Existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in operational support & analysis

An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment

• Service management as a practice and service operation principals
• The following processes across the service lifecycle pertaining to the capability of Operational Support and Analysis : Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management
• Relevant operational activities of processes covered in other lifecycle phases
• Common service operation activities related to Operational Support & Analysis
• Organizing for service operation which describe functions to be performed within Operational Support and Analysis such as service desk, technical management, IT operations management and application management
• Operational Support and Analysis roles and responsibilities
• Technology and implementation considerations
• Challenges, critical success factors and risks

• Purpose, goal and objectives of the Event Management process
• The scope of the process
• The value to business and to the Service Lifecycle
• The policies, principles and basic concepts
• The process activities, methods and techniques that enable this process and how it relates to the Service Lifecycle
• The triggers, inputs and outputs and the process interfaces
• The Event Management involvement in Information Management
• How metrics can be used to check effectiveness and efficiency of the Event Management process
• Challenges, Critical Success Factors and risks associated with the Event
• Management process
• How to design for Event Management

Exercises :

• Event Management 1
• Event Management 2

• The Service Desk role
• The Service Desk objectives
• The different Service Desk organizational
• The different Service Desk staffing options
• The different Service Desk metrics that can be used to measure its effectiveness and efficiency
• The issues and safeguards to consider when outsourcing the Service Desk

Exercises :

• Service Desk 1
• Service Desk 2

• The purpose, goal and objectives of the Incident Management process
• The scope of the process
• The value to business and to the Service
• The policies, principles and all basic concepts
• The process activities, methods and techniques and how they relate to the Service Lifecycle
• The triggers, inputs and outputs and the process interfaces
• The Incident Management involvement in Information Management
• How metrics can be used to check effectiveness and efficiency of the Incident Management process
• The challenges, Critical Success Factors and risks associated with the Incident Management process

Exercises :

• Incident Management 1
• Incident Management 2

• The purpose, goal and objectives of the Problem Management process
• The scope of the process
• The value to business and Service Lifecycle
• Understanding of the policies, principles and the problem model concept
• The process activities, methods and techniques and how they relate to the Service Lifecycle
• The triggers, inputs and outputs and the process interfaces
• The Problem Management involvement in Information Management
• How metrics can be used to check effectiveness and efficiency of the Problem Management process
• The challenges, Critical Success Factors and risks associated with the Problem Management process

Exercises :

• Problem Management 1
• Problem Management 2

• The purpose, goal and objectives of the Request Fulfilment process
• The scope of the process
• The value to business and Service Lifecycle
• The policies, principles and the request model concept
• The process activities, methods and techniques and how they relate to the Service Lifecycle
• The triggers, inputs and outputs and the process interfaces
• The Request Fulfilment involvement in Information Management
• How metrics can be used to check effectiveness and efficiency of the Request Fulfilment process
• The challenges, Critical Success Factors and risks associated with the Request Fulfilment process

Exercises :

• Request Fulfilment 1
• Request Fulfilment 2

• The purpose, goal and objectives of the Access Management process
• The scope of the process
• The value to business and Service Lifecycle
• The policies, principles and the request model concept
• The process activities, methods and techniques and how they relate to the Service Lifecycle
• The triggers, inputs and outputs and the process interfaces
• The Access Management involvement in Information Management
• How metrics can be used to check effectiveness and efficiency of the Access Management process
• The challenges, Critical Success Factors and risks associated with the Access Management process

Exercises :

• Access Management 1

• The roles of each function
• Their objectives
• Each function’s activities

Exercises :

• Functions 1
• Functions 2

• The generic requirements for technology to support process capability
• The evaluation criteria for technology and tools for process implementation
• The project, risk and staffing practices for process implementation
• The challenges, Critical Success Factors and risks related to implementing practices and processes
• How to plan and implement Service Management technologies

Exercises :

• Technology And Implementation Considerations 1
• Technology And Implementation Considerations 2

• Mock Exam
• OSA Exam