Course 351:
ITIL® Capability Stream: Operational Support and Analysis

(5 days)

 

Course Description

This five-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Learning Objectives

At the end of this course, the learner will gain competencies in:

  • Understanding Service Management as a practice and the principles, purposes, and objectives of Operational Support and Analysis
  • Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
  • The activities, methods, and functions used in each of the Operational Support and Analysis processes
  • The application of Operational Support and Analysis processes, activities, and functions to achieve operational excellence
  • How to measure Operational Support and Analysis performance
  • The importance of IT Security and how it supports Operational Support and Analysis
  • Understanding technology and implementation requirements in support of Operational Support and Analysis
  • The challenges, critical success factors, and risks related with Operational Support and Analysis

Customer Value

This course allows the learner to broaden and deepen their knowledge and understanding of the principles of the process areas under study. They will then be equipped to contribute effectively to ITIL-based service improvement efforts in their organizations and to contribute to successful ongoing role-based activities. Upon successful completion of the associated certification, participants will have 4 credits towards an ITIL Expert certificate.

Who Should Attend

The Operational Support and Analysis Capability course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications
  • Individuals and/or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization; for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management, and Application Management
  • IT professionals involved in IT Service Management implementation and improvement programs
  • A typical role includes (but is not restricted to): IT professionals, IT/business managers and IT/business process owners, IT practitioners

Prerequisites

Candidates for this course must:

  • Hold an ITIL Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL; e.g.: earlier ITIL qualifications, must pass the current ITIL Foundation exam before attending this course)
  • There is no minimum mandatory requirement but two to four years professional experience working in IT Service Management is highly desirable
  • 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 exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
      • Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management, and Application Management
    • It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification

Certification

Only candidates who have attended a course given by an accredited training provider may sit for the examination.   Each examination consists of eight (8) multiple choice, scenario-based questions that will be scored on a gradient.  Candidates writing the examination in their first language will have a maximum of 90 minutes to complete it. (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary.) A grade of 70% or higher is necessary to pass the exam.

Expert Qualification Credits

  • Upon successful passing of the ITIL Operational Support and Analysis Capability exam, the student will be recognized with 4 credits in the ITIL qualification scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 40

Course Outline

Course Introduction

  • Introductions
  • Course Introduction
  • Course Learning Objectives
  • Unique Nature of the Course
  • Course Qualification Scheme
  • Course Agenda and Exam Details
  • Course Agenda
  • ITIL Intermediate Classroom Course
  • ITIL Intermediate Expert Program Course
  • ITIL Intermediate Classroom Blended Course
  • ITIL Intermediate Virtual Classroom Blended Course

Unit 1: Introduction

  • 1 Business Value of OSA Activities
  • 2 Scope of the Process
  • 3 Context of OSA Activities within the Service Lifecycle
  • 4 Support of OSA Activities for the Service Lifecycle
  • 5 Optimizing Service Operation Performance
  • Summary of Unit 1

Unit 2: Event Management

  • 1 Purpose and Objectives
  • 2 Scope of the Process
  • 3 Business Value of the Process
  • 4 Policies, Principles, and Basic Concepts
  • 5 Designing for Event Management
  • 6 Use of Event Rule Sets and Correlation Engines
  • 7 Process Activities, Methods, and Techniques
    • 7.1 Event Occurrence, Event Notification, and Event Detection
    • 7.3 Responses to Events
    • 7.4 Review Actions and Close Event
  • 8 Triggers, Inputs, Outputs, and Process Interfaces
  • 9 Information Management
  • 10 Process Measurement
  • 11 CSI References within the Context of Event Management
  • 12 Challenges and Risks
  • 13 Group/Individual Exercise
  • 14 Sample Test Question
  • Summary of Unit 2

Unit 3: Incident Management

  • 1 Purpose and Objectives
  • 2 Scope of the Process
  • 3 Business Value of the Process
  • 4 Policies, Principles, and Basic Concepts
  • 5 Process Activities, Methods, and Techniques
    • 5.1 Incident Identification, and Logging
    • 5.2 Incident Categorization
    • 5.3 Incident Prioritization
    • 5.4 Initial Diagnosis
    • 5.5 Incident Escalation
    • 5.6 Incident Investigation and Diagnosis
    • 5.7 Incident Resolution, Recovery, and Closure
  • 6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • 7 Information Management
  • 8 Process Measurement
  • 9 CSI References within the Context of Incident Management
  • 10 Challenges and Risks
  • 11 Group/Individual Exercise
  • 12 Sample Test Question
  • Summary of Unit 3

Unit 4: Request Fulfilment

  • 1 Purpose and Objectives
  • 2 Scope of the Process
  • 3 Business Value of the Process
  • 4 Policies, Principles, and Basic Concepts
  • 5 Process Activities, Methods, and Techniques
  • 6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • 7 Information Management
  • 8 Process Measurement
  • 9 Challenges and Risks
  • 10 Group/Individual Exercise
  • Summary of Unit 4

Unit 5: Problem Management

  • 1 Purpose and Objectives
  • 2 Scope of the Process
  • 3 Business Value of the Process
  • 4 Policies, Principles, and Basic Concepts
  • 5 Process Activities, Methods, and Techniques
    • 5.1 Problem Detection and Logging
    • 5.2 Problem Categorization and Prioritization
    • 5.3 Problem Investigation and Diagnosis
    • 5.4 Workarounds and Raising a Known Error Record
    • 5.5 Problem Resolution and Closure
    • 5.6 Major Problem Review
  • 7 Information Management
  • 8 Process Measurement
  • 9 Challenges and Risks
  • 10 Sample Test Question
  • Summary of Unit 5

Unit 6: Access Management

  • 1 Purpose and Objectives
  • 2 Scope of the Process
  • 3 Business Value of the Process
  • 4 Policies, Principles, and Basic Concepts
  • 5 Process Activities, Methods, and Techniques
    • 5.1 Request Access and Verification
    • 5.2 Provide Rights
    • 5.3 Check and Monitor Identity Status
    • 5.4 Log and Track Access
    • 5.5 Remove or Restrict Rights
  • 6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • 7 Information Management
  • 8 Process Measurement
  • 9 Challenges and Risks
  • 10 Group/Individual Exercise
  • 11 Sample Test Question
  • Summary of Unit 6

Unit 7: Service Desk

  • 1 Role of the Service Desk
  • 2 Service Desk Objectives
  • 3 Service Desk Organizational Structures
  • 4 Service Desk Staffing
  • 5 Measuring Service Desk Performance
  • 6 Outsourcing the Service Desk
  • 7 Group/Individual Exercise
  • 8 Sample Test Question
  • Summary of Unit 7

Unit 8: Common OSA Functions and Roles

  • 1 The Technical Management Function
  • 2 The IT Operations Management Function
  • 3 The Application Management Function
  • 4 Roles and Responsibilities
  • 5 Group/Individual Exercise
  • 6 Sample Test Question
  • Summary of Unit 8

Unit 9: Technology and Implementation Considerations

  • 1 Generic Technology Requirements
  • 3 Evaluation Criteria for Technology and Tools for Process Implementation
  • 4 Project, Risk, and Staffing Practices for Process Implementation
  • 5 Challenges, Csfs, and Risks in Process Implementation
  • 6 Planning and Implementing Service Management Technologies
  • 7 Group/Individual Exercise
  • 8 Sample Test Question
  • Summary of Unit 9

Unit 10: Exam Preparation Guide

  • 1 Mock Exam 1
  • 2 Mock Exam 2

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