ITIL® Service Capability – Operational Support & Analysis

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Overview

** Course based on “ITIL® 2011 Edition” syllabus **

5-day public or single organisation course

A five day course intended to provide, test and validate knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The course and associated examination are free-standing but also part of the ITIL intermediate capability stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 4 points.

Objectives

The ITIL Certificate in Operational Support and Analysis (OSA) is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle and specifically in the following key ITIL process, role and function areas:

Who should attend?

The course and examination are suitable for:

• Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service support within an organization
• IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
• Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
• Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
• Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules

Pre-requisites

Students wishing to attend this course and take the examination must fulfil the following requirements:

• Hold the ITIL Foundation Certificate in IT Service Management (or equivalent) which must be presented as documentary evidence to gain admission
• Attend an accredited training course

It is recommended that candidates can demonstrate familiarity with IT terminology and understand Operational Support and Analysis within the context of their own business environment and have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the included process and functions.

It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Operation core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

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Structure

The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers’ proven implementation track record.

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Content

The course will cover:

Introduction to operational support and analysis

• Operational Support and Analysis (OSA) terms and core concepts including the value to the business of OSA activities, the lifecycle within the OSA context the scope of OSA processes and functions and optimizing service operation performance

Event management, incident management, request fulfilment, problem management, access management

• Each process inclusive of its design strategy, components, activities, roles, operation, organizational structure and interfaces with other processes
• Efficient execution of the process and examples showing how it is used to ensure service quality within OSA
• The benefits and business value that can be gained

The service desk

• The complete end-to-end process flow for the service desk function, its design strategy, components, activities, operation and interfaces with other processes or lifecycle phases
• 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 service quality within OSA
• A measurement model and the metrics that would be used to support the service desk function within OSA practices.
• Technical management, application management, IT operations management
• The end-to-end process flow for other OSA functions, design strategy, objectives, components, activities, roles, operation, organizational structure and interfaces with other processes
• Benefits and business value that can be gained from functions as related to OSA.

Technology and implementation considerations

• Technology requirements for service management tools and where/how they would be used within OSA for process implementation
• The use of best practices to alleviate challenges and risks when implementing service management technologies

Professional Qualifications

The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the ITIL Intermediate Qualification: Operational Support and Analysis Certificate.

The qualification is free standing, but also counts as 4 credits towards the ITIL Expert Certification.

Documentation

Delegates will be issued with an in-course hand-out and other relevant material.

Pre-reading

The Service Operation publication is available from the Fox IT bookshop.

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