ITIL® Operational Support & Analysis (OSA) eLearning - $609 (with exam)

Learning Objectives

This module provides an introduction to the core concepts and terminology of the ITIL Service Lifecycle and the roles that OSA activities play within it.

Candidates will learn to understand and describe:

 The value to the business of OSA activities
 The scope of OSA processes and functions
 The lifecycle within the OSA context
 How OSA activities support the service lifecycle
 Optimizing service operation performance

Learning Objectives

This module covers how the process of event management contributes to OSA practices. It provides a complete overview of the objectives, scope and importance of event management as a process to generate business value.

Event management policies, principles, concepts, designs, activities, methods and techniques are explained in relation to both OSA practices and information management.

The candidate must be able to understand and describe:

 The purpose and objectives of the event management process
 The scope of the event management process
 The value to business and to the service lifecycle
 The policies, principles and basic concepts of event management
 Designing for event management
 Use of event rule sets and correlation engines
 The process activities, methods and techniques that enable this process and how it relates to the service lifecycle
 The triggers, inputs and outputs, and interfaces
 Information management within the event management process
 How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the event management process
 The challenges and risks associated with the event management process

Learning Objectives

This module covers how the process of incident management contributes to OSA practices.

The module provides a complete overview of the objectives, scope and importance of incident management as a process for generating business value. Incident management policies, principles, concepts, activities, methods and techniques are also explained in relation to OSA practices.

To achieve the learning outcomes and prepare for the official examination, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:

 The purpose and objectives of the incident management process
 The scope of the incident management process
 The value to business and to the service lifecycle
 The policies, principles and all basic concepts of incident management
 The process activities, methods and techniques and how they relate to the service lifecycle
 The triggers, inputs and outputs and interfaces
 Information management within the incident management process
 How critical success factors and key performance indicators can be used to check the effectiveness and efficiency of the incident management process
 The challenges and risks associated with the incident management process

Learning Objectives

This module covers the request fulfillment process and how it contributes to OSA.

We explore the objectives, scope and importance of request fulfillment as a process for generating value for businesses. The module also explains request fulfillment policies, principles, concepts, activities, methods, request models and techniques in relation to OSA practices.

The candidate must be able to understand and describe:

 The purpose and objectives of the request fulfillment process
 The scope of the request fulfillment process
 The value to business and to the service lifecycle
 The policies and principles of request fulfillment and the request model concept
 The process activities, methods and techniques and how they relate to the service lifecycle
 The triggers, inputs and outputs and interfaces
 Information management within the request fulfillment process
 How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the request fulfillment process
 The challenges and risks associated with the request fulfillment process

Learning Objectives

This module covers how the problem management process contributes to OSA practices.

The module offers a complete overview of the objectives, scope and importance of problem management as a process for generating business value.

We also look at problem management policies, principles, concepts, activities, methods, problem models and techniques in relation to OSA practices and information management.

The candidate must be able to understand and describe:

 The purpose and objectives of the problem management process
 The scope of the problem management process
 The value to business and service lifecycle
 The policies and principles of problem management and the problem model concept
 The process activities, methods and techniques and how they relate to the service lifecycle
 The triggers, inputs and outputs, and interfaces
 Information management within the problem management process
 How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the problem management process
 The challenges and risks associated with the problem management process

Learning Objectives

This module covers how the access management process contributes to OSA practices.

The module offers a complete overview of the objectives, scope and importance of access management as a process for generating business value. We also look at access management policies, principles, concepts, activities, methods, access models and techniques in relation to OSA practices and information management.

The candidate must be able to understand and describe:

 The purpose and objectives of the access management process
 The scope of the access management process
 The value to business and service lifecycle
 The policies and principles of access management
 The process activities, methods and techniques and how they relate to the service lifecycle
 The triggers, inputs and outputs, and interfaces
 Information management within the access management process
 How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the access management process
 The challenges and risks associated with the access management process

Learning Objectives

This module covers the service desk function and how it contributes to OSA.

The module offers a complete overview of the objectives, scope and importance of the service desk as a function for generating business value. We also look at service desk policies, principles, concepts, activities, methods and techniques in relation to OSA.

The role of the service desk is also explored in relation to organizational structures, staffing options and outsourcing strategies.

The candidate must be able to understand and describe:

 The service desk role
 The service desk objectives
 Different service desk organizational structures
 Different service desk staffing options
 Measuring service desk performance
 Issues and safeguards to consider when outsourcing the service desk
 Performance management
 Issues for outsourcing

Learning Objectives

This module deals with how the service operation functions of technical management, IT operations management and applications management contribute to OSA practices.

We define the roles of each function, as well as their objectives, scope, importance, policies, principles, concepts, activities, methods and techniques, all in relation to OSA.

The candidate must be able to understand and describe:

 The roles of each function
 Their objectives
 The objectives and activities of the OSA functions

Learning Objectives

This module covers the implementation of technology as part of enabling service management process capabilities. It also covers the special technology functions and features that are related to OSA practices.

The candidate must be able to understand and describe:

 The generic requirements for technology to support process capability
 The evaluation criteria for technology and tools for process implementation
 Project, risk and staffing practices for process implementation
 The challenges, risks and CSFs related to implementing practices and processes
 How to plan and implement service management technologies
 Evaluating tools, planning and implementing technologies

Learning Objectives

This module prepares you for the ITIL Operation Support and Analysis examination.

ITSM stands for 'IT Service Management': using policies, procedures, and best practices to optimize IT services for clients and employees.

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.

ITIL 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

ITIL 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with ITIL practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, ITIL 4 has an all-new certification path.

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.