ITIL® Operational Support and Analysis, a Service Capability Course

Delivery

This course is online and self-paced. Includes 1 year access to course and instructor.

Description

GogoTraining is an ITIL® APMG Accredited ATO.

The course builds on the general principles covered in the ITIL® Foundation course. It covers the capability aspects of Service Operation to enable the candidate to apply the practices and techniques. It includes Service Operations principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course considers the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

For information on how to take your ITIL examination, see the certification section below.

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the v3 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission to the examination.

It is strongly recommended that candidates read the ITIL Service Operation publication in advance of attending training for the certification and note that references to the book will be made during the course.

Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

Objectives

Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:

Service Management as a Practice
Service Operation Principles
The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
How to measure ITIL Operational Support and Analysis
The importance of IT Security and its contributions to ITIL Operational Support and Analysis
Understanding the technology and implementation considerations surrounding ITIL Operational
Support and Analysis
The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis
Specific emphasis on the Service Operation Lifecycle processes and roles included in:
Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
Operational activities of processes covered in other Lifecycle stages such as:
o Change Management
o Service Asset and Configuration Management
o Release and Deployment Management
o Capacity Management
o Availability Management
o Knowledge Management
o Financial Management for IT Services, and
o IT Service Continuity Management
Organizing for Service Operation which describe functions to be performed within the Service
Operation and Support such as Service Desk, Technical Management, IT Operations
Management and Application Management

Certification

To be eligible for the ITIL Intermediate Qualification: Operation Support and Analysis (OSA) examination, the candidate must have fulfilled the following requirements:

At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
There is no minimum requirement but 2-4 years IT Service Management experience is highly desirable.
Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate.
It is also recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Management Practice core guideline publications including the Operation Support and Analysis publication to prepare for the examination.

The ITIL Operational Support and Analysis Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. A passing mark is 70% or higher. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Operation Support and Analysis transcript page.

When you pass your exam you will receive 4 credits toward your ITIL Expert certification. This course also qualifies for 8 PDU credits.

EXAM LOCATIONS

You may take your ITIL exam through APMG and CSME. Details on both options are noted below:

APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: This e-mail address is being protected from spambots. You need JavaScript enabled to view it . The APMG will invoice you for the exam at the GogoTraining ATO Discounted Price of $150 and then authorize you to take the exam at the PSI Exam Center most convenient for you.

CSME: CSME offers paper exams at exam centers and online exams. For complete details on how to take an exam with CSME click here, http://www.csme.us/GogoTrainingCandidates/tabid/143/Default.aspx

Outline

Module 00: Course Introduction

Module 01: Introduction to ITIL and Operational Support and Analysis Part 1

ITIL Background
Goals of Service Management
Definitions
Value proposition and composition

Module 02: Introduction to ITIL and Operational Support and Analysis Part 2

Process model
Process characteristics
Exercise 1 - Create a Process Model

Module 03: Exercise 1: Create a Process Module Review

Module 04: OSA Supporting the Lifecycle

Purpose, principles and objectives
Value to business
Optimising service operation performance
Service Operation processes and functions
Interfaces with other areas of ITIL
Lack of management control they interact

Module 05: Service Operation Processes Part 1 Event Management

Purpose, goal, objectives and scope
Value to the business
Policies, principles & concepts
Process activities
Methods & techniques
Triggers, inputs and outputs

Module 06: Service Operation Processes Part 2 Event Management

Information Management & Metrics
Challenges, CSFs and risks
Design issues

Module 07: Service Operation Processes Part 3 Incident Management

Purpose, goal, objectives and scope
Value to the business
Policies, principles & concepts
Process activities
Methods and techniques

Module 08: Service Operation Processes Part 4 Incident Management

Triggers, inputs and outputs
Information Management & Metrics
Challenges, CSFs and risks

Module 09: Service Operation Processes Part 5 Request Fulfillment

Purpose, goal, objectives and scope
Value to the business
Policies, principles & concepts
Process activities
Methods and techniques
Triggers, inputs and outputs
Information Management & Metrics
Challenges, CSFs and risks
Exercise 2 - Incidents vs. Requests

Module 10: Exercise 2: Incidents vs. Requests Review

Module 11: Service Operation Processes Part 6 Problem Management

Purpose, goal, objectives and scope
Value to the business
Policies, principles & concepts
Process activities
Methods and techniques

Module 12: Service Operation Processes Part 7 Problem Management

Investigation and Diagnosis
Analysis
Problem Resolution

Module 13: Service Operation Processes Part 8 Problem Management

Triggers, inputs and outputs
Information Management & Metrics
Challenges, CSFs and risks
Locating quick wins
Exercise 3 - Problem Analysis

Module 14: Exercise 3: Problem Analysis Review

Module 15: Service Operation Processes Part 9 Access Management

Purpose, goal, objectives and scope
Value to the business
Policies, principles & concepts
Process activities
Methods and techniques
Triggers, inputs and outputs
Information Management & Metrics
Challenges, CSFs and risks
Exercise 4 - Access Control

Module 16: Exercise 4: Access Control Review

Module 17: Service Operation Functions Part 1 Service Desk

The functions and areas and where they overlap
The Service Desk
Role and objectives
Organisational structures
Environment
Staff, skills and knowledge required
Training and staff retention
Metrics
Customer satisfaction
Outsourcing

Module 18: Service Operation Functions Part 2 Technical Management Functions

Technical Management
oObjective and role
oGeneric activities
oOrganisation
oDesign, maintenance and support
oMetrics
oDocumentation

Module 19: Service Operation Functions Part 3 IT Operations & Application Management Functions

IT Operations Management
oRole
oObjectives
oActivities
Applications Management
oRole and objectives
oGeneric activities
oOrganisation

Module 20: Technology and Implementation Considerations Part 1

Technology Considerations
Generic requirements
Tool evaluation process
Exercise 5 - Tool Requirements

Module 21: Exercise 5: Tool Requirements Review

Module 22: Technology and Implementation Considerations Part 2

Implementation project, risk and staffing practices
Challenges and CSFs
Technologies
Deployments

Module 23: OSA Exam Preparation Part 1

Why Take the exam
The intermediate qualification
The ITIL credit system
About the exam
Exam documentation
Hints and tips

Module 24: OSA Exam Preparation Part 2

Analysing scenarios
Studying sample questions
Mock exam paper
Taking your exam