ITIL v3 Intermediate - Operational Support and Analysis (OSA)
Offerings in 2010
Regular Program (5-days, 9:00 AM to 6:00 PM)
Location Dates
Karachi
Islamabad		 June 21 to 25
July 12 to 16

REGISTER ONLINE  or  CONTACT NEAREST CENTER

Introduction
Operational Support & Analysis (OSA) represents the capability of a set of core ITIL v3 processes and functions to effectively support an organization’s services through day to day IT operations. Specific activities include properly monitoring events, fulfilling requests, granting access rights, and minimizing the adverse effects of incidents and problems.

A sound OSA practice is found in organizations that understand how to leverage these processes and functions, so that they collectively contribute to meeting defined service levels or targets, thus enhancing IT’s role as a value-added business partner.


Contents
  • Introduction and Overview
    • Service Management as a practice
    • The Service value proposition
    • The role of Operational Support and Analysis processes in the lifecycle
    • How Operational Support and Analysis supports the Service Lifecycle

  • Core Service Operation Processes
    • Event Management
      • The purpose, goal and objectives of Event Management
      • Explaining triggers, inputs, outputs and the process interfaces
      • Using metrics to check effectiveness and efficiency
      • Employing active and passive monitoring tools
    • Incident Management
      • Managing the Incident Lifecycle
      • Identifying process activities, methods and techniques and how they relate to the Service Lifecycle
      • Interaction with design services
      • Incident Management involvement on Information Management
    • Request Fulfillment
      • Scope of the processes
      • The policies, principals and the request model concept
      • Dealing with service requests from users
      • How metrics can verify effectiveness and efficiency of the Request Fulfillment process
    • Problem Management
      • The objectives of the Problem Management process
      • Managing the lifecycle of problems
      • Value to the business and the Service Lifecycle
      • Identifying triggers, input and output to other processes
      • Analyzing metrics to check efficiency
    • Access Management
      • Policies, principles and basic concepts
      • Managing authorized user access
      • Distinguishing Access Management and Information Management
      • Executing Security and Availability Management policies
      • Challenges and critical success factors
      • Establishing metrics to ensure process quality

  • Core Service Operation Functions
    • Service Desk
      • Establishing the Service Desk objectives
      • Organizational structures and staffing options
      • Providing a single point of contact
      • Measuring effectiveness and efficiency
      • Impact of Service Desk on customer perception
      • Reasons and options for outsourcing the Service Desk
    • Service Operation Functions
      • Functions of Technical Management, IT Operations Management and Application Management
      • How the functions contribute to Operational Support and Analysis
      • Identifying the roles of each function
      • Distinguishing the objectives of each function
      • Analyzing the function's activities

  • Technology Considerations
    • Generic technology requirements
    • Evaluation criteria for technology and tooling for process implementation
    • Planning and implementing Service Management technologies
    • Assessing and managing the project, risk and staffing for process implementation
    • Identifying the critical success factors and risks related to implementing practices and processes

  • Implementation Considerations
    • Managing change in Service Operations
    • Examining implementation aspects of Service Operation and Project Management
    • Assessing and managing risk in Service Operation
    • Operational staff considerations in Service Design and Transition
    • How to plan and implement Service Management technologies

Benefits
Successful implementation of ITIL v3 Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimize the Operational Support and Analysis processes and gain the skills required to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam.


Prerequisites
ITIL v3 Foundation certification (or v2-v3 Foundation bridge certification) is a must for sitting in the exam on the last day. Experience and knowledge of IT computing environments are useful but not essential.

Before taking the course it is recommended that students complete at least 12 hours of personal study in preparation for the examination, besides the in-class contact hours. The personal study time should be spent reviewing the syllabus (available at ITIL Officialsite), the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operations publication.


Recommended Participants
All IT staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization.


Exam
A 90-minute exam is scheduled on the last day of the course, consisting of eight (8) multiple choice, scenario-based, gradient scored questions. Candidates will be also be given a sample exam to prepare themselves.

Candidates must achieve 70% marks (28 out of 40) to receive their certificate.


Materials Provided
  • Course reference manual containing printed copies of presentation, notes and exercises
  • Mock examination paper
  • Course certificate
  • ITIL v3 OSA Certificate on passing the examination


    ITIL Credits Assigned
    After passing the examination, candidates will earn four (4) credits within the ITIL v3 Certification Scheme.


    PDUs Assigned
    This course qualifies for thirty five (35) Professional Development Units (PDUs) from the Project Management Institute (PMI), USA.


    Course Format
    The course uses a stimulating mix of instructions, exercises, workshops, discussions and an exam.


    Course Fee
    Training Fee: Rs.

    54,000

    		 per participant
    Exam Fees: USD

    265

    		 per participant

    This course may also be offered by arrangement at customer sites. E-mail training@businessbeam.com or call +92-21-34559076, 34316494 for details.


    Questions about this Course?
    Please see our Frequently Asked Questions section for answers to some of the more common inquiries about Business Beam’s Executive Training Programme.


    Note: Mentioned details are tentative. Business Beam (Pvt.) Limited reserves the right to change the schedule, cost and other details without any prior notice.
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