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ITIL® Service Capability: Operational Support & Analysis (IOSA)

This course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organization to introduce Event Management, In-cident Management, Request Fulfilment, Problem Management and Access Management pro-cesses, Service Desk, Technical Management, IT Operations Management and Application Management functions as integral parts of its overall business-focused Services Framework.
The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.
30 PMI PDUs

• To obtain knowledge on ITIL® terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL®.
• To provide delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.
• To prepare delegates for the ITIL® Capability examination in Service Offerings & Agreement.
• Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis.
• 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 Fulfilment 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, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management.
• Financial Management for IT services, and IT Service Continuity Management.
• Common Service Operation activities related to Service Operation and Support.
• 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, Application Management.
• Service Operations and Support Service Operation roles and responsibilities.
• Technology and Implementation Considerations.
• Challenges, Critical Success Factors and risks.
• Service Management as a Practice and Service Operation Principals.
The course is suitable for individuals who require a deep understanding of Operational Support & Analysis processes and how they may be used to enhance the quality of IT service provision within an organisation.It offers a natural career development ath for practitioner staff who already hold the ITIL® V3 Foundation Certificate or equivalent.
5 DAYS