ITIL® 2007: Operational Support & Analysis - APMG Accredited

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Video Title	Minutes
00: Course Introduction	15
01: Introduction to ITIL and Operational Support and Analysis Part 1	24
02: Introduction to ITIL and Operational Support and Analysis Part 2	11
03: Exercise 1: Create a Process Module Review	17
04: OSA Supporting the Lifecycle	18
05: Service Operation Processes Part 1 Event Management	25
06: Service Operation Processes Part 2 Event Management	18
07: Service Operation Processes Part 3 Incident Management	24
08: Service Operation Processes Part 4 Incident Management	15
09: Service Operation Processes Part 5 Request Fulfillment	22
10: Exercise 2: Incidents vs. Requests Review	11
11: Service Operation Processes Part 6 Problem Management	25
12: Service Operation Processes Part 7 Problem Management	25
13: Service Operation Processes Part 8 Problem Management	17
14: Exercise 3: Problem Analysis Review	12
15: Service Operation Processes Part 9 Access Management	27
16: Exercise 4: Access Control Review	13
17: Service Operation Functions Part 1 Service Desk	32
18: Service Operation Functions Part 2 Technical Management Functions	16
19: Service Operation Functions Part 3 IT Operations & Application Management Functions	13
20: Technology and Implementation Considerations Part 1	26
21: Exercise 5: Tool Requirements Review	21
22: Technology and Implementation Considerations Part 2	27
23: OSA Exam Preparation Part 1	20
24: OSA Exam Preparation Part 2	25
Total:	8 hours 19 minutes

Course Materials

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• Student Guide
• Exercise Guide
• V3 Sample Exam Papers
• 2011 Sample Exam Paper 1
• 2011 Sample Exam Paper 2
• Training Plan
• V3 Course Syllabus
• 2011 Course Syllabus
• ITIL Exam Information
• itSMF Introduction
• ITIL 2011 Summary of Updates

Related Links

• Course Survey
• ITIL® Operational Support and Analysis Qualification
• Recommended ITIL® Books
• ITIL® Glossary of Terms

For more information, contact us or call 1-877-546-4446

Description

GogoTraining is an ITIL® accredited ATO and this course fulfills all requirements to sit for your exam.

The course builds on the general principles covered in the ITIL® Foundation course. It covers the capability aspects of Service Operation to enable the candidate to apply the practices and techniques. It includes Service Operations principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course considers the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

For information on how to take your ITIL examination, see the certification section.

Objectives

Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:

• Service Management as a Practice
• Service Operation Principles
• The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
• How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
• How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
• How to measure ITIL Operational Support and Analysis
• The importance of IT Security and its contributions to ITIL Operational Support and Analysis
• Understanding the technology and implementation considerations surrounding ITIL Operational
• Support and Analysis
• The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis
• Specific emphasis on the Service Operation Lifecycle processes and roles included in:
• Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
• Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
• Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
• Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
• Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
• Operational activities of processes covered in other Lifecycle stages such as:
• o Change Management
  o Service Asset and Configuration Management
  o Release and Deployment Management
  o Capacity Management
  o Availability Management
  o Knowledge Management
  o Financial Management for IT Services, and
  o IT Service Continuity Management
• Organizing for Service Operation which describe functions to be performed within the Service
• Operation and Support such as Service Desk, Technical Management, IT Operations
• Management and Application Management

Related Training

• Course: ITIL® 2011: Foundations
• Course: ITIL® v3 Foundations Part 1
• Course: ITIL® v3 Foundations Part 2
• Course: ITIL® Service Operation, a Service Lifecycle Course
• Course: ITIL® Service Transition, a Service Lifecycle Course
• Course: ITIL® Service Design, a Service Lifecycle Course

For more information, contact us or call 1-877-546-4446

ITIL® 2007: Operational Support & Analysis - APMG Accredited Outline

Module 00: Course Introduction

Module 01: Introduction to ITIL and Operational Support and Analysis Part 1

• ITIL Background
• Goals of Service Management
• Definitions
• Value proposition and composition

Module 02: Introduction to ITIL and Operational Support and Analysis Part 2

• Process model
• Process characteristics
• Exercise 1 - Create a Process Model

Module 03: Exercise 1: Create a Process Module Review

Module 04: OSA Supporting the Lifecycle

• Purpose, principles and objectives
• Value to business
• Optimising service operation performance
• Service Operation processes and functions
• Interfaces with other areas of ITIL
• Lack of management control they interact

