ITIL Intermediate Operational Support and Analysis Certification v3 Curriculum Outline

Mentoring ITIL V3 Operational Support and Analysis

Overview/Description
SkillSoft Mentors are available to help students with their studies for the ITIL V3 Operational Support and Analysis exam. You can reach them by entering a Mentored Chat Room or by using the E-mail My Mentor service.

Target Audience
Individuals who are studying the associated SkillSoft content in preparation for, or to become familiar with, the skills and competencies being measured by the actual certification exam.

Prerequisites
Familiarity with the exam objectives listed below and skills and competencies being measured in the associated certification exam.

Expected Duration (hours)
0.0

Lesson Objectives

Mentoring ITIL V3 Operational Support and Analysis

Access Management

Event Management

Incident Management

Problem Management

Request Fulfilment

Service Desk

Technology and Implementation

Course Number:
mntitv3osa

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TestPrep ITIL V3 Operational Support and Analysis

Overview/Description
To test your knowledge on the skills and competencies being measured by the vendor certification exam. TestPrep can be taken in either Study or Certification mode. Study mode is designed to maximize learning by not only testing your knowledge of the material, but also by providing additional information on the topics presented. Certification mode is designed to test your knowledge of the material within a structured testing environment, providing valuable feedback at the end of the test.

Target Audience
Individuals seeking practice in a structured testing environment, covering the skills and competencies being measured by the vendor certification exam.

Expected Duration (hours)
1.5

Lesson Objectives

TestPrep ITIL V3 Operational Support and Analysis

Course Number:
ib_iosa_a01_tp_enus

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ITIL® V3 OSA: Introduction to Operational Support and Analysis

Overview/Description
Within the context of ITIL®, service operation is sometimes referred to as the 'factory' of IT. It focuses on the daily activities and organizational infrastructure that are used to deliver services to the organization and the customer. The proper management of these activities and organizational infrastructure is the key to ensuring service operations functions and processes are delivered successfully. Service operations best practices also ensure adequate monitoring and controlling measures are in place and followed throughout the service lifecycle. This ultimately leads to strategic objectives being realized by the organization. This course provides an introduction to operational support and analysis. Specifically, the course covers the fundamentals of the ITIL® V3 service operation core area, and how the processes and functions of service operation work within and support the overall service lifecycle. This course also explains the concept of service, the importance of service management, and the benefits of managing service delivery across the organization. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis certification, a high-profile and highly regarded IT business certification which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
2.5

Lesson Objectives

ITIL® V3 OSA: Introduction to Operational Support and Analysis

Recognize what a service is

Explain the function of patterns in a service's value proposition

Explain the function of a service's value composition

Identify the challenges in Service Management

Explain the function of the specialization and coordination principle in Service Management

Identify the function of the agency and encapsulation principles in Service Management

Explain the function of the systems principle in Service Management

Specify key Service Management and business value questions and answers using the Continual Service Improvement model

Explain how Service Management value relates to the business

Identify the negative consequences of Service Management value

Apply the principles of Service Management

Assess how Service Management value relates to business

Identify the fundamentals of Service Operation

Identify key characteristics of the Service Life Cycle model

Distinguish between Service Life Cycle functions and processes

Recognize how a Service Life Cycle can solve Service Management problems

Recognize Service Operation process activities

Recognize Service Operation function activities

Identify how to improve Service Operation performance

Assess basic service issues

Address basic service issues

Course Number:
ib_iosa_a01_it_enus

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ITIL® V3 OSA: Introduction to Event Management

Overview/Description
It's essential that you know the status of all components in your IT infrastructure at any given time. Monitoring all events that occur can provide you with invaluable data to help your organization identify and isolate not only problems that are happening, but areas that require improvement before troubles exist. This course provides an introduction to Event Management, including its goals and scope, and how Event Management processes interact with other processes in the ITIL® V3 Service Lifecycle. The course also covers the specific components of Event Management including triggers and interfaces, and the detailed steps of Event Management. Finally, the course explores the metrics, challenges and risks of Event Management, and the specific areas to consider when designing it. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis certification, a high-profile and highly regarded IT business certification which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
3.5

