ITIL Service Capability: Operational Support & Analysis

5 Day Course
Official ITIL Curriculum
Code IOSA

Book Now - 3 Delivery Methods Available:

Scheduled Online Onsite

The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management processes, the Service Desk, Technical Management, IT Operations Management and Application Management functions as integral parts of its overall business-focussed Services Framework.


The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams. The course is suitable for individuals who require a deep understanding of Operational Support & Analysis processes and how they may be used to enhance the quality of IT service provision within an organisation. It offers a natural career development path for practitioner staff who already hold the ITIL® V3 Foundation Certificate or equivalent.

Objectives:

  • The purpose of Service Offerings & Agreement is to obtain knowledge on ITIL® terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL®.
  • The course provide delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.
  • The course prepare delegates for the ITIL® Capability examination in Service Offerings & Agreement.

Certfication:

  • The course forms part of the ITIL® Intermediate qualification programme.
  • The examination will consist of a complex multiple choice, closed book paper of 8 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 120 minutes to allow use of a dictionary.) The pass mark will be 65% or more.
  • Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

Introduction to Operational Support and Analysis (4 topics)

  • 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 (3 topics)

  • 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 (3 topics)

  • 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 (3 topics)

  • 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 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 request fulfilment as related to OSA

Problem Management (3 topics)

  • 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 (3 topics)

  • 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 (3 topics)

  • 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 (2 topics)

  • 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 (2 topics)

  • 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
Delegates are required to hold the ITIL® V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. Before taking the course, it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years. It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.

Additional Learning

The courses below may help you meet the knowledge level required to take this course. If you are unsure please ask a training advisor

CodeLocationDurationPrice Jul Aug Sep Oct Nov Dec
ITILCOSA 5 Days $4,080
ITILCOSA 5 Days $4,080
ITILCOSA
EXTENDED Classroom
(Available Live Online)
5 Days $4,080
ITILCOSA 5 Days $4,080
ITILCOSA
Leeds (City Exchange)
5 Days $4,080
21-25
ITILCOSA 5 Days $4,080
ITILCOSA 5 Days $4,080
ITILCOSA 5 Days $4,080
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