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ITIL® Intermediate Capabilities: Operational Support & Analysis (2011 Edition)

Course Outline

1 – Course Introduction

2 – OSA Introduction

3 – OSA Functions

The Service Desk
Technical Management
IT Operations Management
Application Management

4 – Event Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

5 – Incident Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

6 – Request Fulfillment

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

7 – Problem Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

8 – Access Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

9 – Technology and Implementation Considerations

10 – Challenges, Critical Success Factors and Risks

11 – Additional Sources of Information

12 – Living the Lifecycle Assignments

13 – Study and Exam Taking Tips

14 – Course Syllabus

15 – Key Concepts Review

16 – Study Aids

17 – Study Aids Answer Key

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