ITIL V3 Intermediate In Operation Support & Analysis
Course Objective
The course enables students to sit the ITIL® Capability examination in Operational Support & Analysis.
The ITIL® V3 Intermediate Qualification in Operational Support & Analysis is a freestanding qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate.
The ITIL® V3 Intermediate Qualification in Operational Support & Analysis enables the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.
Pre-requisites
Delegates must already hold the ITIL® V3 Foundation or V2 Foundation plus the Foundation Bridge Certificate. It is expected that individuals demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment.
Who Should Take this course
This course would benefit those involved in the key elements of Operational Support & Analysis.
Event Management
Incident Management
Request Management
Problem Management
Access Management
Service Desk
Technical Management
IT Operations Management
Application Management
Those working towards the Expert certification (using
the Capability Stream).
Training Duration:
Full-Time : 5 days (Time : 9.30am-5.30pm)
Training Methodology & Materials:
This is an intensive five-day course which includes the ITIL® V3 Operational Support & Analysis examination which takes place on the final day.
Course Outline:
Upon successful completion of this course delegates will be able to demonstrate competencies in the following:
Learning Unit OSA01: Introduction to Operational Support and Analysis
Bloom’s Level 2 Objectives – Full understanding of Operational Support and Analysis (OSA) terms and core concepts
The concept of Service Management as a practice
How it delivers value to customers and the business
The underpinning processes and functions that support the Service Lifecycle
Which stages of the Service Lifecycle contribute to Operational Support and Analysis how they Interact
Learning Unit OSA02: Event Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The Event Management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
Efficient Event Management and provide examples of how it is used to ensure Quality Service within OSA
The benefits and business value that can be gained from Event Management
Learning Unit OSA03: Incident Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The Incident Management process inclusive of its design strategy, components, activities, roles 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
Learning Unit OSA04: Request Fulfilment
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The Request Fulfillment process inclusive of its design strategy, components, activities, roles 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 Fulfillment as related to OSA
Learning Unit OSA05: Problem Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The end-to-end process flow for Problem Management inclusive of design strategy, components, activities, roles 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
Learning Unit OSA06: Access Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The end-to-end process flow for Access Management process inclusive of design strategy, components, activities, roles 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 Access Management within OSA practices
The benefits and business value that can be gained from Access Management as related to OSA
Learning Unit OSA07: The Service Desk
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
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 Quality Service within OSA
A measurement model and the metrics that would be used to support the Service Desk function within OSA practices
Learning Unit OSA08: Functions
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
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 benefits and business value that can be gained from functions as related to OSA
Learning Unit OSA09: Technology and Implementation considerations
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
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
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