ITIL Service Capability Operational Support and Analysis

Duration: 
5 days
Codes: 
ITIL

Overview

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.

Course Outline

  • The ITIL Intermediate Qualification: The Operational support and analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.
  • Introduction to operational support and analysis:
  • The value to the business of OSA activities
  • The lifecycle within the OSA context
  • The scope of OSA processes and functions
  • Optimizing service operation performance.
  • Event management:
  • The event management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
  • The benefits and business value that can be gained from event management
  • Incident management:
  • The incident management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • The measurement model and the metrics that would be used to support incident management within OSA practices
  • The benefits and business value that can be gained from incident management
  • Request fulfilment:
  • The request fulfilment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • The benefits and business value that can be gained from request fulfilment as related to OSA
  • Problem management:
  • The end-to-end process flow for problem management inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support problem management within OSA practices
  • The benefits and business value that can be gained from problem management
  • Access management:
  • The end-to-end process flow for access management process inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support access management within OSA practices
  • The benefits and business value that can be gained 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 and operation, as well as any interfaces with other processes or lifecycle phases
  • The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
  • A measurement model and the metrics that would be used to support the service desk function within OSA practices.
  • Functions:
  • The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • The benefits and business value that can be gained from functions as related to OSA.
  • Technology and implementation considerations:
  • Technology requirements for service management tools and where/how they would be used within OSA for process implementation
  • What best practices should be used in order to alleviate challenges and risks when implementing service management technologies.

