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Microsoft

For ITIL® Foundation Course

For ITIL® Intermediate Course


For ITIL® Online Course


For ITIL® Blended Course


For ITIL® Virtual Live Class

OSA Intermediate Online Training Covers the following topics:

1. Introduction
  • The value to the business of OSA activities
  • The scope of OSA processes and functions
  • Event
  • Incident
  • Problem and Access Management
  • Request Fulfillment
  • The Service Desk
  • How OSA supports the service lifecycle
  • Optimizing Service Operation performance
2.Event Management
  • The purpose, goal 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, outputs and interfaces
  • Information Management within the Event Management process
  • The Event Management involvement in Information Management
  • 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
3. Incident Management
  • 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, outputs and interfaces
  • Information Management within the Incident Management process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Incident Management process
  • The challenges and risks associated with the Incident Management process
4. Request Fulfilment
  • The purpose and objectives of the Request Fulfilment process
  • The scope of the Request Fulfilment process
  • The value to business and to the service lifecycle
  • The policies and principles of Request Fulfilment and the request model concept
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs, outputs and interfaces
  • Information Management within the Request Fulfilment process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Request Fulfilment process
  • The challenges and risks associated with the Request Fulfilment process
  5. Problem Management
  • The purpose and objectives of the Request Fulfilment process
  • The scope of the Request Fulfilment process
  • The value to business and to the service lifecycle
  • The policies and principles of Request Fulfilment and the request model concept
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs, outputs and interfaces
  • Information Management within the Request Fulfilment process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the Request Fulfilment process
  • The challenges and risks associated with the Request Fulfilment process
6. Access Management
  • The purpose and objectives of the Access Management process
  • The scope of the Access Management process
  • The value to business and to the service lifecycle
  • The policies, principles and basic concepts of Access Management
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs, 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
7. Service Desk
  • The purpose and objectives of the Request Fulfilment process
  • 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
8. Functions
  • The roles of each function
  • Their objectives
  • Each function’s activities
9. Technology and Implementation Considerations
  • 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 Critical Success Factors related to implementing practices and processes
  • How to plan and implement Service Management technologies
Examination
  • Time Allotted for Examination: 90-minutes
  • Examination Type: Computer based eight (8) multiple choice – scenario-based, gradient scored questions.
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