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Course Overview Operational Support & Analysis (OSA) represents the capability of a set of core ITIL V3 processes and functions to effectively support an organization's services through day to day IT operations. Specific activities include properly monitoring events; fulfilling requests; granting access rights; and minimizing the adverse effects of incidents and problems. A sound OSA practice is found in organizations that understand how to leverage these processes and functions, so that they collectively contribute to meeting defined service levels or targets, thus enhancing IT's role as a value-added business partner. This course provides critical learning points for IT staff looking to acquire specific knowledge about ITIL terminology, organizational structures, roles, functions and process activities related to OSA. By understanding the implementation considerations for OSA, IT staff will be better equipped to fulfill the operational capabilities and competencies required to support the entire Service Lifecycle approach. This course also prepares participants for the examination leading to the ITIL Intermediate Certificate: Operation Support & Analysis. The course material and associated exam is based on industry practices in Service Management and strategy as documented in the ITIL V3 Service Operation book. Note: This course qualifies for four (4) credits within the ITIL V3 certification scheme upon passing the exam. This course has been classified as IT Technical Training. Audience Individuals who have attained the ITIL V3-based Foundations Certificate in IT Service Management and who wish to advance to higher level ITIL certifications Individuals involved in the OSA processes and functions identified above, and who require a deep understanding of how they may be used to enhance the quality of IT service support within an organization IT professionals working within an organization that has adopted ITIL and who need to be informed about and thereafter contribute to an ongoing service improvement program Examinations This course includes a 90-minute exam, scheduled on the last day of the course, consisting of eight (8) multiple choice, scenario-based, gradient scored questions. You must achieve a passing mark of 70% to receive your certificate. Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2 -V3 Foundations Bridging Course or the ITIL V3 Foundations. Your certificate must be presented as documentary evidence to gain admission to this course. Before taking the course it is recommended that students complete at least 21 hours of personal study in preparation for the examination, besides the in-class contact hours. The personal study time should be spent reviewing the syllabus (available at http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp), the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operation publication. Course Outline - Service Management as a practice, how it creates business value, and ITIL V3's Service Operation principles
- In-depth review of ITIL V3's primary OSA processes, and their associated activities, roles, responsibilities, challenges, risks and critical success factors, including:
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- Incident Management: The process that has the objective of restoring services back to normal operations as soon as possible, according to agreed service levels
- Problem Management: The process that focuses on the prevention of problems and the elimination of recurring Incidents
- Request Fulfillment: The process that manages the fulfillment of requests for services, with a goal of 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
- Event Management: The process that defines management activities related to any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
- Access Management: The process that grants authorized users the right to use a service, while preventing access to non-authorized users
- In-depth review of ITIL V3's primary OSA-related functions:
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- IT Operations Management
- Technical Management
- Application Management
- Service Desk
- Operational activities of processes covered in other V3 Service Lifecycle phases, such as Change, Configuration, Release and Deployment, Capacity, Availability, Knowledge, Financial, and IT Service Continuity Management
- Technology and implementation considerations for OSA processes and functions
This training course is presented on behalf of CourseMonster by an ISEB accredited training provider.
How to make a booking for the ITILOPSU course
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