Lesson Objectives

ITIL® V3 OSA: Introduction to Event Management

Explain the purpose of Event Management

Outline the scope of Event Management

Identify the advantages of Event Management to business

Distinguish between types of events

Identify what determines event types

Recognize the purpose, scope, and business value of Event Management

Recognize examples of different types of event

Recognize how the Event Management process works

Identify examples of triggers

Identify processes with which Event Management interfaces

Identify key information required in Event Management

Distinguish between the activities in the Event Management process

Recognize components and key data required in Event Management

Explain the approach to service measurement in Event Management

Outline how to build a Service Measurement Framework for Event Management

Explain what service measures should be defined in Event Management

Specify the metrics used to measure the Event Management process

Recognize how to meet the key challenges to effective Event Management

Specify key factors when designing instrumentation for Event Management

Recognize the functions of error messaging and thresholds in Event Management design

Identify the requirements for effective event detection and alert mechanisms in Event Management design

Determine risks faced by Event Management

Design Event Management

Determine Event Management objectives and policies

Analyze how Event Management contributes to efficient services

Analyze a design for Event Management

Course Number:
ib_iosa_a02_it_enus

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ITIL® V3 OSA: Introduction to Incident Management

Overview/Description
No process in IT service delivery is foolproof; at some point in time an unplanned interruption will most likely occur ranging from a minor incident to the disastrous crashing of a critical system. The key to surviving any type of incident lies in an organization's ability to deal with incidents, no matter how big or small, as quickly and efficiently as possible so that services resume and service levels are brought back within acceptable range with as little impact as possible on other processes, the organization itself, users, and customers. This course introduces the goal and scope of Incident Management. Specifically, the course covers the purpose of Incident Management, as well as the value Incident Management provides to the overall organization. In addition, the course covers the elements to consider when managing incidents, including timescales, incident models, and major incidents. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® v3 Intermediate: Operational Support & Analysis certification, a high-profile and highly regarded IT business certification which is part of the ITIL v3 Service Capability Stream

Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
2.5

Lesson Objectives

ITIL® V3 OSA: Introduction to Incident Management

Identify the objectives of Incident Management

Identify what the Critical Success Factors involve in Incident Management

Sequence the activities in the Incident Management process

Distinguish between Incident Management and Problem Management

Recognize examples of events that are within scope of Incident Management

Perform basic Incident Management

Examine how basic Incident Management helps ensure service quality and availability is maintained

Outline why Incident Management is valuable to an organization

Explain the approach to timescale policies in Incident Management

Explain the approach to Incident Model policies in Incident Management

Explain the approach to major incident policies in Incident Management

Specify the value of Incident Management to business

Determine the approach to handling incidents using Incident Management

Analyze the basics of how Incident Management supports an organization

Course Number:
ib_iosa_a03_it_enus

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ITIL® V3 OSA: Incident Management Interactions

Overview/Description
The ability to resolve a problem efficiently is critical for both you and your customers. But what happens when you have dozens, hundreds, or even thousands of customers each contacting you with the same issue? While you may be able to resolve each of their incidents one at a time, the loss of time, revenue, and resources is far too great to manage this way. Effective Incident Management is not just about resolving incidents as quickly as you can. It's about having the ability to identify and address widespread incidents, developing processes for handling categories of incidents as efficiently as possible, and taking proactive steps to address problems before incidents even occur based on patterns you see in incidents being reported. This course covers the nine steps in the Incident Management process, including identifying, categorizing, and closing incidents. This course also details the different ways incidents can be triggered, and the interfaces of incidents and Incident Management with other processes. Finally, the course covers which specific metrics are important in Incident Management and the information they provide, along with the challenges, risks, and critical success factors of managing incidents effectively. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis certification, a high-profile and highly regarded IT business certification which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
3.0

Lesson Objectives

ITIL® V3 OSA: Incident Management Interactions

Perform basic Incident Management following the Incident Management process

Identify ways that incidents can be triggered

Explain how Incident Management interfaces other Service Operation processes

Identify the Information Management data used in Incident Management

Manage incidents by applying the Incident Management process, for a given scenario

