ITIL v3 Operational Support & Analysis (OSA)

Based on the 2011 Edition

Class Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

Introduction
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
The Service Desk
Common OSA Functions
Technology and Implementation Considerations

In addition, the training will include examination preparation, including a mock examination opportunity.

Target Audience

The target group of the ITIL Expert Qualification: Operational Support and Analysis is:

Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the v2 Foundation plus the v3 Foundation Bridge Certificate and who wish to advance to higher-level ITIL certifications
Individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an on-going service improvement program
Operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, the Problem Management Process, the Access Management Process, the Service Desk, Technical Management, IT Operations Management and Application Management

This may include, but is not limited to, IT professionals, business managers and business process owners.

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

It is also strongly recommended that candidates:

Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
Have experience working in the service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines:
- Event Management Process
- Incident Management Process
- Request Fulfillment Process
- Problem Management Process
- Access Management Process
- Service Desk
- Technical Management
- IT Operations Management
- Application Management

It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, in particular, the ITIL Service Operation publication.

Approximately·2 hour of home study each evening

Course Length

Five days- includes lecture, classroom group exercises, exam preparation, and exam

Exam

90-minute timed test
Closed book
Passing score: 28/40 or 70%

Class Size

Maximum of 18 students

Objectives

Introduction

The value to the business of OSA activities
The scope of OSA processes and functions:
- Event
- Incident
- Problem and Access Management
- Request Fulfillment
- The Service Desk
How OSA supports the service lifecycle
Optimizing Service Operation performance

Event Management

The purpose, goal and objectives of the Event Management process
The scope of the Event Management process
The value to business and to the service lifecycle
The policies, principles and basic conceptsof Event Management
Designing for Event Management
Use of event rule sets and correlation engines
The process activities, methods and techniques that enable this process and how it relates to the service lifecycle
The triggers, inputs, outputs and interfaces
Information Management within the Event Management process
The Event Management involvement in Information Management
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Event Management process
The challenges and risks associated with the Event Management process

Incident Management

The purpose and objectives of the Incident Management process
The scope of the Incident Management process
The value to business and to the service lifecycle
The policies, principles and all basic concepts of Incident Management
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs, outputs and interfaces
Information Management within the Incident Management process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Incident Management process
The challenges and risks associated with the Incident Management process

Request Fulfillment

The purpose and objectives of the Request Fulfillment process
The scope of the Request Fulfillment process
The value to business and to the service lifecycle
The policies and principles of Request Fulfillment and the request model concept
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs, outputs and interfaces
Information Management within the Request Fulfillment process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Request Fulfillment process
The challenges and risks associated with the Request Fulfillment process

Problem Management

The purpose and objectives of the Problem Management process
The scope of the Problem Management process
The value to business and to the service lifecycle
The policies and principles of Problem Management and the problem model concept
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs, outputs and interfaces
Information Management within the Problem Management process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Problem Management process
The challenges and risks associated with the Problem Management process

Access Management

The purpose and objectives of the Access Management process
The scope of the Access Management process
The value to business and to the service lifecycle
The policies, principles and basic concepts of Access Management
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs, outputs and interfaces
Information Management within the Access Management process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Access Management process
The challenges and risks associated with the Access Management process

Service Desk

The Service Desk role
The Service Desk objectives
Different Service Desk organizational structures
Different Service Desk staffing options
Measuring Service Desk performance
Issues and safeguards to consider when outsourcing the Service Desk

Functions

The roles of each function
Their objectives
Each function’s activities

Technology and Implementation Considerations

The generic requirements for technology to support process capability
The evaluation criteria for technology and tools for process implementation
Project, risk and staffing practices for process implementation
The challenges, risks and Critical Success Factors related to implementing practices and processes
How to plan and implement Service Management technologies

Summary; Exam Preparation and Directed Studies

Eligibility for the exam

To be eligible for the ITIL Expert Qualification: Operational Support & Analysis examination, the candidate must have fulfilled the following requirements:

At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
It is also recommended that students should complete a minimum 12 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