This 5 day hands on program leads to a Certificate in ITIL Service Capability Management - Operational Support and Analysis. The Service Capability series is focused on role based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within ITIL IT Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use.
- Home
- ITIL 3/2011 Capability Operational Support and Analysis (OSA)
ITIL® 3/2011 Capability Operational Support and Analysis (OSA)
What You Will Accomplish
The Operational Support and Analysis subject areas are:
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
Who Should Attend
The Service Capability series will be of interest to candidates who wish to be certified in a deep level understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum; however the primary focus is the process activities, execution and use throughout the Service Lifecycle.
Job Roles include:
- Service Desk personnel and management
- Technical Support personnel and management
- Data Center Operations personnel and Management
- Security Operations personnel and Management
- Application Support personnel and Management
- Project and Program Managers looking to better integrate Operational Readiness
Please contact Deep Creek Center for information on scheduling a course.
Course Length |
5 days |
Credits Earned |
38 PDU credits 4 ITIL credits |
Course Outline
Principles of Operational Support and Analysis
- Organization
- Balancing and Tradeoffs
- Service Culture
- Lifecycle Engagement
- Communications
- Organizational Learning
- Event Management
- Scope and Objectives
- Value to the Business
- Occurrence and Notification
- Detection and Filtering
- Significance and Correlation
- Responses
- Review and Closure
- Process Relationships
- Event Design
- Triggers, Inputs, and Outputs
- CSF, Challenges, and Risks
- Incident Management
- Scope and Objectives
- Value to the Business
- Identification and Logging
- Categorization
- Prioritization
- Diagnosis
- Escalation
- Resolution
- Closure
- Triggers, Inputs, and Outputs
- CSF, Challenges, and Risks
Operational Processes cont’d
- Request Fulfillment
- Scope and Objectives
- Value to the Business
- Receiving Requests
- Logging and Validation
- Approvals
- Categorization and Prioritization
- Using Request Models
- CSF, Challenges, and Risks
- Problem Management
- Scope and Objectives
- Value to the Business
- Managing the Problem . Root Cause Analysis
- Managing the Known Error . Communications and Guidance) . The Known error Database (KEDB)) . Effecting the Removal” of Errors)
- Triggers, Inputs, and Outputs
- CSF, Challenges, and Risks
- Access Management
- Scope and Objectives
- Value to the Business
- Access requests and Verification
- Access Provisioning
- Monitoring Identity Status
- Access Requests, Restriction, and Removal
- Triggers, Inputs, and Outputs
- CSF, Challenges, and Risks
Operational Activities of other Lifecycle Processes
- Change Management
- Configuration Management
- Release and Deployment Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Financial Management
- OSA Common Activities
- Monitoring and Control
- IT Operations
- Mainframes
- Servers
- Networks
- Storage
- Databases
- Directory Services
- Desktop
- Middleware
- Internet/Web
- Facilities and Data Center
- IT Security
- Service Operation Functions
- Service Desk
- Technical Management
- Application Management
- IT Operations Management
- Organization and Implementation
- Organizational Structures
- Roles and Responsibilities
- Technology
- Implementation Guidelines
Prerequisites
ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.Exam
An optional eight-question, ninety-minute, closed book, multiple choice, multi-part, scenario based examination is administered by an independent proctor at the end of the course. Certification is through Peoplecert. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam. Each student will be awarded three credits towards ITIL Expert® certification upon successful completion of the exam.Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.
Please contact Deep Creek Center for information.
It is only a solution if it produces the desired results.
It is only a solution if it produces the desired results.
ITIL® is a registered trademark of Axelos Ltd.