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IOSA www.globalknowledge.com/en-gb/ [email protected] 01189 123456
ITIL® Capability: Operational Support & Analysis
Duration: 5 Days Course Code: IOSA
Overview:
The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of thistraining module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices inservice management as documented in the ITIL Service Lifecycle core publications.The ITIL Intermediate Qualification: The Operational support and analysis (OSA) Certificate is a freestanding qualification, but is also part ofthe ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. Thepurpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industrypractices in service management as documented in the ITIL Service Lifecycle core publications.
Target Audience:
The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to: ITprofessionals, Business managers, Business process owners, Individuals who require a deep understanding of the ITIL Certificate in theOperational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization; ITprofessionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereaftercontribute to, an ongoing service improvement programme; Operational staff involved in event management process, incident managementprocess,request fulfilment process, problem management process, access management process,service desk, technical management, IToperations management and application management and who wish to enhance their role-based capabilities; Individuals who have attained theITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications; Individuals seeking the ITIL ExpertCertificate in IT Service Management for which this qualification can be one of the prerequisite modules; Individuals seeking progress towardthe ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
Objectives:
This qualification provides a complete management-level Be prepared for the ITIL Operational support and analysisoverview of Continual service improvement including all its examinationrelated activities.
Prerequisites: Testing and Certification
Hold the ITIL Foundation Certificate in IT Service Management or The Operational support and analysis certificate in IT Serviceearlier ITIL (V2) Foundation plus Foundation Bridge or ITIL Expert Management. The examination is a 90 minute paper with eight (8)Certificate in IT Service Management (achieved via Service multiple choice, scenario-based, gradient-scored questions normallyManager or Practitioner bridging routes). taken at the end of the course. The pass mark is 28/40. The exam
to be charged separately.Please note you must bring a copy of your ITIL Foundation examcertificate, this is required in order for you to take the examassociated with this course.
Exam is included in the course fee.
Follow-on-Courses:
The following courses are recommended for further study:
ITIL Complementary Courses - Analyst Series, Service CatalogueITIL® v3 Lifecycle CoursesITIL® v3 Capability Courses
IOSA www.globalknowledge.com/en-gb/ [email protected] 01189 123456
Content:
Introduction to operational support and Request fulfilment: The service desk:analysis: line lineline The request fulfilment process inclusive The complete end-to-end process flow for
The value to the business of OSA activities of its design strategy, components, the service desk function inclusive ofThe lifecycle within the OSA context activities, roles and operation including its design strategy, components, activitiesThe scope of OSA processes and functions organizational structure, as well as any and operation, as well as any interfacesOptimizing service operation performance. interfaces with other processes with other processes or lifecycle phases
The measurement model and the metrics The service desk validation componentsEvent management: that would be used to support incident and activities (e.g. service desk role,line management within OSA practices organizational structures, challenges,
The event management process inclusive of The benefits and business value that can issues safeguards, etc.) and how theseits design strategy, components, activities, be gained from request fulfilment as test components are used to ensureroles and operation including its related to OSA service quality within OSA organizational structure, as well as any A measurement model and the metricsinterfaces with other processes Problem management: that would be used to support the serviceEfficient event management and provision of line desk function within OSA practices. examples showing how it is used to ensure The end-to-end process flow for problemservice quality within OSA management inclusive of design strategy, Functions:The benefits and business value that can be components, activities, roles and linegained from event management operation including its organizational The end-to-end process flow for OSA
structure, as well as any interfaces with functions (i.e. technical management, ITIncident management: other processes operations management, and applicationsline A measurement model and the metrics management) inclusive of design strategy,
The incident management process inclusive that would be used to support problem objectives, components, activities, rolesof its design strategy, components, management within OSA practices and operation including itactivities, roles and operation including its The benefits and business value that can The benefits and business value that canorganizational structure, as well as any be gained from problem management be gained from functions as related tointerfaces with other processes OSA. The measurement model and the metrics Access management:that would be used to support incident line Technology and implementationmanagement within OSA practices The end-to-end process flow for access considerations:The benefits and business value that can be management process inclusive of design linegained from incident management strategy, components, activities, roles Technology requirements for service
and operation including its organizational management tools and where/how theystructure, as well as any interfaces with would be used within OSA for processother processes implementation A measurement model and the metrics What best practices should be used inthat would be used to support access order to alleviate challenges and risksmanagement within OSA practices when implementing service managementThe benefits and business value that can technologies.be gained from access management asrelated to OSA.
Further Information:
For More information, or to book your course, please call us on Head Office 01189 123456 / Northern Office 0113 242 5931
www.globalknowledge.com/en-gb/
Global Knowledge, Mulberry Business Park, Fishponds Road, Wokingham Berkshire RG41 2GY UK
