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ITIL® V3 Service Capability – Operational Support & Analysis (OSA)
Duration: 5 Days
The Knowledge Academy Materials and trainers
The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.
Pre Reading Material
It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are advised to purchase and read the following publication in advance of the course
ISBN 9780113310463
It is also strongly recommended that candidates:
• Can demonstrate familiarity with IT terminology and understand the context of Service Strategy management in their own business environment
• Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Deployment Management and Evaluation Management
• Complete the pre-course work which includes reading the Key Element Guide for Operational Support and Analysis. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Transition and Service Operation books—in advance of attending the training will help with overall understanding of the course.
It is recommended that Intermediate courses require approximately 1 hour of home study each evening.
APMG Intermediate examination
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.
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 is 70% or more.
Course Content
Candidates can expect to gain knowledge and understanding in the following:
Introduction to Operational Support and Analysis
• The concept of Service Management as a practice
• How it delivers value to customers and the business
• The underpinning processes and functions that support the Service Lifecycle
• Which stages of the Service Lifecycle contribute to Operational Support and Analysis how they
interact
Event Management
• 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 provide examples of how it is used to ensure Quality Service
within OSA
• The benefits and business value that can be gained from Event Management
Incident Management
• 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
• The Request Fulfillment 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 Fulfillment as related to OSA
Problem Management
• 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
• 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
• 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 Quality Service within OSA
• A measurement model and the metrics that would be used to support the Service Desk function
within OSA practices
Functions
• 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
• 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
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