Blended ITIL Operational Support and Analysis Capability Course (OSABL)

Course Description Schedule Course Outline
 

Who should attend

The Operational Support and Analysis Capability course will be of interest to:

  • Individuals who have their ITIL Foundation certificate and want to purse the Intermediate and Advanced level ITIL certifications.
  • Individuals and/or operational staff who require a comprehensive, practical understanding of the Operational Support and Analysis processes and their use in enhancing the quality of IT service support within an organization.

Course Description

Fast Lane’s blended Operational Support and Analysis (OSA) training course uses an optimal mix of training methods to achieve your training and certification objectives in a way that is convenient, effective, and economical. Learners obtain the “knowing” component of the course by completing 10 hours of self-paced e-learning in their own time and at their own pace.

After completing the e-learning component of the course, the program taps into the natural strengths of the classroom. In 2.5 days, you learn to “apply” the knowledge through a combination of case studies, assignments, and role playing.

This ITIL Intermediate course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

The Course includes the opportunity to take the exam at the end of class, and if necessary, Fast Lane will provide you with a free re-take.

Prerequisites

Candidates for this course must:

  • Hold an ITIL Foundation certificate.
  • There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service Management is highly desirable.

It is also strongly recommended that candidates:

  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management in their own business environment
  • Have exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following management processes (Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management)

It is recommended that learners should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL Service Management practice core guidance, particularly the Service Lifecycle publication, in preparation for the examination. The syllabus can be downloaded from http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp.

Course Objectives

At the end of this course, the learner will gain competencies in:

  • Understanding Service Management as a practice and the principles, purposes and objectives of Service Operation.
  • Knowing the important role of Operational Support and Analysis in service provision and understanding how the in-scope processes interact with other Service Lifecycle processes.
  • Comprehending the activities, methods, and functions used in each of the Operational Support and Analysis processes.
  • Knowing how to apply Operational Support and Analysis processes, activities, and functions to achieve operational excellence.
  • Measuring Operational Support and Analysis performance.
  • Understanding the importance of IT security and how it supports Operational Support and Analysis.
  • Understanding technology and implementation requirements in support of Operational Support and Analysis.
  • Comprehending the challenges, Critical Success Factors, and risks related to Operational Support and Analysis.

Comments

Practical Information About the Course:

  • A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor.
  • Learners have to provide their ITIL certificate numbers before the start of the course.
  • Learners are expected to complete the e-learning modules prior to joining the classroom/virtual classroom sessions as the classroom sessions build upon the knowledge provided in the e-learning modules.
  • Classroom/virtual classroom sessions run from 08:00 – 5:00 on days 1 and 2. The third day ends at 12.00.
  • After the classroom sessions, there is one more e-learning module to complete; this is the exam preparation module.
  • The exam can be scheduled at a time and date convenient to learners after the (virtual) classroom sessions.
  • The e-learning modules and virtual classroom environment require a high-speed Internet connection, Internet Explorer 7.0 or higher, a headset, and a microphone.
  • The instructor is available throughout the program to support learners with their e-learning modules. The instructor can be reached via telephone or e-mail.

Course Learner Material:

  • Learners receive a copy of the classroom presentation material, practice exam, case study, homework, and assignments.
  • Learners receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader, allowing students to read it as an e-book.
  • Learners receive a login and password for the e-learning modules a few weeks before the (virtual) classroom course starts. The e-learning materials are available for 2 years after completion of the course.

About the Examination:

  • Evidence of ITIL Foundation certificate and completion of the Operational Support and Analysis Capability course from an Accredited Training Provider are required to sit for the exam.
  • The exam is a closed-book exam with eight (8) multiple-choice, scenario-based, gradient-scored questions.
  • The exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first are allowed a maximum of 120 minutes and the use of a dictionary).
  • Each question has 4 possible answer options; one that is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks.
  • The pass score is 28/40 or 70%.

Credits:

  • On successful passing the ITIL Operational Support and Analysis Capability exam, the student will be recognized with 4 credits in the ITIL Qualification scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 30

Detailed Course Outline

UNIT 1: INTRODUCTION

  • Student and Instructor Introductions
  • Unique Nature of the Course
  • Course Learning Objectives
  • Course Agenda
  • Concept of Service
  • Concept of Service Management

UNIT 2: EVENT MANAGEMENT

  • Objectives of the Event Management process
  • Scope of the Process
  • Business Value of the Process
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Process Measurement
  • Challenges, Risks, and CSFs
  • How to Design for Effective Event Management
  • Group/Individual Exercise
  • Sample Test Question

UNIT 3: INCIDENT MANAGEMENT

  • Goal of Incident Management
  • Scope of the Process
  • Business Value of the Process
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Information Management for Incident Management
  • Process Measurement
  • Challenges, Risks, and CSFs
  • Group/Individual Exercise
  • Sample Test Question

UNIT 4: REQUEST FULFILMENT

  • Objectives of Request Fulfilment
  • Scope of the Process
  • Business Value
  • Policies, Principles, and BASIC Concept
  • Process Activities, Methods, Techniques, and Relationship with the Service Lifecycle
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Information Management for Request Fulfilment
  • Process Measurement
  • Challenges, CSFs, and Associated Risks
  • Group/Individual Exercise
  • Sample Test Question

UNIT 5: PROBLEM MANAGEMENT

  • Objectives of Problem Management
  • Scope of the Process
  • Business Value of the Process
  • Policies, Principles, and The Problem Model Concept
  • Process Activities
  • Triggers, Inputs, Outputs, and Interfaces of the Process
  • Information Management for Problem Management
  • Process Measurement
  • Challenges and CSFs
  • Sample Test Question

UNIT 6: ACCESS MANAGEMENT

  • Objective of Access Management
  • Scope of Access Management
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Information Management for Access Management
  • Process Measurement
  • CSFs of Access Management
  • Group/Individual Exercise
  • Sample Test Question

UNIT 7: SERVICE DESK

  • Role Of The Service Desk
  • Objectives of The Service Desk
  • Service Desk Organizational Structures
  • Service Desk Staffing Options
  • Metrics for Service Desk Effectiveness and Efficiency Measurement
  • Issues and Safeguards when Outsourcing the Service Desk
  • Group/Individual Exercise
  • Sample Test Question

UNIT 8: FUNCTIONS

  • Roles of each Function
  • Objectives of Each Function
  • Activities of Each Function
  • Group/Individual Exercise
  • Sample Test Question

UNIT 9: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Generic Technology Requirements
  • Evaluation Criteria for Technology and Tooling for Process Implementation
  • Project, Risk, and Staffing Practices for Process Implementation
  • Challenges, CSFs, and Risks in Process Implementation
  • Planning and Implementing Service Management Technologies
  • Group/Individual Exercise
  • Sample Test Question

UNIT 10: EXAM PREPARATION GUIDE

  • Mock Exam
  • Mock Exam
Classroom Training

Duration 2.5 days

Price
  • United States: US$ 2,895
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Online Training

Duration 2.5 days

Price
  • United States: US$ 2,895
Enroll now