Module 05: Service Operation Processes Part 1 Event Management

• Purpose, goal, objectives and scope
• Value to the business
• Policies, principles & concepts
• Process activities
• Methods & techniques
• Triggers, inputs and outputs

Module 06: Service Operation Processes Part 2 Event Management

• Information Management & Metrics
• Challenges, CSFs and risks
• Design issues

Module 07: Service Operation Processes Part 3 Incident Management

• Purpose, goal, objectives and scope
• Value to the business
• Policies, principles & concepts
• Process activities
• Methods and techniques

Module 08: Service Operation Processes Part 4 Incident Management

• Triggers, inputs and outputs
• Information Management & Metrics
• Challenges, CSFs and risks

Module 09: Service Operation Processes Part 5 Request Fulfillment

• Purpose, goal, objectives and scope
• Value to the business
• Policies, principles & concepts
• Process activities
• Methods and techniques
• Triggers, inputs and outputs
• Information Management & Metrics
• Challenges, CSFs and risks
• Exercise 2 - Incidents vs. Requests

Module 10: Exercise 2: Incidents vs. Requests Review

Module 11: Service Operation Processes Part 6 Problem Management

• Purpose, goal, objectives and scope
• Value to the business
• Policies, principles & concepts
• Process activities
• Methods and techniques

Module 12: Service Operation Processes Part 7 Problem Management

• Investigation and Diagnosis
• Analysis
• Problem Resolution

Module 13: Service Operation Processes Part 8 Problem Management

• Triggers, inputs and outputs
• Information Management & Metrics
• Challenges, CSFs and risks
• Locating quick wins
• Exercise 3 - Problem Analysis

Module 14: Exercise 3: Problem Analysis Review

Module 15: Service Operation Processes Part 9 Access Management

• Purpose, goal, objectives and scope
• Value to the business
• Policies, principles & concepts
• Process activities
• Methods and techniques
• Triggers, inputs and outputs
• Information Management & Metrics
• Challenges, CSFs and risks
• Exercise 4 - Access Control

Module 16: Exercise 4: Access Control Review

Module 17: Service Operation Functions Part 1 Service Desk

• The functions and areas and where they overlap
• The Service Desk
• Role and objectives
• Organisational structures
• Environment
• Staff, skills and knowledge required
• Training and staff retention
• Metrics
• Customer satisfaction
• Outsourcing

Module 18: Service Operation Functions Part 2 Technical Management Functions

• Technical Management
• oObjective and role
  oGeneric activities
  oOrganisation
  oDesign, maintenance and support
  oMetrics
  oDocumentation

Module 19: Service Operation Functions Part 3 IT Operations & Application Management Functions

• IT Operations Management
• oRole
  oObjectives
  oActivities
• Applications Management
• oRole and objectives
  oGeneric activities
  oOrganisation

Module 20: Technology and Implementation Considerations Part 1

• Technology Considerations
• Generic requirements
• Tool evaluation process
• Exercise 5 - Tool Requirements

Module 21: Exercise 5: Tool Requirements Review

Module 22: Technology and Implementation Considerations Part 2

• Implementation project, risk and staffing practices
• Challenges and CSFs
• Technologies
• Deployments

Module 23: OSA Exam Preparation Part 1

• Why Take the exam
• The intermediate qualification
• The ITIL credit system
• About the exam
• Exam documentation
• Hints and tips

Module 24: OSA Exam Preparation Part 2

• Analysing scenarios
• Studying sample questions
• Mock exam paper
• Taking your exam

 

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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 to the examination.

It is strongly recommended that candidates read the ITIL Service Operation publication in advance of attending training for the certification and note that references to the book will be made during the course.

Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

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Certification

To be eligible for the ITIL Intermediate Qualification: Operation Support and Analysis (OSA) 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 requirement but 2-4 years IT Service Management experience is highly desirable.
• Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate.
• It is also recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Management Practice core guideline publications including the Operation Support and Analysis publication to prepare for the examination.

The ITIL Operational Support and Analysis Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. A passing mark is 70% or higher. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Operation Support and Analysis transcript page.

When you pass your exam you will receive 4 credits toward your ITIL Expert certification. This course also qualifies for 8 PDU credits.

EXAM LOCATIONS

You may take your ITIL exam through APMG. Details are noted below:

APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: examinations@apmg-us.com. The APMG will invoice you for the exam at the GogoTraining ATO discounted price and then authorize you to take the exam.

For more information, contact us or call 1-877-546-4446

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