ITIL® Operational Support & Analysis

ITIL Operational Support and Analysis (OSA) focuses on the practical operation of OSA practices to enable event, incident, request, problem, access, technical, IT operations and application management.

The ITIL® Operational Support & Analysis – Video Training Course will teach you how to manage the everyday operation of IT services and obtain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers. Throughout the course, you will learn about the common OSA activities and service operation process. The course is sub-divided into several sections that include Service Operation Process, OSA Common Activities, Service Operation Functions, and the ways of implementing and organizing OSA.

The ITIL® Operational Support & Analysis – Video Training Course will prepare you with the practical knowledge for ITIL Service Operation. The course will help you for the ITIL Intermediate Certificate: Operational Support & Analysis.

Course Curriculum

Course Introduction

• Course Organization
• Course Conventions & Agenda

Introduction to Operational Support & Analysis

• Service Operation
• Principles of OSA
• OSA Summary

Service Operation Processes

• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Operational Activities of Other Lifecycle Processes
• Service Operation Processes Summary

OSA Common Activities

• Common Activities
• OSA’s Common Activities
• Common Activities Summary

Service Operation Functions

• Service Desk Function
• Technical Management Function
• IT Operations Management
• Application Management Function
• Service Operation Functions Summary

Organize & Implement

• Organizational Structures
• Roles & Responsibilities
• Technology Considerations
• Implementing OSA
• Organize & Implement Summary

Workbooks

• Workbooks – ITIL® Operational Support & Analysis – Video Training Course