ITIL® Service Capability - Operational Support and Analysis

Here is a list of the subjects that will be covered throughout this 5 day sequence:

Introduction to operational support and analysis

• The importance to the business of OSA actions.
• The ITIL® lifecycle within the OSA framework.
• The scope of OSA procedures and purposes.
• Enhancing service operation performance.

Event management

• Design, policy, components, actions, roles and operation.
• How it is used to guarantee service quality within OSA.
• The benefits and business value from event management.

Incident management

• Design, policy, components, actions, roles and process.
• The metrics that would be implemented to encourage incident management.
• The benefits and business value from incident management.

Request fulfilment

• Design, strategy, components, activities, roles and operation.
• The metrics that would be used to support request completion.
• The benefits and business value from request completion.

Problem management

• The end-to-end process flow for problem management inclusive of design strategy, components & activities
• The metrics that would be executed to support problem management
• The benefits and business value from problem management

Access management

• The end-to-end process flow for access management process inclusive of design strategy, components & activities.
• The metrics that would be used to support access management.
• The benefits and business value from access management as related to OSA.

The service desk

• The complete end-to-end process flow for the service desk function inclusive of design strategy, components & activities.
• The service desk validation components and actions (eg service desk role, organizational structures, challenges, & issues).
• The metrics that would be used to support the service desk function.

Functions

• The end-to-end process flow for OSA functions (ie technical management, IT operations management, and applications management).
• The benefits and business value from OSA functions.

Technology and implementation considerations

• Technology supplies for effective OSA for process operation.
• Best practices to ease challenges and risks when applying service management skills.