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ITIL® Capability - Operational Support and Analysis - OSA

The course outline is based on the latest syllabus from the ITIL® Official Accreditor.

Operational Support and Analysis Course Syllabus

Course Content

ITIL OSA: Introduction and Overview

  • Service management as a practice
  • The service value proposition
  • Optimizing operational service performance
  • The role of OSA processes in the lifecycle
  • How OSA supports the service lifecycle

Core Service Operation Processes

Event management

  • The purpose, goal and objectives of event management
  • Triggers, inputs, outputs and the process interfaces
  • Using critical success factors to check effectiveness
  • Employing active and passive monitoring tools

Incident management

  • Managing the incident lifecycle
  • Identifying process activities, methods and techniques and how they relate to the service lifecycle
  • Interaction with design services
  • Incident management involvement

Request fulfillment

  • Scope of the processes
  • The policies, principles and the request model concept
  • Dealing with service requests from users
  • How KPIs can verify effectiveness and efficiency of the request fulfillment process

Problem management

  • The objectives of the problem management process
  • Managing the lifecycle of problems
  • Value to the business and the service lifecycle
  • Identifying triggers, input and output to other processes
  • Analyzing critical success factors to check efficiency

Access management

  • Policies, principles and basic concepts
  • Managing authorized user access
  • Distinguishing access management and information management
  • Executing security and availability management policies
  • Challenges and critical success factors
  • Verifying effectiveness and efficiency

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

Service Operation Functions

  • Functions of technical management, IT operations management and application management
  • How the functions contribute to OSA
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analyzing the function's activities

Technology Considerations

  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing service management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

  • Managing change in service operation
  • Examining implementation aspects of service operation and project management
  • Assessing and managing risk in service operation
  • Operational staff considerations in service design and transition
  • How to plan and implement service management technologies

The ITIL® Official Accreditor changes the course syllabus periodically and we as an Accredited Training Organization must keep current with the latest version of the syllabus.  For the latest version of the course syllabus visit the ITIL® Official Site.

Our course is updated as soon as the ITIL® Official Accreditor has made a change to the syllabus to ensure that student is studying the material that is in scope.

Our course is designed to be true to the ITIL® books.  You will learn core ITIL® content.

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