ITIL V3 Service Capability OSA Certification Exam

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ITIL V3 Service Capability OSA Certification Exam Preparation Course in a Book for Passing the ITIL V3 Service Capability OSA Exam:The 'How to Pass on Your First Try' Certification Study Guide

Notice of Rights: Copyright The Art of Service. All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability: The information in this book is distributed on an As Is basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks: Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. ITIL is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is Registered in the U.S. Patent and Trademark Office.

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ForewordThis Exam Preparation book is intended for those preparing for the ITIL V3 Intermediate Capability Stream: Operational Support and Analysis (OSA) Exam. The Art of Service is an Accredited Training Organization for this program and has been training this course for more than 8 years. The strategies and content in this book are a result of experience and understanding of the ITIL OSA Program, and the exam requirements. This book is not a replacement for completing the course. This is a study aid to assist those who have completed an accredited course and preparing for the exam. Do not underestimate the value of your own notes and study aids. The more you have, the more prepared you will be. While it is not possible to pre-empt every question and content that MAY be asked in the Intermediate OSA exam, this book covers the main concepts covered within the ITIL Intermediate OSA Syllabus and a Practice Exam (created by The Art of Service). Each Process contains a summarized overview of key knowledge areas. These overviews are designed to help you to reference the knowledge gained through the course. Due to licensing rights, we are unable to provide actual APMG Exams. However, the study notes and sample exam questions in this book will allow you to more easily prepare for an APMG ITIL OSA exam. Ivanka Menken Executive Director, The Art of Service http://www.theartofservice.com/

2 Table of Contents1 2 3 4 5 6 7 8 9 Foreword ................................................................................... 1 Table of Contents ...................................................................... 2 ITIL v3 Certification Pathway................................................... 7 Exam Specifics .......................................................................... 8 Exam Prerequisites.................................................................... 8 Exam Hints ................................................................................ 9 The Art of Service Objective Tree ............................................ 11 Study Notes ............................................................................. 12 IT Service Management........................................................... 13 9.1 Basic Concepts: ................................................................ 13 9.1.1 ITSM is the effective and efficient process driven management of quality IT Services. The added value to ITSM is that is business aligned and maintains a holistic Service Lifecycle approach................................................................... 13 9.1.2 Four Perspectives of ITSM (as found in Service Design Phase): 13 9.1.3 Why Service Management? ....................................... 13 9.1.4 Roles: There are many roles associated with ITIL processes. Each process should have a Process Manager e.g. Incident Manager. It is also reasonable for each Phase to have a Manager, e.g. Service Design Manager. ............................... 13 9.2 Key Terms:........................................................................ 14 10 ITIL v3 Service Lifecycle ...................................................... 15 11 Service Operation .................................................................... 16 11.1 Basic Concepts.............................................................. 16 11.1.1 Service Operation Value:......................................... 16 11.1.2 Service Operation Scope:........................................ 16 11.1.3 Achieving the Balance................................................ 17 11.1.4 Communication .......................................................... 17 12 Operational Support and Analysis............................................ 18 13 Event Management.................................................................. 19 13.1 Basic Concepts.............................................................. 19 13.1.1 Event management Business Value ........................ 19 13.1.2 Activities..................................................................... 19 13.1.3 Interfaces ................................................................... 20 13.1.4 Metrics ....................................................................... 20 13.1.5 Challenges ................................................................. 21

