About the course

The Service Capability series is of interest to those who are looking for a deeper

understanding of specific IT Service Management processes, process activities,

and the execution and use of these processes throughout the Lifecycle.

This Operational Support and Analysis course highlights the practical aspects of

the ITIL Service Lifecycle and the processes associated with Operational Support

and Analysis (OSA). The main focus of this course is on the operational-level

process activities for Event Management, Incident Management, Request Fulfillment,

Problem Management, Access Management, Service Desk, Technical Management,

IT Operations Management, and Application Management. The course further teaches

supporting methods and approaches to executing these processes in a practical,

hands-on learning environment.

Audience

The main target group for this ITIL® Intermediate Qualification Certificate includes, but is not restricted to:

  • IT professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of the ITIL® Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization which has adopted and adapted ITIL® and who need to be informed about, and thereafter contribute to, an ongoing service improvement program
  • Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management which shall be presented as documentary evidence to gain admission.

  • At least 30 contact hours with an Accredited Training Organization (ATO) or an accredited e-learning solution, as part of a formal, approved training course
  • 2 to 4 years’ professional experience working in IT service management is highly desirable
  • Hold the ITIL® Foundation Certificate in IT Service Management
  • It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.


Additionally it is recommended that candidates:

Can demonstrate familiarity with IT terminology and understand Operational Support and Analysis within the context of their own business environment.
Have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines:

  • Event management process
  • Incident management process
  • Request fulfillment process
  • Problem management process
  • Access management process
  • Service desk
  • Technical management
  • IT operations management
  • Application management.


Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Operation and Service Transition publications.

Options of Course Delivery

In English
In class at the client site, virtual ONLINE (Instructor-Led) WEBEX or online at your own pace

Certification Exam

This five (5) days classroom-training course with examination held on the afternoon of the 5th day and includes a sample examination and preparation to re-enforce the knowledge gained.
The format of the examination consists of a closed book paper of 8 multiple-choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed an additional 30 minutes and allowed use of a dictionary). The passing mark is 70% or more than 28 correct answers.

Course Content

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain the competence in the following areas upon successful completion of the education and examination components related to this certification:

The value to the business of OSA activities

How OSA activities support the service lifecycle

Optimizing service operation performance

How the processes in OSA interact with other service lifecycle processes

How to use the OSA processes, activities and functions to achieve operational excellence

How to measure OSA

The importance of IT security and its contributions to OSA

Understanding the technology and implementation considerations surrounding OSA

The challenges, critical success factors (CSFs) and risks associated with OSA

Specific emphasis on the service operation lifecycle processes and roles included in:

  • Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service
  • Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
  • Request fulfillment, which fulfills a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
  • Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
  • Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.

Operational activities of processes covered in other Lifecycle phases such as:

  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Capacity Management
  • Availability Management
  • Knowledge Management
  • Financial Management for IT Services, and
  • IT Service Continuity Management


Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.

The program covers the following modules:

The candidates are able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:

Introduction

The value to the business of OSA activities

The context of OSA activities within the service lifecycle
How OSA activities support the service lifecycle
Optimizing service operation performance

Event Management

The purpose and objectives of the event management process
The scope of the event management process
The value to business and to the service lifecycle
The policies, principles and basic concepts of event management
Designing for event management
Use of event rule sets and correlation engines
The process activities, methods and techniques that enable this process and how it relates to the service lifecycle
The triggers, inputs and outputs, and interfaces
Information management within the event management process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the event management process
The challenges and risks associated with the event management process

Incident Management

The purpose and objectives of the incident management process
The scope of the incident management process
The value to business and to the service lifecycle
The policies, principles and basic concepts of incident management
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs and outputs and interfaces
Information management within the incident management process
How critical success factors and key performance indicators can be used to check the effectiveness and efficiency of the incident management process
The challenges and risks associated with the incident management process

Request Fulfilment

The purpose and objectives of the request fulfilment process
The scope of the request fulfilment process
The value to business and to the service lifecycle
The policies and principles of request fulfilment and the request model concept
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs and outputs and interfaces
Information management within the request fulfilment process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the request fulfilment process
The challenges and risks associated with the request fulfilment process

Problem Management

The purpose and objectives of the problem management process
The scope of the problem management process
The value to business and service lifecycle
The policies, principles and basic concepts of problem management and the problem model concept
Problem Analysis techniques and error detection in development environments.
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs and outputs, and interfaces
Information management within the problem management process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the problem management process
The challenges and risks associated with the problem management process

Access Management

The purpose and objectives of the access management process
The scope of the access management process
The value to business and service lifecycle
The policies, principles and basic concepts of access management
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs and outputs, and interfaces
Information management within the access management process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the access management process
The challenges and risks associated with the access management process

The Service Desk

The service desk role
The service desk objectives
Different service desk organizational structures
Different service desk staffing options
Measuring service desk performance
Issues and safeguards to consider when outsourcing the service desk

Common OSA functions and roles

The roles within each function
The roles within each OSA process
The objectives of each function
The activities of each function

Technology and Implementation considerations

The generic requirements for technology to support process capability
The evaluation criteria for technology and tools for process implementation
Project, risk and staffing practices for process implementation
The challenges, risks and CSFs related to implementing practices and processes
How to plan and implement service management technologies











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ITIL® Intermediate Capability Path – Operational Support & Analysis

Workshops

On Site Classes 


2 Days

8:30am to 4:30pm MT

Contact for pricing