ITIL® Service Capability - Operational Support and Analysis
Capability modules focus on the design and day-to-day management of ITIL® processes and practices.
(5 days, 4 points towards ITIL® Expert qualification).
Capability modules are the processes to ensure the help for business functionality; Operational Support and Analysis focuses on the need for managing the day-to-day operation of an IT service.
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Focuses on the relevant aspects of Operational Support and Analysis from the perspective of management. The course will study the key principles, processes, and activities associated with this phase.
Suitable for anyone in the following IT professions and areas;
Availability Manager; System Software
IT Operations Manager
Network Control and Operation
Database Administrator Problem Manager
or Network Support.
The list is for guidance only, and choices will depend on your career goals and objectives.
- Utilise the Incident and problem management processes
- Adopt an early warning system using Event management processes
- Use the Request Fulfilment process
- Understand the Access management process
- Arrange the delivery of services
- Implement the Service Desk function
- Organise transition services
- Carry-out toolset selection using best practice techniques
Organisations can maximise the benefits of those services by increasing the availability of the service and the productivity of their staff. They will be able to demonstrate a level of understanding and competency in operating services in any situation which may require it.
Being in the know on Operational Support and Analysis will ensure that the delivery of services match the requirements of the business. Delegates will be able to spot the weakness in design, delivery and functionality, and feed this back to the CSI phase.
Gaining the OSA qualification will demonstrate your ability to contribute to and deliver services in the operation arena.
Focuses on the role of Operation Support & Analysis (OSA) within the Lifecycle
Understand the value to the business of OSA processes
How to optimize Service Operation performance
How to apply event management principles and techniques to ensure the operation of effective service solutions
Event management processes inclusive of its design strategy and activities as well as its organisational structure
Understand the benefits that can be gained from event management
Looks at measurement models used to support incident management with OSA processes
What’s involved in incident management
Identifies the activities and methods and how they relate to the Service Lifecycle
Studies the policies, principles and the request model concept
How to deal with user service requests
How KPIs help to verify effectiveness and efficiency of the request fulfillment process
Covers the key principles and concepts of access management
Differentiate between access management and information management
Identifies the challenges and critical success factors
Discusses service desk objectives and goals
Explores the impact of service desk on customer perception
Looks at organizational structure and staffing options
The Service Operation functions of Technical Management, IT Operations Management, and Applications Management and how they contribute to OSA
Identifies the function of each role and understand the functions’ roles within an organization
Technology implementation as part of implementing service management process capabilities
Special technology functions and features that are related to OSA
How to plan and implement service management technologies
Delegates must already hold the ITIL Foundation Certificate in IT Service Management, gained from the ITIL Foundation course.
21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operation publication.
Duration: 90 minutes
Day Taken: Final day of course
Exam Type: 8 complex multiple choice questions (closed book)
Pass Rate: 70% - 28/40
Photographic ID is required to sit the exam, ideally a Passport or Driving License.
Exam results will come directly to you from PEOPLECERT.