Overview:

This course immerses learners in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

The Operational Support and Analysis module is one of the ITIL Service Capability modules, and will be of interest to candidates wishing to gain a deep level of understanding of ITIL processes and roles, how they are implemented and how they interact.

The modular structure of the Intermediate level allows candidates to develop an ITIL specialism. The Operational Support and Analysis module will help you to gain the technical level of knowledge and skills required for detailed execution and implementation of specific ITIL processes.

Lifecycle modules which would enhance your knowledge gained from this module are:

-        Continual Service Improvement (CSI)

-        Service Operation (SO)

Duration:  

40 hours

Who should Attend:

As with any of the Intermediate modules, there is no mandatory requirement but two to four years professional experience working in IT Service Management is highly desirable.

-        Configuration Manager

-        Availability Manager

-        System Software

-        Applications Support

-        IT Operations Manager

-        Network Control and Operation (NOC, GNOC , SOC, etc.)

-        Network Support

-        Problem/Incident/Change Manager

-        Database Administrator

Intended Audience:

Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:

-        The value to the business of OSA activities

-        How OSA activities support the service lifecycle

-        Optimizing service operation performance

-        How the processes in OSA interact with other service lifecycle processes

-        How to use the OSA processes, activities and functions to achieve operational excellence

-        How to measure OSA

-        The importance of IT security and its contributions to OSA

-        Understanding the technology and implementation considerations surrounding OSA

-        The challenges, critical success factors (CSFs) and risks associated with OSA

-        Specific emphasis on the service operation lifecycle processes and roles

-        Organizing for service operation which describes roles and functions to be performed within the service operation and support

Course outlines:

1. Introduction to Operational Support and Analysis (OSA)

• The value to the business of OSA activities
• The lifecycle within the OSA context
• Optimizing Service Operation performance

2. Event management

• The event management process inclusive of its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes
• Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
• The benefits and business value that can be gained from event management

3. Incident management

• The incident management process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management within OSA practices
• The benefits and business value that can be gained from incident management

4. Request fulfillment

• The request fulfillment process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management within OSA practices
• The benefits and business value that can be gained from request fulfilment as related to OSA

5. Problem management

• The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation including its organizational structure, as well as any interfaces with other processes
• A measurement model and the metrics that would be used to support problem management within OSA practices
• The benefits and business value that can be gained from problem management

6. Access management

• The end-to-end process flow for Access management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other
• A measurement model and the metrics that would be used to support Access management within OSA practices
• The benefits and business value that can be gained from access management in support of PPO

7. The service desk

• The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases
• The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
• A measurement model and the metrics that would be used to support the service desk function within OSA practices

8. Functions and Roles

• The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• The roles of each OSA process and generic roles
• The benefits and business value that can be gained from functions as related to OSA

9. Technology and implementation considerations

• Technology requirements for service management tools and where/how they would be used within OSA for process implementation
• What best practices should be used in order to alleviate challenges and risks when implementing service management technologies?