ITIL V3 Service Capability OSA : Operational Support and Analysis

To enhance the candidate’s capability to illustrate, explain and apply their knowledge of :
• The importance of Service Management as a Practice concept.
• The importance of ITIL Operational Support and Analysis while providing service.
• How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle Processes.
• What are the processes, activities, methods and functions used in each of the ITIL Operational Support and Analysis processes.
• How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence.
• Explain how to measure ITIL Operational Support and Analysis.
• The importance of IT Security and its contributions to ITIL Operational Support and Analysis.
• Understanding of technology and implementation considerations surrounding ITIL Operational Support and Analysis.
• Challenges, Critical Success Factors and Risks associated to ITIL Operational Support and Analysis.

• Operational Staff involved in Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management.
• IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and
thereafter contribute to an ongoing service improvement program.
• Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications.
• Individuals who require a deep understanding of ITIL Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization.

• V3 Foundation certificate in IT Service Management, or V2 Foundation Bridge certificate.
• Familiarity with IT terminology and understanding of 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 :
o Event Management.
o Incident Management.
o Request Fulfillment.
o Problem Management.
o Access Management.

1- Introduction to ITIL Operational Support and Analysis

 

2- Processes
   • Event Management.
   • Incident Management.
   • Request Fulfillment.
   • Problem Management.
   • Access Management.

 

3- Roles and Responsibilities
   • Service Desk.
   • Technical Management.
   • IT Operations Management.
   • Application Management.

 

4- Technology and Implementation Considerations

 

5- Common Service Activities

 

6- Continual Service Improvement