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OSA - ITIL Capability Operational Support & Analysis


Duration: 5 Days




Delivery Method:

Software Assurance Value:

Microsoft CPE:

Course Information

Course Description

​This 5 day course immerses students in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. Successful implementation of ITIL Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimize the Operational Support and Analysis processes and gain the skills required to take the ITIL Operational Support and Analysis Certification Exam. 

Course Objectives

​At the end of this 5 day course, the student will gain competencies and prepare to:

•  Outline key activities for the Operational Support and Analysis processes in the context of the Service Lifecycle

•  Achieve operational excellence by using the Operational Support and Analysis processes, activities and functions

•  Evaluate the success of Operational Support and Analysis by applying key metrics

•  Managing incidents and events in the provision of IT services

•  Return to normal operations

•  Provide quick and effective access to standard services

•  Eliminate recurring incidents and minimizing unpreventable incidents

•  Take the ITIL Operational Support and Analysis Certification Exam

Course Audience

​This course is valuable for IT professionals involved in IT Service Management implementation and improvement programs and those who want to achieve ITIL Operational Support and Analysis certification. The ITIL Foundation Certificate (or v2‐v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day. 

Course Outline

​Introduction and Overview

•  Service Management as a practice

•  The Service value proposition

•  The role of Operational Support and Analysis processes in the lifecycle

•  How Operational Support and Analysis supports the Service Lifecycle

Core Service Operation Processes: Event Management

•  The purpose, goal and objectives of Event Management

•  Explaining triggers

•  Using metrics to check effectiveness and efficiency

•  Employing active and passive monitoring tools

Incident Management

•  Managing the Incident Lifecycle

•  Interaction with design services

•  Incident Management involvement on Information Management

Request Fulfillment

•  Scope of the processes

•  Dealing with service requests from users

•  How metrics can verify effectiveness and efficiency of the Request Fulfillment process

Problem Management

•  Managing the lifecycle of problems

•  Value to the business and the Service Lifecycle

•  Triggers, input and output to other processes

Access Management

•  Policies, principles and basic concepts

•  Managing authorized user access

•  Executing Security and Availability Management policies

•  Challenges and critical success factors

•  Establishing metrics to ensure process quality

Common Service Operation Activities

•  Mainframe, server and network management

•  Storage, database services and directory services

•  Desktop support and middleware

•  Internet/Web, facilities management and information security

Service Desk

•  Establishing the Service Desk objectives

•  Organizational structures and staffing options

•  Providing a single point of contact

•  Measuring effectiveness and efficiency

•  Impact of Service Desk on customer perception

•  Reasons and options for outsourcing the Service Desk

Technical Management

•  Role and objectives

•  Organization structure

•  Balancing skill levels, utilization and cost

•  Metrics and documentation

IT Operations Management

•  Performing ongoing management and maintenance

•  Turning plans into action

•  Building repeatable, consistent actions

Application Management

•  Role, objectives and principles

•  Identifying functional and management requirements

•  Generic activities and organization

•  Design and deployment

•  Support and improvement

•  Metrics and documentation

Organizing Service Operations: Roles and responsibilities

•  Service Desk and technical management

•  Operations and applications management

•  Event, incident and request fulfillment

•  Problem and access management

Service Operation organization

•  Options for organizing: technical specialties, activities, processes, geographies

•  Hybrid Service Operation organization structures

Technology and Implementation Considerations

•  Generic requirements and evaluation criteria

•  Managing change in Service Operations

•  Planning and implementing Service Management technologies

•  Assessing and managing risks

Course Prerequisites

​Students should hold an ITIL Foundation Certificate. Before taking the course, its recommended (though not required) that candidates have approximately two years exposure to basic concepts in IT and related work experience. 

Course Schedule
This course is not scheduled yet.