• This course has been retired. Users who have purchased the course will still have access to it, however it is no longer available for purchase.

Learn About ITIL® V3 Operational Support and Analysis

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Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Course Introduction: ITIL® 2011: Operational Support and Analysis
8 min
02: Service Management as a Practice: Introduction
21 min
03: Service Management as a Practice: Key Concepts
23 min
04: Service Management as a Practice: Service Design
27 min
05: Service Operation Activities & Technical Management Function
14 min
06: IT Operations Management Function
8 min
07: Application Management Function
22 min
08: Service Desk: Purpose, Objectives, Types & Activities
25 min
09: Service Desk: Roles, Metrics & Outsourcing
25 min
10: Request Fulfillment: Policies, Concepts & Activities
23 min
11: Request Fulfillment: Roles, Inputs/Outputs, Metrics & Challenges
12 min
12: Access Management: Policies, Concepts & Activities
16 min
13: Access Management: Roles, Inputs/Outputs, Metrics & Risks
20 min
14: Event Management: Policies, Concepts & Activities
19 min
15: Event Management: Roles, Inputs/Outputs, Metrics & Challenges
18 min
16: Incident Management: Policies, Concepts & Activities
24 min
17: Incident Management: Roles, Inputs/Outputs, Metrics & Risks
20 min
18: Problem Management: Policies, Concepts & Activities
24 min
19: Problem Management: Roles, Inputs/Outputs, Metrics & Risks
23 min
20: Service Management Technology
10 min
Total:
6 hrs 26 mins
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Meet Your Instructor

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

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Course Description

In this Operational Support and Analysis (OSA) course you will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the capability aspects of Service Operation to enable the candidate to apply the practices and techniques. The course 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.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Operational Support and Analysis, then this course is a great place to start.

The ITIL Operational Support and Analysis course helps individuals 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:

  • 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
    • 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 recommended prior to taking this course. Before attending training it is also strongly recommended that students read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publication.

Outline

Module 00: Course Introduction: ITIL® 2011: Operational Support and Analysis

 

Module 01: Exam Tips

  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams

Module 02: Service Management as a Practice Part 1

  • Lifecycle Review
  • Processes
  • Definitions
  • SO/OSA Processes
  • Service Operation Functions

Module 03: Service Management as a Practice Part 2

  • Generic Roles
  • Key Service Management Concepts
  • RACI Model
  • Deming’s PDCA Model

Module 04: Service Management as a Practice Part 3

  • Service Design Purpose, Objectives, Scope and Value
  • Challenges
  • Metrics
  • Risks
  • Managing Service Operation
  • Exam Question Exercise: Sample Exam 2, Question 8
  • Exam Question Protocols

Module 05: Functions Part 1

  • Technical Management Objectives
  • Activities
  • Roles Description

Module 06: Functions Part 2

  • IT Operations Management Objectives
  • Specific Roles
  • Management Objectives
  • Organizational Structure

Module 07: Functions Part 3

  • Application Management Objectives
  • Activities
  • Exercise: SO Processes and Functions
  • Exam Question Exercise:
    • Sample Exam 1, Question 6
    • Sample Exam 2, Question 5
  • Exam Question Review: Sample Exam 2, Question 8

Module 08: Service Desk Part 1

  • Purpose and Objectives
  • Type of Service Desks
  • Staffing

Module 09: Service Desk Part 2

  • Roles
  • Metrics
  • Outsourcing
  • Exam Question Exercise: Sample Exam 1, Question 1
  • Exam Question Review: Sample Exam 2, Question 5 

Module 10: Request Fulfillment Part 1

  • Purpose, Objectives and Value
  • Basic Concepts
  • Activities
  • Roles

Module 11: Request Fulfillment Part 2

  • Triggers and Inputs/Outputs
  • Metrics
  • Challenges and Risks
  • Tools and Technology
  • Exercise: RF Process Dependencies
  • Exam Questions
    • Sample Exam 1, Question 7
    • Sample Exam 2, Question 2 

Module 12: Access Management Part 1

  • Purpose, Objectives and Scope
  • Value to the Business
  • Policies
  • Activities

Module 13: Access Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Metrics
  • Challenges and Risks
  • Tools and Technology
  • Exercise: Applying Controls with Access Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 2
    • Sample Exam 2, Question 4
  • Exam Question Review: Sample Exam 2, Question 2

Module 14: Event Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activities

Module 15: Event Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Event Management Design
  • Exercise: Deploy Event Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 4
    • Sample Exam 2, Question 3

Module 16: Incident Management Part 1

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Basic Concepts
  • Incident Models
  • Activities

Module 17: Incident Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exam Question Exercise:
    • Sample Exam 1, Question 8
    • Sample Exam 2, Question 7

Module 18: Problem Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activities
  • Problem Review

Module 19: Problem Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exercise: IM vs. PM
  • Exam Question Exercise:
    • Sample Exam 1, Question 3
    • Sample Exam 2, Question 6
  • Exam Question Review: Sample Exam 1, Question 8

Module 20: Service Management Technology

  • Tool Selection Process
  •  Generic Requirements
  • Exam Question Exercise:
    • Sample Exam 1, Question 5
    • Sample Exam 2, Question 1

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