Operational Support & Analysis (OSA)
Objectives:
Candidates completing the course can expect to gain an understanding of the practices of Operational Support & Analysis (OSA) and their importance to the provision of service and the achievement of operational excellence.
This includes:
- competency in the principles, objectives, processes, activities, methods & functions employed within OSA and how they interact with the rest of the Lifecycle
- an appreciation of the technology considerations for OSA
- an awareness of the implementation considerations for OSA
- insight into the operational challenges, risks and critical success factors associated with OSA
- recognition of how to measure OSA
- realisation of the importance of IT Security and its contribution to OSA
Audience:
The anticipated audience for this training includes:
- individuals who require a detailed understanding of Operational Support & Analysis processes and how they may be implemented to enhance the quality of IT service provision within an organisation
- operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management,
Service Desk, Technical Management, IT Operations Management & Application Management
- IT professionals operating as Service Improvement stakeholders within an ITIL aligned organisation
- individuals seeking the ITIL Expert certification in IT Service Management
This includes but is not limited to IT Professionals, IT Operational Practitioners, Business Managers and Process Owners.
Pre-requisites:
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).
Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.
It is also strongly recommended that candidates be able to demonstrate a familiarity with IT terminology and understand the context of Service Offerings & Agreements management in their own business environment.
In addition it is suggested that candidates have some experience of working in a service management capacity within a service provider environment, with responsibility relating to at least one of the ITIL processes of Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management or the ITIL functions of Service Desk, Technical Management, IT Operations Management and Application Management.
Course Structure:
This classroom based course is a mix of lecture and discussion with practical exercises and coursework throughout.
The training includes detailed preparation for the examination which will be held at the end of Day Five.
Examination Format: A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
In order to qualify for a pass, candidates must achieve a minimum of 28/40 (70%).
Documentation: Full course documentation is included in the price.
Pre-reading / Preparation:
Candidates are strongly encouraged to read the ITIL Service Lifecycle core publications in advance of attending the training with particular focus on the book of ‘Service Operation’.
Additional Note:
The course gives exposure to the following concepts and areas:
- Service Management as a Practice
- Processes across the Service Lifecycle pertaining to OSA practices
- Event Management as a detector of significant occurrences
- Incident Management as the restorers of normal operation
- Request Fulfilment as a provider of standard services
- Problem Management as the eliminator of recurring incidents
- Access Management as the authoriser of user rights
- Common activities related to OSA and other areas of the Lifecycle
- Roles & Responsibilities and functions within OSA