Training & Certifications

ITIL® Operational Support & Analysis

The ITIL® Intermediate Qualification:Operational Support and Analysis(OSA) certificate is a free-standing qualification but is also part of the ITIL® Intermediate Capability stream andone of the modules that leads to the ITIL Expert Certificate in IT Service Management (ITSM). The purpose of this training modules and certificate is to impart knowledge on industry practices in service management as documented in the ITIL® Service Lifecycle core publications. The ITIL® Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the OSA practices in resolution and support of the Service Management Lifecycle.

Program Objectives

At the end of the program, the participants will be able to :

  1. Define the value to business of OSA activities and how it support the Service Lifecycle
  2. Optimize Service Operation performance
  3. Understand how the processes in OSA interact with other Service Lifecycle processes
  4. Use and measure OSA processes, activities, and functions to achieve operational excellence
  5. Understand the importance of IT security and its contributions to OSA
  6. Understand the technology and implementation considerations surrounding OSA
  7. Understand challenges, critical success factors, and risks associated with OSA
  8. Define detectable occurrences of significance for IT Infrastructure Management or the delivery of an IT service in event management
  9. Capable to bring services back to normal operations as soon as possible and according to agreed service levels in incident management
  10. Fulfill a request providing quick and effective access to standard services to improve business productivity or the quality of business services and products in request fulfillment
  11. Prevent problems and incidents from happening, eliminating recurring incidents, and minimizing the impact of incidents that cannot be prevented in problem management
  12. Grants authorized users the rights to use a service while preventing access to non-authorized users in access management

Target Audience

IT Managers, Operational staffs, and anyonewho require a deeper knowledge of or involved in the Operational Support&Analysis cluster of processes and functions.

Duration

This program is 5 days of intensive training class.

Requirement

An ITIL® Foundation certificate is required and preferably two years of work experience in an IT Service Management environment.

Assessment

At the end of the program, the participants will be assessed with 90 minutes of ITIL® Operational Support and Analysis Exam.

Award

ITIL® Operational Support and Analysis Certification will be awarded upon successfully passing the exam from APMG International (ITIL® Accredited Examination Institute – UK)

Program Modules

Module 1: Introduction
  1. Course introduction
  2. OSA course objectives
  3. Service operation purpose and objectives
  4. Service operation scope, processes, functions
  5. Service operation value to the business
  6. IT Service Management
  7. Service value
  8. Value creation
  9. Combined effects of utility and warranty
  10. Monitor and measure
  11. Optimizing service performance
  12. What is a process
  13. Organizing ITSM
  14. The ITIL® certification scheme

Module 2: Event Management
  1. Purpose, objectives, scope, value
  2. Principles and concepts
  3. Activities, interfaces
  4. Triggers, inputs, outputs
  5. Information management
  6. Metric, challenges
  7. CSF’s and risks

Module 3: Service Desk
  1. Benefits, objectives
  2. Responsibilities and structure
  3. Staffing and metrics
  4. Outsourcing

Module 4: Incident Management
  1. Purpose, objectives, scope, value
  2. Principles and concepts
  3. Activities, interfaces
  4. Triggers, inputs, outputs
  5. Information management
  6. Metric, challenges
  7. CSF’s and risks

Module 5: Problem Management
  1. Purpose, objectives, scope, value
  2. Principles and concepts
  3. Activities, interfaces
  4. Triggers, inputs, outputs
  5. Information management
  6. Metric, challenges
  7. CSF’s and risks

Module 6: Request Fulfillment
  1. Purpose, objectives, scope, value
  2. Principles and concepts
  3. Activities, interfaces
  4. Triggers, inputs, outputs
  5. Information management
  6. Metric, challenges
  7. CSF’s and risks

Module 7: Access Management
  1. Purpose, objectives, scope, value
  2. Principles and concepts
  3. Activities, interfaces
  4. Triggers, inputs, outputs
  5. Information management
  6. Metric, challenges
  7. CSF’s and risks

Module 8 : Functions
  1. Service Desk
  2. Technical management
  3. IT operations management
  4. Applications management

Module 9: Technology and Implementation Considerations
  1. Generic tool requirements
  2. Evaluation criteria
  3. Service operation and project management
  4. Challenges, CSF’s, and risks

Module 10: Appendices
  1. Business case study and exercises
  2. Mock exams and rationale
  3. Glossary
  4. Forms
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