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13.1.6 Critical Success Factors............................................. 21 13.1.7 Risks: ......................................................................... 21 13.1.8 Designing for Event management .............................. 21 13.2 Key Terms ..................................................................... 22 14 Incident Management .............................................................. 23 14.1.1 Objective: ................................................................... 23 14.2 Basic Concepts.............................................................. 23 14.2.1 Incident Management Business Value..................... 23 14.2.2 Activities..................................................................... 23 14.2.3 Interfaces ................................................................... 24 14.2.4 Metrics ....................................................................... 24 14.2.5 Challenges ................................................................. 24 14.2.6 Critical Success Factors............................................. 25 14.2.7 Risks .......................................................................... 25 14.2.8 Incident Model:........................................................... 25 14.2.9 Major Incident............................................................. 26 14.3 Key Terms ..................................................................... 26 15 Problem Management ............................................................. 27 15.1.1 Objective: ................................................................... 27 15.2 Basic Concepts.............................................................. 27 15.2.1 Problem Management Business Value.................... 27 15.2.2 Reactive Activities ...................................................... 27 15.2.3 Proactive Activities ..................................................... 27 15. 2.4 Interfaces ................................................................... 28 15.2.5 Metrics ....................................................................... 28 15.2.6 Challenges and Critical Success Factors ................... 28 15.3 Key Terms ..................................................................... 29 16 Request Fulfillment .................................................................. 30 16.1 Basic Concepts:............................................................. 30 16.1.1 Request Fulfilment Business Value: ........................ 30 16.1.2 Activities:.................................................................... 30 16.1.3 Interfaces: .................................................................. 31 16.1.4 Metrics: ...................................................................... 31 16.1.5 Challenges: ................................................................ 32 16.2 Key Terms: .................................................................... 32 17 Access Management ............................................................... 33 17.1 Basic Concepts:............................................................. 33 17.1.1 Asset Management Business Value ........................ 33 17.1.2 Activities..................................................................... 33 17.1.3 Interfaces ................................................................... 33 17.1.4 Metrics ....................................................................... 34 17.1.5 Challenges and Critical Success Factors ................... 34Copyright The Art of Service

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17.2 Key Terms ..................................................................... 35 18 Service Desk Function............................................................. 36 18.1.1 Objective: ................................................................... 36 18.2 Basic Concepts.............................................................. 36 18.2.1 Service Desk Business Value.................................. 36 18.2.2 Service Desk Organizational Structures ..................... 37 18.2.3 Staffing....................................................................... 37 18.2.4 Metrics ....................................................................... 38 18.2.5 Outsourcing Service Desk .......................................... 38 19 Technical Management Function ............................................. 39 19.1.1 Objective: ................................................................... 39 19.2 Basic Concepts.............................................................. 39 19.2.1 Role: .......................................................................... 39 19.2.2 Activities..................................................................... 39 19.2.3 Organization............................................................... 39 19.2.4 Metrics ....................................................................... 40 20 IT Operations Management Function....................................... 41 20.1.1 Objective: ................................................................... 41 20.2 Basic Concepts.............................................................. 41 20.2.1 Role: .......................................................................... 41 20.2.2 Sub Functions ............................................................ 41 20.2.3 Organization............................................................... 42 20.2.4 Metrics ....................................................................... 42 21 Application Management Function........................................... 43 21.1.1 Objective: ................................................................... 43 21.2 Basic Concepts.............................................................. 43 21.2.1 Role ........................................................................... 43 21.2.2 Organization............................................................... 43 21.2.3 Metrics ....................................................................... 44 22 OSA - Technology and Implementation ................................... 45 22.1 Basic Concepts:............................................................. 45 22.1.1 Integrated ITSM technology: ...................................... 45 22.1.2 Event Management .................................................... 45 22.1.3 Incident Management................................................. 46 22.1.4 Request Fulfilment ..................................................... 46 22.1.5 Problem Management ................................................ 46 22.1.6 Access Management.................................................. 47 22.1.7 Service Desk .............................................................. 47 22.1.8 Service Management Tools........................................ 47 22.1.9 Tool Evaluation: ......................................................... 48 23 Service Operation .................................................................... 49 23.1.1 Activities..................................................................... 49 4Copyright The Art of Service

23.1.2 Plan and implement Service Management ................. 49 23.1.3 OSA Challenges...................................................... 50 23.1.4 OSA Critical Success Factors.................................. 50 23.1.5 OSA Risks............................................................... 50 24 Practice Exam ......................................................................... 51 24.1 Refresher Warm up Questions .................................... 51 24.2 Intermediate Style Practice Exam .................................. 55 25 Answer Guide ........................................................................ 106 25.1 Answers to warm up Questions...

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