ITIL® Operational Support Analysis

This official ITIL® capability certification course enables you to master the key ITIL® processes needed to create a stable IT infrastructure that businesses can rely on. It includes a mix of instructor-led training and hands-on exercises to help participants learn about the practical application of the ITIL® concepts, organisational structures, roles, functions and process activities related to the following processes:

  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Event Management
  • Access Management

This course prepares you for the exam leading to the ITIL® Intermediate Certificate: Operational Support and Analysis. In addition, this certification contributes 3 credits towards the “ITIL® Expert” certification.

 

Course Objectives

 

During this course you will learn:

  • How OSA processes and functions bring value to the business in supporting the service lifecycle
  • In-depth review of the key processes, and their associated activities, functions, roles, responsibilities, challenges, risks and critical success factors:
    • Incident Management: Focuses on restoring services back to normal operations as soon as possible, according to agreed service levels
    • Problem Management: Focuses on the prevention of Problems and the elimination of recurring Incidents
    • Request Fulfillment: Manages the fulfillment of requests for services, with a goal of providing quick and effective access to standard services which business staff can use to improve their productivity
    • Event Management: Focuses on any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
    • Access Management: Grants authorised users the right to use a service, while preventing access to non-authorised users
  • In-depth review of these critical related functions: IT Operations Management, Technical Management, Application Management and the Service Desk
  • The impact operational support and analysis has on operational activities and other processes such as Change, Configuration, Release & Deployment, Capacity, Availability, Knowledge, Financial, and IT Service Continuity Management
  • Technology and implementation considerations

 

Target Audience

 

Individuals involved in the Operational Support and Analysis processes and functions identified above, and who require a deep understanding of how they may be used to enhance the quality of IT service support within an organisation.