Course Overview
This program leads to a Certificate in ITIL Service Capability Management – Operational Support and
Analysis. The Service Capability series is focused on role based clusters in a modular set, each with a
certification. Each cluster contains groupings of processes and roles from within ITIL IT Service
Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct
interaction and dependencies in their daily use. The Operational Support and Analysis subject areas are
Event Management, Incident Management, Request Fulfillment, Problem Management, Access
Management, Service Desk, Technical Management, IT Operations Management and Application
Management.
Course Outline
Course Introduction 4m
Course Introduction
Chapter 01 – Course Introduction 13m
Lesson: Course Organization
Welcome to the Course!
Mentoring Community Introductions
Why Are You Here?
Using Bloom’s Taxonomy
What do you Expect?
Housekeeping in the Online Classroom
Lesson: Course Conventions & Agenda
Conventions Used
Quizzes & Exercises
ITIL Qualification Scheme
ITIL Capability Exam
Getting Started in an Online Classroom
Chapter 01 Review
Chapter 02 – Introduction to Operational 32m
Support & Analysis
Lesson: Service Operation
SO & the Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals & Objectives of Service Operation
Scope of Service Operation
Value of Service Operation
Lesson: Principles of OSA
Fundamentals of Service Operation
The Principle of Service Operation
Achieving Balance in Service Operation
Balancing Stability & Responsiveness
Balancing QoS & CoS
Balancing Reactive & Proactive
Providing Service
SO & Other Lifecycle Stages
Lesson: OSA Summary
OSA Summary
Checkpoint
Chapter 02 Review
Chapter 03 – Service Operation Processes 3hr 3m
Lesson: Event Management
The Service Operation Model
The Processes of Service Operation
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activities of Event Management
Event Occurrence & Notification
Event Detection & Filtering
Event Significance & Correlation
Event Response Trigger & Selection
Event Review & Closure
Designing for Event Management
Instrumentation
Error Messaging
Event Detection & Alert Mechanisms
Identification of Thresholds
Triggers, Inputs & Outputs
Process Relationships
Information
Critical Success Factors
Challenges & Risks
Summary
Lesson: Incident Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activities of Incident Management
Incident Logging
Incident Categorization
Categorization
Incident Priority
Incident Escalation
Incident Diagnosis
Incident Resolution & Recovery
Incident Closure
Expanded Incident Lifecycle
Incident Management – Roles
Triggers, Inputs & Outputs
Process Relationships
Information
Critical Success Factors
Challenges & Risk
Summary
Lesson: Request Fulfillment
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activities of Request Fulfillment
Menu Selection
Financial Approval
Other Approval
Fulfillment
Closure
Triggers, Inputs & Outputs
Process Relationships
Information
Critical Success Factors
Challenges & Risks
Summary
Lesson: Problem Management
Introduction
Purpose, Goals & Objectives
Scope
Concepts
Value to the Business
Activities of Problem Management
Managing the Problem
Problem Detection
Problem Logging
Problem Categorization
Problem Prioritization
Problem Investigation & Diagnosis
Workarounds
Raising a Known Error Record
Problem Resolution
Problem Closure
Major Problem Review
Development Errors
Problem Analysis Techniques
Managing the Known Error
Triggers, Inputs & Outputs
Relationships
Information
Critical Success Factors
Challenges & Risks
Summary
Lesson: Access Management
Introduction
Purpose, Goals & Objectives
Scope
Concepts
Value to the Business
Activities of Access Management
Access Request
Access Verification
Provide Rights
Monitor Identity Status
Log & Track Access
Remove or Restrict Rights
Triggers, Inputs & Outputs
Relationships
Information
Critical Success Factors
Challenges & Risks
Summary
Lesson: Operational Activities of Other Lifecycle Processes
Introduction
Change Management
Service Asset & Configuration Management
Release & Deployment Management
Knowledge Management
Capacity Management
Availability Management
IT Service Continuity Management
Financial Management
Lesson: Service Operation Processes Summary
Service Operation Process Summary
Checkpoint
Chapter 03 Review
Chapter 04 – OSA Common Activities 27m
Lesson: Common Activities
Introduction
OSA Common Activities
Monitoring & Control
Control Loop
Lesson: OSA’s Common Activities
IT Operations
Mainframe Management
Server Management & Support
Network Management
Storage & Archive
Database Management
Directory Services Management
Desktop Support
Middleware Management
Internet/Web Management
Facilities & Datacenter Management
Data Center Strategies
IT Security Management
Improvement of Operational Activities
Lesson: Common Activities Summary
Common Activities Summary
Checkpoint
Chapter 04 Review
Chapter 05 – Service Operation Functions 48m
Lesson: Service Desk Function
Introduction to Service Operation Functions
Introduction to Service Desk
Service Desk
Service Desk – Role
Service Desk – Objectives
Service Desk – Organizational Structures
Outsourcing Issues
Service Desk – Staffing
Service Desk – Metrics
Lesson: Technical Management Function
Introduction to Technical Management
Technical Management
Technical Management – Role
Technical Management – Objectives
Generic Technical Management Activities
Technical Management – Organizational Structures
Technical Management – Design, Maintenance & Support
Technical Management – Metrics
Technical Management – Documentation
Lesson: IT Operations Management
Introduction to IT Service Operations Management
IT Operations
IT Operations – Role
IT Operations – Objectives
IT Operations – Organizational Structures
IT Operations – Metrics
Operations Management – Documentation
Lesson: Application Management Function
Introduction to Application Management
Application Management
Application Management – Role
Application Management – Objectives
Application Management – Principles
Application Lifecycle
Application Management – Generic Activities
Application Management – Organizational Structures
Application Management – Roles & Responsibilities
Application Management – Metrics
Application Management – Documentation
Lesson: Service Operation Functions Summary
Service Operation Functions Summary
Checkpoint
Chapter 05 Review
Chapter 06 – Organize & Implement 1hr 3m
Lesson: Organizational Structures
Organizational Structures
Specialization Based Structures
Activity Based Structures
Process Based Structures
Geography Based Structures
Hybrid Structures
Lesson: Roles & Responsibilities
Introduction
Generic Roles
Service Owner
Process Owner
Process Manager
Process Practitioner
OSA – Roles
Service Desk
Technical Management
IT Operations
Application Management
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Lesson: Technology Considerations
Technology Considerations
Service Management Tools
Generic Technology Considerations
Tool Evaluation Criteria
Event Management Desired Features
Incident Management Desired Features
Request Fulfillment Desired Features
Problem Management Desired Features
Access Management Desired Features
Service Desk Desired Features
Lesson: Implementing OSA
Implementation
Managing Change
Project Management
Assessing & Managing Risk
Involvement in Design & Transition
Planning & Implementing Technology
Challenges, CSFs & Risks
Challenges
Critical Success Factors
Risks
Lesson: Organize & Implement Summary
Organize & Implement Summary
Checkpoint
Chapter 06 Review
Course Closure
Total Duration: 6hrs 9m