ITIL 2011 Intermediate - Capability - Operational Support and Analysis

Duration: 5 days

Course Description:

ITILis comprised of five core publications: Service Strategy, Service Design, Service Transition,Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.The Service Lifecycle stream focuses on ITIL practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the process and practice elements used within it.The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle. The ITIL OSA (Operational Support & Analysis) course is part of the ITIL Intermediate Capability certification stream. The course prepares candidates to take the ITI Operational Support & Analysis Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

Course and Learning Objectives:

At the end of this course, you will learn:

• The concept of Service Management as a practice

• The role of processes in the Lifecycle

• The purpose, goal and objectives of the Event Management Process

• The Service Desk Role and concepts

• The purpose, goal and objectives of the Incident Management Process

• The purpose, goal and objectives of the Problem Management Process

• The purpose, goal and objectives of the Request Fulfillment Process

• The purpose, goal and objectives of the Access Management Process

• How to plan and implement Service Management Technologies

Course Approach:

Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle.An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Operational, Support & Analysis certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. Quint Wellington Redwood’s integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

Course Student Material:

Students will receive an ITIL Operational Support & Analysis classroom workbook containing all of the presentation materials, course notes, case study and sample exams. 

Concepts Covered:

1. INTRODUCTION

• Introduction/Housekeeping

• The concept of Service Management as a practice

• Service, its value proposition and composition

• Functions and processes across the lifecycle

• The role of processes in the Service Lifecycle

• How Service Management creates business value

• How Operational Support and Analysis supports the

Service Lifecycle

2. Event Mana gement

• Purpose, goal and objectives

• Scope

• The Value to business and the Service Lifecycle

• Policies, principles and basic concepts

• Triggers, inputs and outputs and process interfaces

• Involvement in Information Management

• Metrics

• Challenges, Critical Success Factors and risks

• How to design for Event Management

3. SERVICE Desk

• The Service Desk role & objectives

• Service Desk organizational structures

• Service Desk staffing options

• Service Desk metrics that can be used to measure its effectiveness and efficiency

• Issues and safeguards to consider when outsourcing the Service Desk

4. Incident Management

• Purpose, goal, objectives & Scope

• Value to business and to the Service

• Policies, principles and all basic concepts

• Process activities, methods and techniques and how they relate to the   ServiceLifecycle

• Triggers, inputs and outputs and the process interfaces

• Involvement in Information Management

• Metrics

• The challenges, Critical Success Factors and risks

5. Problem Management       

• Purpose, goal and objectives

• Scope

• Value to business and Service Lifecycle

• Understanding of the policies, principles and the problem model concept

• Process activities, methods and techniques and how they relate to the Service Lifecycle

• Triggers, inputs and outputs and the process interfaces

• Involvement in Information Management

• Metrics

• Challenges, Critical Success Factors and risks

6. Request Fulfillment

• Purpose, goal and objectives

• Scope

• Value to business and to the Service Lifecycle

• Policies, principles and the request model concept

• Process activities, methods and techniques and how they relate to the Service Lifecycle

• Triggers, inputs and outputs and the process interfaces

• Involvement in Information Management

• Metrics

• Challenges, Critical Success Factors and risks

7. Access Mana gement           

• Purpose, goal and objectives

• Scope

• Value to business and Service Lifecycle

• Policies, principles and basic concepts

• Process activities, methods and techniques and how they relate with the Service Lifecycle

• Triggers, inputs and outputs and the process interfaces

• Involvement in Information Management

• Metrics

• Challenges, Critical Success Factors and risks

8. Functions

• Service Desk Roles, Objectives and Activities

• Technical Management Roles, Objectives and Activities

• IT Operations Management Roles, Objectives and Activities

• Application Management Roles, Objectives and Activities

9. Technology and Implementation Considerations   

• Generic requirements for technology to support process capability

• Evaluation criteria for technology and tools for process implementation

• Project, risk and staffing practices for process implementation

• Challenges, Critical Success Factors and risks

• How to plan and implement Service Management technologies

10. Exam Preparation

• Sample Exams

• Feedback

• Recap

About the Examination:

  • Exam Format:
  • Multiple choice, scenario-based, gradient
  • scored questions.
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%
  • Exam Delivery: Online or paper based
  • Exam Duration: 90 minutes
  • Open/Closed Book: Closed Book

Prerequisites:

An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.

Credits:

Upon successfully achieving the ITIL

Operational Support & Analysis certificate,the student will earn 4 credits in the ITIL

qualification scheme.Project Management Institute – Professional Development Units (PDUs) = 35

Target Audience:

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions.