About ITIL® Operational Support and Analysis

The Operational Support and Analysis (OSA) module is one of the certifications in the ITIL® Service Capability work stream. The module focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management. The content of the course is based mainly on the best practice guidance contained in the ITIL Service Operation publication. The OSA course can teach organizations and individuals how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers. It also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or programme can provide the high quality and cost-effective IT services that are required to meet organizational needs.

Course Details

Core Service Operation Processes
Event management
The role of OSA processes in the lifecycle
How OSA supports the service lifecycle

Core Service Operation Processes
Event management
The purpose, goal and objectives of event management
Triggers, inputs, outputs and the process interfaces
Using critical success factors to check effectiveness
Employing active and passive monitoring tools

Incident management
Managing the incident lifecycle
Identifying process activities, methods and techniques and how they relate to the service lifecycle
Interaction with design services
Incident management involvement

Request fulfillment
Scope of the processes
check efficiency
The policies, principles and the request model concept
Dealing with service requests from users
How KPIs can verify effectiveness and efficiency of the request fulfillment process

Problem management
The objectives of the problem management process
Managing the lifecycle of problems
Value to the business and the service lifecycle
Identifying triggers, input and output to other processes
Analyzing critical success factors to check efficiency

Access management
Policies, principles and basic concepts
Managing authorized user access
Distinguishing access management and information management
Executing security and availability management policies
Challenges and critical success factors
Verifying effectiveness and efficiency

Service Desk
Establishing the service desk objectives
Organizational structures and staffing options
Providing a single point of contact
Measuring effectiveness and efficiency
Impact of service desk on customer perception
Reasons and options for outsourcing the service desk

Service Operation Functions
Functions of technical management, IT operations management and application management
How the functions contribute to OSA
Identifying the roles of each function
Distinguishing the objectives of each function
Analyzing the function’s activities

Technology Considerations
Generic technology requirements
Evaluation criteria for technology and tooling for process implementation
Planning and implementing service management technologies
Assessing and managing the project, risk and staffing for process implementation
Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations
Managing change in service operation
Examining implementation aspects of service operation and project management
Assessing and managing risk in service operation
Operational staff considerations in service design and transition
How to plan and implement service management technologies

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