Classify Incident Management data according to its sources of information, for a given scenario

Break down the Incident Management process into its constituent activities and interfaces

Identify examples of metrics used in Incident Management and how to report them

Recognize examples of the challenges faced by Incident Management

Identify the critical factors for successful Incident Management

Specify the Incident Management metrics required to investigate an incident, for a given scenario

Determine the challenge posed to effective Incident Management, for a given scenario

Analyze the Incident Management process, for a given scenario

Course Number:
ib_iosa_a04_it_enus

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ITIL® V3 OSA: Introduction to Request Fulfillment

Overview/Description
When you think of reasons for contacting the IT Department in your organization, it's most likely to resolve a problem. Typically you contact them when something isn't working right – whether it be a connection error, system crash, or other incident that impedes your ability to do your work. But more often than not Service Desks also field requests for numerous situations that don't typically fall into the 'out of order' category, but require attention, time, and a quick turnaround – for example, someone needs a new password, to change an existing password, or they need to add a new software program to their machine. It is important for organizations to be able to manage these demands in an efficient way by having processes mapped out for these repetitive requests, and having dedicated staff to support these requests. This course provides an introduction to Request Fulfillment. Specifically, the course covers the purpose, scope, and benefits of Request Fulfillment to the organization. This course also covers the importance of Request Models, and the activities of Request Fulfillment including menu selection, financial and other approval, fulfillment, and closure. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis Certification, a high-profile and highly regarded IT business certification which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
2.0

Lesson Objectives

ITIL® V3 OSA: Introduction to Request Fulfillment

Recognize the objectives of Request Fulfillment

Identify the scope of Request Fulfillment

Distinguish between Request Fulfillment and Incident Management

Specify what is included in a Request Model

Assess the set up of a Service Desk's handling of service requests

Recognize how Request Fulfillment benefits organizations

Recognize how the Request Fulfillment process handles service requests

Assess the value Request Fulfillment provides to business, for a given scenario

Examine the Request Fulfillment process, for a given scenario

Resolve service request problems using the Request Fulfillment process, for a given example

Course Number:
ib_iosa_a05_it_enus

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ITIL® V3 OSA: Request Fulfillment Process Interfaces and Challenges

Overview/Description
What would you think if you called your Internet provider to get a new password, and they told you it was going to be a week before they could resolve your request? Or even worse, imagine them not being able to do it at all because of poor planning. Efficient request fulfillment is critical to keeping your customers happy. And in order to perform well, you need a clear definition of the types of requests that can flow through request fulfillment processes, and well-planned procedures for addressing the requests. You also need to be able to foresee possible risks, so you can implement preventative measures. This course covers the components of request fulfillment, including triggers, interfaces, and necessary information for adequately addressing common requests. The course also explores the different metrics that can be used for properly assessing the performance of your organization's request fulfillment processes. Finally, challenges and risks are covered, along with critical success factors that, if implemented in your processes, can lead to successful request fulfillment in your organization. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis certification, a high-profile and highly regarded IT business certification which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
2.5

Lesson Objectives

ITIL® V3 OSA: Request Fulfillment Process Interfaces and Challenges

Identify the triggers and interfaces of the Request Fulfillment process

Identify the types of information in the information sources necessary for Request Fulfillment

Distinguish between examples of the components of the Request Fulfillment process

Apply the Request Fulfillment process, for a given scenario

Decompose the Request Fulfillment process into its key components

Identify the key metrics for measuring the effectiveness of the Request Fulfillment process

Identify the typical challenges faced by Request Fulfillment

Recognize the critical factors for successful Request Fulfillment

Assess the effectiveness of the Request Fulfillment process, for a given example

Analyze the Request Fulfillment process, for a given scenario

Course Number:
ib_iosa_a06_it_enus

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ITIL® V3 OSA: Introduction to Problem Management

