Course Description
GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required 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.
The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.
The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle and specifically in the following ITIL process, role and function areas:
• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Access Management
• Service Desk
• Technical Management
• IT Operations Management
• Application Management
In This Course You Will Learn:
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
Prerequisites
ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL® 2011: Operational Support & Analysis certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.
Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publication.
Outline
Module 00: Course Introduction
Module 01: Introduction to ITIL
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ITIL Background
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Recurring ITIL Themes
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Source of Issues
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Lifecycle and OSA
Module 02: OSA Supporting the Lifecycle
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Purpose, principles and objectives
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Value to business
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Optimising SO performance
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Processes and functions in SO
Module 03: Service Operation Processes Part 1 - Event Management
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Purpose, goal, objectives and scope
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Value to the business
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Policies, principles & concepts
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Process activities
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Methods & techniques
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Triggers, inputs and outputs
Module 04: Service Operation Processes Part 2 - Event Management
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Information Management & Metrics
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Example Metrics
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Challenges, CSFs and risks
Module 05: Service Operation Processes Part 3 - Incident Management
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Purpose, goal, objectives and scope
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Value to the business
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Policies, principles & concepts
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Process activities
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Methods and techniques
Module 06: Service Operation Processes Part 4 - Incident Management
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Triggers, inputs and outputs
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Information Management & Metrics
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Challenges, CSFs and risks
Module 07: Service Operation Processes Part 5 - Request Fulfilment
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Purpose, goal, objectives and scope
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Value to the business
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Policies, principles & concepts
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Process activities
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Methods and techniques
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Triggers, inputs and outputs
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Information Management & Metrics
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Challenges, CSFs and risks
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Exercise 2 – Incidents vs Requests
Module 08: Exercise: Request Fulfillment Process
Module 09: Service Operation Processes Part 6 - Problem Management
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Purpose, goal, objectives and scope
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Value to the business
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Policies, principles & concepts
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Process activities
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Methods and techniques
Module 10: Service Operation Processes Part 7 - Problem Management
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Investigation and Diagnosis
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Analysis
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Problem Resolution
Module 11: Service Operation Processes Part 8 - Problem Management
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Triggers, inputs and outputs
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Information Management & Metrics
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Challenges, CSFs and risks
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Exercise 3 – Problem Analysis
Module 12: Exercise: Problem Analysis Review
Module 13: Service Operation Processes Part 9 Access Management
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Purpose, goal, objectives and scope
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Value to the business
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Policies, principles & concepts
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Process activities
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Methods and techniques
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Triggers, inputs and outputs
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Information Management & Metrics
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Challenges, CSFs and risks
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Exercise 4 – Access Control
Module 14: Exercise: Access Control Review
Module 15: Service Operation Functions Part 1 Service Desk
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The functions and areas and where they overlap
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The Service Desk
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Role and objectives
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Organisational structures
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Environment
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Staff, skills and knowledge required
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Training and staff retention
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Metrics
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Customer satisfaction
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Outsourcing
Module 16: Service Operation Functions Part 2 Technical Management Functions
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Objective and role
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Generic activities
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Organisation
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Design, maintenance and support
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Metrics
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Documentation
Module 17: Service Operation Functions Part 3 IT Operations & Application Management Functions
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Role
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Objectives
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Activities
Module 18: Technology and Implementation Considerations Part 1
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Technology Considerations
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Generic requirements
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Tool evaluation process
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Exercise 5 – Tool Requirements
Module 19: Exercise: Tool Requirements Review
Module 20: Technology and Implementation Considerations Part 2
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Implementation project, risk and staffing practices
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Challenges and CSFs
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Technologies
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Deployments
Module 21: OSA Exam Preparation Part 1
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Why Take the exam
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he intermediate qualification
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The ITIL credit system
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About the exam
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Exam documentation
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Hints and tips
Module22: OSA Exam Preparation Part 2
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Analysing scenarios
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Studying sample questions
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Mock exam paper
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Taking your exam
Certification
To be eligible for the ITIL Intermediate 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 requirement but 2-4 years IT Service Management experience is highly desirable.
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications) 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.
Tracking Credits
The ITIL Qualification Scheme introduces a modular credit system for each of the ITIL qualifications. All modules are given a credit value, and candidates meeting the requisite entry criteria and accumulating the required number of credits (22) can apply for ITIL Expert level of qualification. Click here and select the Certification button to learn more about the Qualification Scheme. Qualifications from earlier ITIL versions are also recognized within the system, together with qualifications endorsed as complementary to the core ITIL portfolio.
Need Help Tracking Your Credits?
APMG International offers an “ITIL Credit Profiler” to advise ITIL candidates of the total credit value they have attained within the scheme and to provide general guidance on potential routes for further study based on candidate educational or qualification objectives. Click here to access the ITIL Credit Profiler.
EXAM LOCATION
EXIN offers all GogoTraining students a 10% discount on all online proctored exam for this course. You can register online, receive your 10% discount and take your exam any day or night that works for you. To purchase your exam, click here.
APMG: To take your exam with APMG send your course completion certificate along with full contact information (name, phone, email, postal address) to examinations@apmg-us.com. APMG will work with you to schedule your exam. APMG offers web cam proctored exams and exams in local testing centers. Contact APMG at us-operations@apmg-international.com to arrange for your exam.
PeopleCert offers online proctored exams for all ITIL courses. You can register online and within a few hours you can be taking your exam. For more details, download the Candidate Web Registration. To purchase your exam voucher go to https://webcandidate.peoplecert.org.