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  • ITIL 3/2011 Capability Operational Support and Analysis (OSA)
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. 

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
Operational Processes
    • 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
        . Problems vs Known Errors
      • 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


      Please contact Deep Creek Center for information.
      It is only a solution if it produces the desired results. 
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