Course: ITIL Expert - Operational Support & Analysis

Operational Support and Analysis is one of the Service Capability stream of courses which will be of interest to candidates who wish to gain an in depth level of understanding of v3 processes as they relate to specific roles. Each course within the Service Capability stream contains groupings of processes and roles from within ITIL and is intended to offer candidates a balanced knowledge of ITIL practises which have a direct interaction and dependencies in their daily use.

Candidates completing the course can expect to gain an understanding of the practices of Operational Support and Analysis (OSA) and their importance to the provision of service and the achievement of operational excellence.

This includes:

• competency in the principles, objectives, processes, activities, methods and functions employed within OSA and how they interact with the rest of the Lifecycle
• an appreciation of the technology considerations for OSA
• an awareness of the implementation considerations for OSA
• insight into the operational challenges, risks and critical success factors associated with OSA
• recognition of how to measure OSA
• realisation of the importance of IT Security and its contribution to OSA

Course Structure

This classroom based course is a mix of lecture and discussion with practical exercises and coursework throughout.

The training includes detailed preparation for the examination which will be held at the end of Day Five

Introduction to Operational Support and Analysis (OSA)

• service as a concept (the role of utilities, warranties, capabilities and resources)
• service as a value proposition and value composition
• the ITIL processes, functions and roles
• the OSA processes and how they interact across Lifecycle
• the value to the business

Event Management

• the purpose, goal, objectives and scope of the process
• the business value of the process and the Service Catalogue
• process policies, principles and basic concepts
• process activities, methods and techniques
• process triggers, inputs, outputs and interfaces
• design considerations
• measuring the effectiveness and efficiency of the process
• challenges, key metrics, critical success factors and risks

Incident Management

• the purpose, goal, objectives and scope of the process
• the business value of the process and the Service Catalogue
• process policies, principles and basic concepts
• process activities, methods and techniques
• process triggers, inputs, outputs and interfaces
• the interface with Information Management
• measuring the effectiveness and efficiency of the process
• challenges, key metrics, critical success factors and risks

Request Fulfilment

• the purpose, goal, objectives and scope of the process
• the business value of the process and the Service Catalogue
• process policies, principles and basic concepts
• process activities, methods and techniques
• process triggers, inputs, outputs and interfaces
• the interface with Information Management
• measuring the effectiveness and efficiency of the process
• challenges, key metrics, critical success factors and risks

Problem Management

• the purpose, goal, objectives and scope of the process
• the business value of the process and the Service Catalogue
• process policies, principles and basic concepts
• process activities, methods and techniques
• process triggers, inputs, outputs and interfaces
• the interface with Information Management
• measuring the effectiveness and efficiency of the process
• challenges, key metrics, critical success factors and risks

Access Management

• the purpose, goal, objectives and scope of the process
• the business value of the process and the Service Catalogue
• process policies, principles and basic concepts
• process activities, methods and techniques
• process triggers, inputs, outputs and interfaces
• the interface with Information Management
• measuring the effectiveness and efficiency of the process
• challenges, key metrics, critical success factors and risks

Service Desk

• the purpose, goal, objectives and scope of the function
• organisational structures
• staffing options
• measuring the effectiveness and efficiency of the process
• outsourcing issues

Functions

• the key roles, responsibilities, objectives and activities of the OSA functions

Technology and Implementation Considerations

• generic requirements
• evaluation criteria for technology and tools
• how to implement Service Management technologies
• implementation considerations for Service Operation and Project Management
• project, risk and staffing practices for process implementation
• challenges, critical success factors and risks of implementation
• operational staff considerations
• assessing and managing operational risk