ITIL® Version 3 – Operational Support & Analysis

Program Overview ITIL® is a set of best practices guidance
that has become a worldwide-adopted framework for Information Technology Services
Management (ITSM) by many Public & Private Organizations. Since early 1990,
ITIL® has been evolving from focusing on Functions and Processes under versions
1 and 2 to focusing on the Full Service Lifecycle Management under version 3.In addition to the existing benefits of aligning IT goals and objectives with the
business, improving quality and reducing cost of operation; ITSM and ITIL® V3
now emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management
  Process
• Provide guidance on the development of Services Strategy, the development of Service
  Design, the Transition of Services from current to desired state, the Implementation
  and the Continuous improvement of the those Services

This exam-preparatory course provides comprehensive coverage of OSA concepts within
the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam questions
participants explore the concepts of good practice in IT Service Management based
on the ITIL® V3 Framework.

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate,
although a standalone qualification, yet is also part of the ITIL Intermediate Capability
stream, and one of the modules that leads to the ITIL Expert in IT Service Management
Certificate.

The ITIL Certificate in Operational Support and Analysis (OSA) is intended to enable
the course participants to apply the ITIL best practices during the Service Management
Lifecycle. This program is offered over a 5-day period and includes approximately
35 hours of student-instructor interaction; a 1.5 hours formal certification exam
on the afternoon of the fifth day, or the following week. The Minimum number of
students per session is 6 where the maximum is 16.

The course approach combines theoretical and hands-on knowledge transfer, including
individual and group practical exercises.

Note: The success in achieving this certification is highly dependent
upon participants’ effort in doing their homework, and self-study before and during
the program. Therefore, it is highly recommended that:

• The exam is scheduled one week to maximum two weeks after the training to allow
  sufficient time for preparation
• Course participants purchase the appropriate OGC publication to complete at a minimum
  12 hours of personal study by reviewing the syllabus and the pertinent areas of
  the ITIL Service Management Practice core guidance, in particular Service Strategy
  and Service, Service Design and Service Transition publications

Duration This program is offered over a 5-day period where it combines
theoretical and hands-on knowledge transfer, including individual and group practical
exercises. The Minimum number of students per session is 6 where the maximum is
18.

• This five (5) days classroom training course with examination held on the afternoon
  of the 5th day is accredited by both LCS and EXIN examinations institutes
• The course includes approximately 30 hours of student-instructor interaction, a
  sample and a formal examination
• The format of the examination consists of a closed book paper of 8 multiple choice
  complex questions, to be answered within 90 minutes. (Candidates sitting the examination
  in English and who do not have English as their first language will be allowed additional
  30 minutes to allow use of a dictionary). The pass mark will be 70% or more – 28
  or more correct answers

Content & Objectives Through a series of lectures designed
at achieving a clear understanding of the ITIL Best Practice lifecycle approach
and through various exercises, assignments and discussions, participants will gain
the necessary knowledge enabling them to capture:

• Service Management as a Practice
• Service Operation Principals
• The Processes pertaining to Operational Support and Analysis across the Service
  Lifecycle
• Specific emphasis on the Service Operation Lifecycle processes and 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, according to agreed service levels
• Request Fulfillment 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,
  to eliminate recurring Incidents and to minimize 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 phases such as
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Capacity Management
• Availability Management
• Knowledge Management
• Financial Management for IT Services, and
• IT Service Continuity Management
• Organizing for Service Operation which describe functions to be performed within
  the Service Operation and Support such as Service Desk, Technical Management, IT
  Operations Management and Application Management
• Service Operations and Support Service Operation roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks

Audience The target group of the ITIL Expert Qualification Operational
Support and Analysis (OSA) is:

• Individuals who require a deep understanding of ITSM/ITIL Operational Support and
  Analysis processes and how it may be used to enhance the quality of IT service support
  within an organization
• IT professionals that are working within an organization that has adopted and adapted
  ITIL who need to contribute to an ongoing service improvement program
• Operational staff involved in Event Management Process, Incident Management Process,
  Request Fulfillment Process, Problem Management Process, Access Management Process,
  Service Desk, Technical Management, IT Operations Management and Application Management
• This may include but is not limited to, IT professionals, business managers and
  business process owners

Prerequisites Individuals who have attained and have a proof of
one of the following certifications:

• V3 ITIL® Foundation certificate in Service Management; OR
• V2 Foundation plus the V3 Foundation Bridge certificate;

At least 28 contact hours of study with an accredited training provider or accredited
e-learning provider for this syllabus, as part of a formal, approved training course/scheme:

• Possess 2 to 4 years professional experience working in IT Service Management
• Have exposure working in the service management capacity within a service provider
  environment, with responsibility emphasizing on at least one of the following management
  processes
• Event Management Process
• Incident Management Process
• Request Fulfillment Process
• Problem Management Process
• Access Management Process
• Service Desk
• Technical Management
• IT Operations Management
• Application Management

Program Material This training program includes the following as
reference documentation:

• Program slide presentation
• Syllabus document
• ITIL® V3 acronyms and glossary
• Sample examination questions and answers

Simulation & Practical Material We provide the students with
real life experiences; we use the client organization as “Case study” example for
the purpose of discussion to show the value of using best practice. We integrate
group exercises and sample exam questions to simulate and practice the subject matter.

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