ITIL® Intermediate OSA

$799.00

Accredited by APMG and TUV, this course will prep you for your ITIL® Intermediate OSA certification for Operational Support and Analysis.

Self Paced Includes: 15 PDU’s

ITIL® Intermediate OSA

$799.00

SKU: 3a556bc1256b Category:

LEARNING UNITS

  1. Introduction to Operational Support & Analysis
    • The value to the business of OSA activities
    • The context of OSA activities within the service lifecycle
    • How OSA activities support the service lifecycle
    • Optimizing service operation performance
  2. Event management
    • The purpose and objectives of the event management process
    • The scope of the event management process
    • The value to business and to the service lifecycle
    • The policies, principles and basic concepts of event management
    • Designing for event management
    • Use of event rule sets and correlation engines
    • The process activities, methods and techniques that enable this process and how it relates to the service lifecycle
    • The triggers, inputs and outputs, and interfaces Information management within the event management process
    • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the event management process
    • The challenges and risks associated with the event management process
  3. Incident management
    • The purpose and objectives of the incident management process
    • The scope of the incident management process
    • The value to business and to the service lifecycle
    • The policies, principles and basic concepts of incident management
    • The process activities, methods and techniques and how they relate to the service lifecycle
    • The triggers, inputs and outputs and interfaces
    • Information management within the incident management process
    • How critical success factors and key performance indicators can be used to check the effectiveness and efficiency of the incident management process
    • The challenges and risks associated with the incident management process
  4. Request fulfilment
    • The purpose and objectives of the request fulfilment process
    • The scope of the request fulfilment process
    • The value to business and to the service lifecycle
    • The policies and principles of request fulfilment and the request model concept
    • The process activities, methods and techniques and how they relate to the service lifecycle
    • The triggers, inputs and outputs and interfaces
    • Information management within the request fulfilment process
    • How critical success factors and key performance indicators can be used to check effectiveness
      and efficiency of the request fulfilment process
    • The challenges and risks associated with the request fulfilment process
  5. Problem management
    • The purpose and objectives of the problem management process
    • The scope of the problem management process
    • The value to business and service lifecycle
    • The policies, principles and basic concepts of problem management and the problem model concept
    • Problem Analysis techniques and error detection in development environments.
    • The process activities, methods and techniques and how they relate to the service lifecycle
    • The triggers, inputs and outputs, and interfaces
    • Information management within the problem management process
    • How critical success factors and key performance indicators can be used to check effectiveness
      and efficiency of the problem management process
    • The challenges and risks associated with the problem management process
  6. Access management
    • The purpose and objectives of access management process
    • The scope of the access management process
    • The value to the business of service lifecycle
    • The policies, principles and basic concepts of access management
    • Process activities, methods and techniques and how they relate to service lifecycle
    • The Triggers, inputs, outputs and interfaces
    • Information management within the access management process
    • Critical success factors and key performance indicators
    • Challenges and risks
  7. The Service Desk
    • The Service desk role
    • The Service desk objective
    • Different service desk organizational structures
    • Different service desk staffing options
    • Measuring service desk performance
    • Issues and safeguards to consider when outsourcing the service desk
  8. Common OSA functions & roles
    • The roles within each function
    • The roles within each OSA process
    • The objectives of each function
    • The activities of each function
  9. Technology & Implementation Considerations
    • The generic requirements for technology to support process capability
    • The evaluation criteria for technology and tools for process implementation
    • Project, risk and staffing practices for process implementation
    • The challenges, risks and CSFs related to implementing practices and processes
    • How to plan and implement service management technologies
  10. Summary and directed studies
    • Review of key concepts
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