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OSA3: ITIL® Capability: Operational Support & Analysis (OSA) v3

Guaranteed to Run Scheduled Fully Booked
Location
Christchurch
Wellington
Sep 2019
23
23
Nov 2019
4
Code: OSA3
Length: 5 Days
Overview

Gain practical experience planning and executing processes within ITIL® operational support and analysis.

Delivery format(s)
On-Site
On-Site
On-Demand
On-Demand
Classroom
Classroom
OBJECTIVES
Operational Support & Analysis (OSA) represents the capability of a set of core ITIL® processes and functions to effectively support an organisation’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 organisations 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 also prepares participants for the examination leading to the ITIL Capability 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 Service Operation book.

This class is also available as On-Demand - 6-month subscription.

Auldhouse is the Authorised Delivery Partner for Pink Elephant.

PREREQUISITES
  • ITIL Foundation Certification (v3 or newer) required
  • Two to four years of relevant work experience
WHAT YOU’LL LEARN
  • Importance of service management as a practice concept and operational support and analysis principals, purpose, and objective
  • Importance of ITIL operational support and analysis while providing service
  • Processes in ITIL operational support and analysis interact with other service lifecycle processes
  • Processes, activities, methods, and functions used in each of the ITIL operational support and analysis processes
  • How to use the ITIL operational support and analysis processes, activities, and functions to achieve operational excellence
  • How to measure ITIL operational support and analysis
  • Importance of IT security and its contributions to ITIL operational support and analysis
  • Technology and implementation considerations surrounding ITIL operational support and analysis challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks
WHO SHOULD ATTEND
  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
COURSE OUTLINE

1. Service Operation Practices

  • Business Value of Operational Support and Analysis
  • Scope of Operational Support and Analysis Processes and Functions
  • How Operational Support and Analysis Activities Support the Service Lifecycle
  • Optimizing Service Operation Performance

2. Event Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Event Management Process
  • Challenges and Risks

3. Incident Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Incident Management Process
  • Challenges and Risks

4. Problem Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Problem Management Process
  • Challenges and Risks

5. Request Fulfillment Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Request Fulfillment Process
  • Challenges and Risks

6. Access Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Access Management Process
  • Challenges and Risks

7. Service Desk Function

  • Service Desk Role
  • Objectives
  • Different Service Desk Organizational Structures
  • Service Desk Staffing Considerations
  • Measuring Service Desk Performance
  • Issues and Safeguards to Consider When Outsourcing the Service Desk

8. Common Operational Support and Analysis Functions

  • Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions

9. Improving Operational Support and Analysis

  • Relationship Between Business Goals and Metrics to Measure Operational Performance
  • Service and Process Measurement Frameworks
  • Rules and Policies for Creating a Successful Reporting Framework
  • How Operational Support and Analysis Practices Support Continual Service Improvement

10. Technology and Implementation Considerations

  • Generic Technology Requirements
  • Evaluation Criteria for Technology and Tools for Process Implementation
  • Project, Risk, and Staffing Practices for Process Implementation
  • Challenges, Risks, and CSFs for Implementing Practices and Processes
  • Planning and Implementing Service Management Technologies

11. Exam Preparation/Mock Exam

12. Exam

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