Overview/Description
Problems will inevitably crop up at some point while managing your IT Service Life Cycle. Usually, they are first noticed when the incidents they cause are detected. Proper Problem Management aims to eliminate recurring incidents by addressing the root problem causing them, through efficient detection, investigation, diagnosis, and resolution practices. This course covers the purpose and scope of Problem Management, its value to the organization, and specifically the value and use of problem models in Problem Management. This course also provides a detailed view of the Problem Management process, including using tools like Ishikawa diagrams and Pareto Analysis, to investigate and diagnose specific problems. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis Certification, a high-profile and highly-regarded IT business certification, which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
3.0

Lesson Objectives

ITIL® V3 OSA: Introduction to Problem Management

Recognize the objectives of Problem Management

Identify the scope of Problem Management

Distinguish between Problem Management and Incident Management

Recognize how Problem Management benefits organizations

Specify what information is included in the Problem Model

Assess a Service Desk's approach to Problem Management

Distinguish between Proactive Problem Management and Reactive Problem Management

Recognize the initial steps of the Problem Management Process, given a scenario

Recognize which problem investigation and diagnosis technique to use, given an example

Identify the steps in a Pareto Analysis

Recognize alternatives to problem resolution

Recognize the procedure for positive problem resolution

Identify post-problem resolution procedures

Examine the Problem Management process for a given scenario

Resolve Problem Management issues for a given scenario

Course Number:
ib_iosa_a07_it_enus

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ITIL® V3 OSA: Problem Management Process Interfaces and Challenges

Overview/Description
An efficient Problem Management process is vital in ensuring your organization is ready to handle and resolve problems successfully. And the ability to know what information is important and how to use that information to analyze how well your Problem Management process is performing can mean the difference between success and failure in your Problem Management efforts. This course details the components of Problem Management, including triggers such as staff, suppliers, and testing. This course also covers the interfaces of Problem Management with other processes across the Service Life Cycle and the specific information systems used in Problem Management. Finally the course details how metrics can be used to evaluate the efficiency of Problem Management processes and the critical success factors necessary for ensuring successful operations in Problem Management. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis Certification, a high-profile and highly regarded IT business certification, which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
2.5

Lesson Objectives

ITIL® V3 OSA: Problem Management Process Interfaces and Challenges

Identify reasons why Problem Records are triggered

Recognize how Problem Management interfaces with Service Transition processes

Recognize how Problem Management interfaces with Service Design processes

Recognize how Problem Management interfaces with the Service Level Management process

Recognize how Problem Management interfaces with the Financial Management process

Identify the function of the CMS in Problem Management

Identify the function of the Known Error Database in Problem Management

Specify the interface procedures of Problem Management during the Service Life Cycle

Assess how the CMS and Known Error Database support the Problem Management process

Identify the key metrics for measuring the effectiveness of the Problem Management process

Recognize the approach to analyzing metrics in Problem Management

Recognize the key questions to ask when analyzing metrics in Problem Management, given an example

Identify the critical success factors of Problem Management

Assess the effectiveness of the Problem Management process for a given example

Resolve issues with the Problem Management process for a given scenario

Course Number:
ib_iosa_a08_it_enus

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ITIL® V3 OSA: Introduction to Access Management

Overview/Description
You probably wouldn't leave the keys to your car, house, or office lying around for anyone to grab and use as they please. The same attention you give to protecting your physical valuables should be considered when protecting the confidentiality, availability, and integrity of your organization's IT data and intellectual property. Proper Access Management is critical for providing access to users who require it, and keeping those who don't out. This course covers the purpose, scope, and value of Access Management to the organization. This course also details the steps in the process for managing access, including requesting access, verification, providing rights, monitoring, logging and tracking, and removing and restricting rights where necessary. Finally, the course covers the metrics used to check the efficiency and effectiveness of an organization's Access Management process, and critical success factors to ensure success. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis Certification, a high-profile and highly regarded IT business certification, which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
3.0

