ITIL v3 Operation Support and Analysis Capability (OSA)

Credits: 4 Credits to ITIL Expert

PMI® PDUs: 36

Course Description

This 5-day course immerses learners in the practical aspects of the ITIL® v3 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.

 

Audience Profile

The Operational Support and Analysis Capability course will be of interest to:

* Individuals who have their ITIL® v3 Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.

* Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.

* IT professionals involved in IT Service Management implementation and improvement programs.

* A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

 

Prerequisite(s) Recommended

Candidates for this course must:

* Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate

* There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable

* It is also strongly recommended that candidates:

– Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment

– Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:

– Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management

* It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification.

 

Learning Objectives

 At the end of this course, the learner will gain competencies in:

* Understanding Service Management as a Practice, Service Operation principles, purpose and objective

* Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes.

* The activities, methods and functions used in each of the Operational Support and Analysis processes

* The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence.

* How to measure Operational Support and Analysis performance.

* The importance of IT Security and how it supports Operational Support and Analysis.

* Understanding technology and implementation requirements in support of Operational Support and Analysis.

* The challenges, critical success factors and risks related with Operational Support and Analysis.

 

Course Student Material:

* Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.

* ITIL best practice core books are available as electronic .pdf, printed book and online subscription versions.

Course Outline

  • Introduction & SM as a practice
  • Incident Management
  • Problem Management
  • Service Desk
  • Event Management
  • Request Fulfillment
  • Access Management
  • Functions
  • Technology and Implementation Considerations
  • Exam Preparation/Mock
  • Exam

ITIL v3