ITIL® Intermediate OSA - Operational Support & Analysis

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL V3 Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL V3 Expert Service Lifecycle core publications. The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

• Service Management as a Practice
• Service Operation Principals
• The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
• 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.
• Service Operations and Support Service Operation roles and responsibilities.
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks

Learning Level: Advanced

Duration: 3day(s)

Bloom’s Level 2 Objectives – Full understanding of Operational Support and Analysis (OSA) terms and core concepts.

• The concept of Service Management as a practice
• How it delivers value to customers and the business
• The underpinning processes and functions that support the Service Lifecycle
• Which stages of the Service Lifecycle contribute to Operational Support and  Analysis how they interact

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The Event Management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• Efficient Event Management and provide examples of how it is used to ensure Quality Service within OSA
• The benefits and business value that can be gained from Event Management

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The Incident Management process inclusive of its design strategy, components,  activities, roles and operation including its organizational structure as well  as any interfaces with other processes
• The measurement model and the metrics that would be used to support Incident Management within OSA practices
• The benefits and business value that can  be gained from Incident Management

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The Request Fulfillment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support Incident  Management within OSA practices
• The Benefits and business value that can be gained from Request Fulfillment as related to OSA

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The end-to-end process flow for Problem
• Management inclusive of design strategy, components, activities, roles and operation including its organizational structure as  well as any interfaces with other processes a  measurement model and the metrics that would be used to support Problem Management within OSA practices
• The benefits and business value that can be gained from Problem Management

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The end-to-end process flow for Access Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• A measurement model and the metrics that  would be used to support Access  Management within OSA practices

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The complete end-to-end process flow for  the Service Desk function inclusive of  design strategy, components, activities and operation as well as any interfaces with other processes or lifecycle phases
• The Service Desk validation components and activities (e.g. Service Desk role, organizational structures, challenges,  issues safeguards, etc.) and how these test components are used to ensure Quality Service within OSA
• A measurement model and the metrics that would be used to support the Service Desk  function within OSA practices

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• Technology requirements for Service
• Management tools and where/how they would be used within OSA for process implementation
• What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The end-to-end process flow for OSA Functions (i.e. Technical Management, IT Operations Management, and Applications Management) inclusive of design strategy,  objectives, components, activities, roles and operation including its organizational structure as well as any interfaces with  other processes
• The benefits and business value that can  be gained from functions as related to OSA