Lesson Objectives

ITIL® V3 OSA: Introduction to Access Management

Recognize the purpose of Access Management

Identify examples that are part of the scope of Access Management

Distinguish between Access Management policies

Identify the advantages of Access Management to an organization

Examine the basic approach of Access Management

Recognize how the Access Management process works

Identify the ways in which Access Management can be triggered

Recognize how Access Management interfaces with other processes

Recognize how user identity is established in Access Management

Specify key considerations for establishing user groups in Access Management

Use Access Management to provide user access to an organization

Manage changes in user status

Identify key metrics for measuring the effectiveness of Access Management

Identify the critical success factors of Access Management

Resolve issues with the Access Management process for a given scenario

Course Number:
ib_iosa_a09_it_enus

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ITIL® V3 OSA: Introduction to the Service Desk

Overview/Description
Whether you call your Internet provider because you can't connect to your bank because your online banking password isn't working or your satellite television provider because your signal is poor, chances are all these different calls for completely different things will have at least one thing in common – you'll reach a Service Desk. This is because most IT service providers recognize the value and necessity of a Service Desk for their internal and external customers. Service Desks are an integral point of contact in organizations for addressing IT service-related issues, concerns and questions, and it's essential they are set up properly in order to achieve customer satisfaction and organizational objectives. This course covers the importance and benefits of the Service Desk in an IT service delivery organization, as well as the objectives and responsibilities Service Desks strive to deliver. This course also covers the different Service Desk organizational structures, such as local, centralized, and virtual, and also explores the different considerations, such as the environment that must be addressed when setting up and maintaining a Service Desk. Finally, the course covers the key considerations when staffing a Service Desk such as different roles necessary, skill levels, training considerations, and staff retention. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis Certification, a high-profile and highly regarded IT business certification, which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
2.0

Lesson Objectives

ITIL® V3 OSA: Introduction to the Service Desk

Recognize the key features of a Service Desk

Identify the benefits a Service Desk brings to an organization

Identify the responsibilities of the Service Desk

Specify the role of the Service Desk

Distinguish between the different benefits a Service Desk brings to an organization

Determine the objective and responsibilities of the Service Desk

Identify each of the different Service Desk organizational structures

Classify considerations when setting up a Service Desk

Identify considerations for staffing a Service Desk

Match the staff roles needed for the Service Desk to their descriptions

Analyze Service Desk requirements, for a given scenario

Course Number:
ib_iosa_a10_it_enus

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ITIL® V3 OSA: Service Desk Metrics and Outsourcing

Overview/Description
Service Desks are an integral part of any IT service-providing organization, and it's vital to accurately and consistently measure how your Service Desk is performing to ensure it is addressing the needs of customers and users, and also to make changes where necessary. When a decision is made to outsource a Service Desk, there are also special considerations that must be planned to ensure that customers and users receive a consistent level of service. This course covers the purpose and importance of using metrics to evaluate the performance of a Service Desk, including metrics like average turnaround times and resolution rates. This course also details the different types of user satisfaction surveys that can be used to assess customer and user perceptions of Service Desk operations. Finally, the specific considerations that must be addressed when the choice is made to outsource the Service Desk, including common tools and processes, SLA targets, good communications, and ownership of data are covered. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis Certification, a high-profile and highly regarded IT business certification, which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
1.5

Lesson Objectives

ITIL® V3 OSA: Service Desk Metrics and Outsourcing

Recognize the need for realistic Service Desk metrics

Identify the detailed metrics required to evaluate Service Desk performance

Recognize the considerations involved when planning user satisfaction surveys

Identify different types of user satisfaction survey techniques and tools

Analyze the importance of Service Desk metrics, for a given scenario

Distinguish between 'hard' and 'soft' metrics

Identify the most appropriate survey technique to use, for a given scenario

Identify considerations involved in outsourcing the Service Desk

Recognize the safeguards used to ensure outsourced Service Desk integration

Propose an upgraded, outsourced Service Desk solution, for a given scenario

Course Number:
ib_iosa_a11_it_enus

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ITIL® V3 OSA: Introduction to Functions