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
Buckinghamshire
Milton Keynes5 6598 £6598 2019-08-12
Buckinghamshire
Milton Keynes5 6598 £6598 2019-08-12
Edinburgh
Edinburgh5 6598 £6598 2019-08-19
London
London5 6598 £6598 2019-08-19
Edinburgh
Edinburgh5 6598 £6598 2019-08-19
Northamptonshire
Corby5 6598 £6598 2019-08-27
Oxfordshire
Oxford5 6598 £6598 2019-08-27
Berkshire
Swindon5 6598 £6598 2019-08-27
Yorkshire
Harrogate5 6598 £6598 2019-08-27
Middlesbrough
Teeside5 6598 £6598 2019-08-27
London
Gatwick5 6598 £6598 2019-08-27
Clwyd
Wrexham5 6598 £6598 2019-08-27
Berkshire
Bracknell5 6598 £6598 2019-08-27
Staffordshire
Stoke on Trent5 6598 £6598 2019-08-27
Cambridgeshire
Peterborough5 6598 £6598 2019-08-27
Cheshire
Crewe5 6598 £6598 2019-08-27
Warwickshire
Warwick5 6598 £6598 2019-08-27
Midlands
Northampton5 6598 £6598 2019-08-27
Cheshire
Chester5 6598 £6598 2019-08-27
Yorkshire
Doncaster5 6598 £6598 2019-08-27
Somerset
Bath5 6598 £6598 2019-08-27
Dundee
Dundee5 6598 £6598 2019-08-27
Leicestershire
Hinckley5 6598 £6598 2019-08-27
Suffolk
Ipswich5 6598 £6598 2019-08-27
Kent
Tonbridge5 6598 £6598 2019-08-27
West Sussex
Chichester5 6598 £6598 2019-08-27
London
Heathrow5 6598 £6598 2019-08-27
Leicestershire
Leicester5 6598 £6598 2019-08-27
Cheshire
Chester5 6598 £6598 2019-08-27
Somerset
Bath5 6598 £6598 2019-08-27
Gloucester
Gloucester5 6598 £6598 2019-08-27
Berkshire
Slough5 6598 £6598 2019-08-27
Berkshire
Bracknell5 6598 £6598 2019-08-27
Glamorgan
Swansea5 6598 £6598 2019-08-27
Buckingshire
High Wycombe5 6598 £6598 2019-08-27
Kent
Chatham5 6598 £6598 2019-08-27
Bedfordshire
Bedford5 6598 £6598 2019-08-27
Dorset
Fleet5 6598 £6598 2019-08-27
Dorset
Poole5 6598 £6598 2019-08-27
Derbyshire
Buxton5 6598 £6598 2019-08-27
Inverness
Inverness5 6598 £6598 2019-08-27
Midlands
Solihull5 6598 £6598 2019-08-27
Yorkshire
York5 6598 £6598 2019-08-27
Suffolk
Ipswich5 6598 £6598 2019-08-27
Manchester
Bolton5 6598 £6598 2019-08-27
Sunderland
Sunderland5 6598 £6598 2019-08-27
Jersey
Jersey5 6598 £6598 2019-08-27
Oxfordshire
Oxford5 6598 £6598 2019-08-27
Dorset
Bournemouth5 6598 £6598 2019-08-27
London
London5 6598 £6598 2019-08-27
London
Bromley5 6598 £6598 2019-08-27
Glamorgan
Swansea5 6598 £6598 2019-08-27
Manchester
Bolton5 6598 £6598 2019-08-27
Surrey
Guildford5 6598 £6598 2019-08-27
Midlands
Wolverhampton5 6598 £6598 2019-08-27
Derbyshire
Burton upon Trent5 6598 £6598 2019-08-27
Worcestershire
Worcester5 6598 £6598 2019-08-27
Hertfordshire
Watford5 6598 £6598 2019-08-27
Fife
Dunfermline5 6598 £6598 2019-08-27
Midlands
Wolverhampton5 6598 £6598 2019-08-27
Gloucestershire
Cirencester5 6598 £6598 2019-08-27
Essex
Chelmsford5 6598 £6598 2019-08-27
Middlesbrough
Middlesbrough5 6598 £6598 2019-08-27
Manchester
Manchester5 6598 £6598 2019-09-02
Yorkshire
Sheffield5 6598 £6598 2019-09-09
Yorkshire
Sheffield5 6598 £6598 2019-09-09
Sussex
Brighton5 6598 £6598 2019-09-16
Virtual
Virtual5 6598 £6598 2019-09-18
Virtual
Virtual5 6598 £6598 2019-09-18
Yorkshire
Leeds5 6598 £6598 2019-09-23
Aberdeenshire
Aberdeen5 6598 £6598 2019-09-23
London
London5 6598 £6598 2019-09-30
Norfolk
Norwich5 6598 £6598 2019-10-07
Bristol
Bristol5 6598 £6598 2019-10-07
Norfolk
Norwich5 6598 £6598 2019-10-07
Devon
Exeter5 6598 £6598 2019-10-07
Manchester
Manchester5 6598 £6598 2019-10-14
Tyne and Wear
Newcastle5 6598 £6598 2019-10-21
Yorkshire
Leeds5 6598 £6598 2019-10-28
Yorkshire
Leeds5 6598 £6598 2019-10-28
Merseyside
Liverpool5 6598 £6598 2019-11-04
Merseyside
Liverpool5 6598 £6598 2019-11-04
Virtual
Virtual5 6598 £6598 2019-11-06
Bristol
Bristol5 6598 £6598 2019-11-11
Bristol
Bristol5 6598 £6598 2019-11-11
Kent
Maidstone5 6598 £6598 2019-11-18
Hampshire
Southampton5 6598 £6598 2019-11-25
Hampshire
Southampton5 6598 £6598 2019-11-25
Midlands
Birmingham5 6598 £6598 2019-11-25
Midlands
Birmingham5 6598 £6598 2019-11-25
London
London5 6598 £6598 2019-12-02
London
London5 6598 £6598 2019-12-02
Devon
Exeter5 6598 £6598 2019-12-02
Glamorgan
Cardiff5 6598 £6598 2019-12-02
Glamorgan
Cardiff5 6598 £6598 2019-12-02
Bristol
Bristol5 6598 £6598 2019-12-02
Midlands
Birmingham5 6598 £6598 2019-12-09
Midlands
Birmingham5 6598 £6598 2019-12-09
Nottinghamshire
Nottingham5 6598 £6598 2019-12-16
London
London5 6598 £6598 2020-01-06