ITIL® Service Capability - Operational Support and Analysis

Below is a list of the topics covered during this 5 day ITIL® course:

Introduction to Operational Support and Analysis:

• The importance to the business of OSA actions
• The ITIL® lifecycle within the OSA framework
• The scope of OSA procedures and purposes
• Enhancing service operation performance

Event Management:

• Design, policy, components, actions, roles and operation
• How it is used to guarantee service quality within OSA
• The benefits and business value from event management

Incident Management:

• Design, policy, components, actions, roles and process
• The metrics that would be implemented to encourage incident management
• The benefits and business value from incident management

Request Fulfilment:

• Design, strategy, components, activities, roles and operation
• The metrics that would be used to support request completion
• The benefits and business value from request completion

Problem Management:

• The end-to-end process flow for problem management inclusive of design strategy, components & activities
• The metrics that would be executed to support problem management
• The benefits and business value from problem management

Access Management

• The end-to-end process flow for access management process inclusive of design strategy, components & activities
• The metrics that would be used to support access management
• The benefits and business value from access management as related to OSA

The Service Desk:

• The complete end-to-end process flow for the service desk function inclusive of design strategy, components & activities
• The service desk validation components and actions (eg service desk role, organizational structures, challenges, & issues)
• The metrics that would be used to support the service desk function

Functions:

• The end-to-end process flow for OSA functions (ie technical management, IT operations management, and applications management)
• The benefits and business value from OSA functions

Technology and Implementation Considerations:

• Technology supplies for effective OSA for process operation
• Best practices to ease challenges and risks when applying service management skills

The exam is to be completed at a mutually convenient date (please see the below details for further information).

Online Exam:

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

The benefits of Online Exams are:

• Rather than having to be out of the office for a paper exam, once you have received your exam voucher you can arrange directly with the accrediting body for a time that suits you
• It allows you to complete all revision activities at your own pace to help you prepare for your exam to maximise your passing potential
• It allows you to revise further before taking the exam
• Exam results are issued much quicker than the paper based format

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