Overview/Description
When you hear the term 'manage', you might typically think in terms of people management – the staff and human resources of an organization that perform the work of the business. However, much more than just people are managed in a successful IT organization. The tools, systems, and networks they use, and the processes and tasks they perform must also be managed. Management of the technical assets and architecture, and management of how those assets and architecture are used, maintained, supported, and delivered are essential to a complete and efficient IT organization. This course covers the Technical Management function, including its role, objectives, and activities. The course also covers the role and objectives of the IT Operations Management function, and the documentation created and used in this function such as Standard Operating Procedures, Operations Logs, Shift Schedules and Reports, and Operations Schedules. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis Certification, a high-profile and highly regarded IT business certification, which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
2.5

Lesson Objectives

ITIL® V3 OSA: Introduction to Functions

Recognize the roles of Technical Management in an IT organization

Classify different Technical Management activities

Recognize the aims and roles of Technical Management

Distinguish between different Technical Management activity types

Recognize the characteristics of IT Operations Management

Identify how IT Operations Management balances it's dual roles

Recognize how IT Operations Management is organized

Identify the different types of documentation produced by IT Operations Management

Distinguish between the distinct roles of IT Operations Management

Predict the activities of IT Operations Management, for a given scenario

Distinguish between different types of documentation produced by IT Operations Management

Course Number:
ib_iosa_a12_it_enus

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ITIL® V3 OSA: Function Activities

Overview/Description
Every IT service requires applications – software that provides functioning for systems, services, and processes. And proper Application Management is critical to successfully delivering, supporting, and maintaining IT services in your organization, both internally to your users and to your external customers. This course covers the high level and low level roles of the Application Management function within the organization, and the objectives of Application Management. This course also details both the generic and specific activities that are part of the Application Management function. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support & Analysis Certification, a high-profile and highly regarded IT business certification, which is part of the ITIL® V3 Service Capability Stream

Prerequisites
ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
1.5

Lesson Objectives

ITIL® V3 OSA: Function Activities

Recognize the roles of Application Management

Identify how Application Management meets its objectives

Categorize the generic activities of Application Management

Identify the application-specific activities of Application Management

Analyze the Application Management requirements of an IT team, for a given scenario

Course Number:
ib_iosa_a13_it_enus

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ITIL® V3 OSA: Technology and Implementation Considerations

Overview/Description
Implementing processes and technologies in any organization requires significant planning, analysis and management. Implementing Service Management process capabilities is no different. The method of implementation must be planned, requirements must be identified, and technologies must be carefully evaluated before proceeding with the implementation. Expected challenges and potential risks must also be identified and mitigated wherever possible. This course covers the technology considerations when implementing Service Management process capabilities, including the generic tool requirements and how to properly evaluate tools for consideration. This course also covers implementation considerations, including best practices in Project, Risk and Staff Management, as well as challenges, risks, and critical success factors to address during implementation. This course will assist the learner in preparing for the ITIL® V3 Operational Support and Analysis Certification and is aligned with the ITIL® V3 Intermediate Capability Stream Syllabus.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® V3 Intermediate: Operational Support and Analysis Certification, a high-profile and highly regarded IT business certification, which is part of the ITIL® V3 Service Capability Stream.

Prerequisites
ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)

Expected Duration (hours)
2.5

Lesson Objectives

ITIL® V3 OSA: Technology and Implementation Considerations

Recognize the need for an integrated set of Service Management technology for Service Management

Match the generic requirements of an integrated set of Service Management technology for Service Operation, with their descriptions

Identify the general consideration when evaluating Service Management tools

Recognize the stages of the MoSCoW analysis

Identify specific considerations when evaluating Service Management tools

Analyze the ITSM tool needs of an organization, for a given scenario

Classify considerations when implementing Service Operation

Identify the factors affecting the implementation of Service Management technologies

Recognize the challenges within Service Operation when implementing ITSM

Match the critical success factors that mitigate the challenges when implementing ITSM to their descriptions

Identify the risks faced if the challenges within Service Operation are not met

Analyze Service Operation implementation, for a given scenario

Analyze the critical success factors to meet the challenges and risks involved in implementing Service Operation, for a given scenario

Course Number:
ib_iosa_a14_it_enus

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