ITIL Intermediate - Operational Support and Analysis

( Duration: 5 Days )

In ITIL Intermediate – Operational Support and Analysis Exam Preparatory Training course, Participants learn to plan, implement and optimize ITIL OSA processes.

By attending this ITIL Intermediate – Operational Support and Analysis Exam Preparatory workshop, Participants will learn to:

  • Prepare for the ITIL Operational Support and Analysis (OSA) Exam
  • Outline key activities for ITIL OSA processes
  • Achieve operational excellence by applying ITIL OSA processes
  • Verify the success of OSA by evaluating challenges, critical success factors and risks

The ITIL Foundation Certificate is required to take the ITIL Intermediate Operational Support and Analysis exam.



ITIL OSA: Introduction and Overview

  • Service management as a practice
  • The service value proposition
  • Optimizing operational service performance
  • The role of OSA processes in the lifecycle
  • How OSA supports the service lifecycle

Core Service Operation Processes

  • Event management
    • The purpose, goal and objectives of event management
    • Triggers, inputs, outputs and the process interfaces
    • Using critical success factors to check effectiveness
    • Employing active and passive monitoring tools
  • Incident management
    • Managing the incident lifecycle
    • Identifying process activities, methods and techniques and how they relate to the service lifecycle
    • Interaction with design services
    • Incident management involvement
  • Request fulfillment
    • Scope of the processes
    • The policies, principles and the request model concept
    • Dealing with service requests from users
    • How KPIs can verify effectiveness and efficiency of the request fulfillment process
  • Problem management
    • The objectives of the problem management process
    • Managing the lifecycle of problems
    • Value to the business and the service lifecycle
    • Identifying triggers, input and output to other processes
    • Analyzing critical success factors to check efficiency
  • Access management
    • Policies, principles and basic concepts
    • Managing authorized user access
    • Distinguishing access management and information management
    • Executing security and availability management policies
    • Challenges and critical success factors
    • Verifying effectiveness and efficiency

Service Desk

  • Establishing the service desk objectives
  • Organizational structures and staffing options
  • Providing a single point of contact
  • Measuring effectiveness and efficiency
  • Impact of service desk on customer perception
  • Reasons and options for outsourcing the service desk

Service Operation Functions

  • Functions of technical management, IT operations management and application management
  • How the functions contribute to OSA
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analyzing the function’s activities

Technology Considerations

  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing service management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

  • Managing change in service operation
  • Examining implementation aspects of service operation and project management
  • Assessing and managing risk in service operation
  • Operational staff considerations in service design and transition
  • How to plan and implement service management technologies

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 3,500 Modules on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 20,000 corporate candidates across india and abroad
  • All our trainings are conducted in workshop mode with more focus on hands On

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Contact us for delivering this course as a public/open-house workshop for a group of 10+ candidates at our venue