ITIL® Intermediate – Operational Support and Analysis

Course Description

Operational Support and Analysis (OSA) is part of the ITIL Intermediate Capability Stream and is one of the modules leading to the ITIL Expert Certification. This course focuses on the practical aspects of the operational level process activities and supporting methods and approaches to executing these processes. It is recommended for individuals who require a deeper understanding of the OSA processes and how they will be implemented to enhance the quality of IT service management within an organization.

Who Should Attend

This course is suitable for:

  • IT professionals working in roles associated with Service Operation and need to contribute to service improvement programmes
  • Operational staff, team leads, and managers who wish to enhance their role-based capabilities in event management, incident management, request fulfilment, problem management, access management, service desk, technical management, IT operations management and application management
  • Individuals who have attained the ITIL Foundation Certificate and wish to advance to the ITIL Expert Certification.

Course Objectives

On completion of this course, participants can expect to gain competence in:

  • Deeper knowledge of service operation processes and roles included in event management, incident management, request fulfilment, problem management, access management
  • Operational activities of processes covered in other lifecycle stages e.g. change management, capability management, financial management for IT services
  • Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management
  • Optimizing service operation performance through the use of OSA processes, activities and functions
  • The importance on IT security and its contributions to OSA

Course Outline

1. Introduction to OSA

  • The value to the business of OSA activities
  • The lifecycle within the OSA context
  • Optimizing service operation performance

2. Event Management

  • The event management process inclusive of its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes
  • Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
  • The benefits and business value that can be gained from event management

3. Incident Management

  • The incident management process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
  • The measurement model and the metrics that would be used to support incident management within OSA practices
  • The benefits and business value that can be gained from incident management

4. Request Fulfilment

  • The request fulfilment process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
  • The measurement model and the metrics that would be used to support incident management within OSA practices
  • The benefits and business value that can be gained from request fulfilment as related to OSA

5. Problem Management

  • The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation including its organizational structure, as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support problem management within OSA practices
  • The benefits and business value that can be gained from problem management

6. Access Management

  • The end-to-end process flow for access management process inclusive of components, activities and operation including its organizational structure, as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support access management within OSA practices
  • The benefits and business value that can be gained from access management as related to OSA

7. Service Desk

  • The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases
  • The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
  • A measurement model and the metrics that would be used to support the service desk function within OSA practices

8. Functions and Roles

  • The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • The roles within each OSA process and generic roles
  • The benefits and business value that can be gained from functions as related to OSA

9. Technology and Implementation Considerations

  • Technology requirements for service management tools and where/how they would be used within OSA for process implementation
  • What best practices should be used in order to alleviate challenges and risks when implementing service management technologies
Course Duration 5 days
9.00am – 5.00pm daily
Pre-requisites ITIL Foundation Certificate in IT Service Management
OR ITIL V2 Foundation plus Foundation Bridge certificates

Course registrants must provide a scanned copy of their ITIL Foundation
Certificate (or ITIL V2 Foundation plus Foundation Bridge Certificates) before they can attend the course.

Examination Format 90 minutes
8 multiple choice, scenario-based, gradient-scored questions
70% pass mark (i.e. 28 out of 40)
Closed book
Examination will be held on the last day of the course.
Certificate ITIL Intermediate Qualification: Operational Support and Analysis Certificate
ITIL Credits 4 credit points towards the ITIL Expert Certification