ITIL® v3 Intermediate Qualification: Operational Support and Analysis

• Service Management as a practice
• The Service value proposition
• The role of Operational Support and Analysis processes in the lifecycle
• How Operational Support and Analysis supports the Service Lifecycle

Core Service Operation Processes
Event Management

• The purpose, goal and objectives of Event Management
• Explaining triggers, inputs, outputs and the process interfaces
• Using metrics to check effectiveness and efficiency
• Employing active and passive monitoring tools

Incident Management

• Managing the Incident Lifecycle
• Identifying process activities, methods and techniques and how they relate to the Service Lifecycle
• Interaction with design services
• Incident Management involvement on Information Management

Request Fulfillment

• Scope of the processes
• The policies, principals and the request model concept
• Dealing with service requests from users
• How metrics can verify effectiveness and efficiency of the Request Fulfillment process

Problem Management

• The objectives of the Problem Management process
• Managing the lifecycle of problems
• Value to the business and the Service Lifecycle
• Identifying triggers, input and output to other processes
• Analyzing metrics to check efficiency

Access Management

• Policies, principles and basic concepts
• Managing authorized user access
• Distinguishing Access Management and Information Management
• Executing Security and Availability Management policies
• Challenges and critical success factors
• Establishing metrics to ensure process quality

Service Desk

• Establishing the Service Desk objectives
• Organizational structures and staffing options
• Providing a single point of contact
• Measuring effectiveness and efficiency
• Impact of Service Desk on customer perception
• Reasons and options for outsourcing the Service Desk

Service Operation Functions

• Functions of Technical Management, IT Operations Management and Application Management
• How the functions contribute to Operational Support and Analysis
• Identifying the roles of each function
• Distinguishing the objectives of each function
• Analyzing the function’s activities

Technology Considerations

• Generic technology requirements
• Evaluation criteria for technology and tooling for process implementation
• Planning and implementing Service Management technologies
• Assessing and managing the project, risk and staffing for process implementation
• Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

• Managing change in Service Operations
• Examining implementation aspects of Service Operation and Project Management
• Assessing and managing risk in Service Operation
• Operational staff considerations in Service Design and Transition
• How to plan and implement Service Management technologies

• Pre-course reading required
• Approximately 1 hour of home study each evening
• Course fee includes the ITIL Operational Support and Analysis Exam
• The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day