ITIL® Operational Support & Analysis Module

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“This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Operational Support & Analysis practice area. Candidates for this program include implementation and operation specialist who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Operation Book), training and examination components related to this certification.

• The value to the business of OSA activities
• How OSA activities support the service lifecycle
• Optimizing service operation performance
• How the processes in OSA interact with other service lifecycle processes
• How to use OSA processes, activities & functions to reach operational excellence
• How to measure OSA
• The importance of IT security and its contributions to OSA
• Understanding technology & implementation considerations surrounding OSA
• The challenges, critical success factors (CSFs) and risks associated with OSA
Specific emphasis on the service operation lifecycle processes & roles included in:
Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service, Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels, Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products, Problem management, which prevents problems and resulting incidents from happening,eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented, Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.
Operational activities of processes covered in other lifecycle stages such as:
• Change management
• Service asset and configuration management
• Release and deployment management
• Capacity management
• Availability management
• Knowledge management
• Financial management for IT services
• IT service continuity management.
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.”

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Course details
Duration:
6.5 hours
PDU: 38
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