by Integrity Training | Publisher: Stone River eLearning | Release Date: April 2019 | ISBN: 300000006A0178

The ITIL® Operational Support & Analysis (OSA) course covers the practical aspects of the ITIL® service lifecycle and processes associated with the operational support and analysis of services and service delivery. The course focuses on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course also helps the candidates to successfully complete the associated exam offered by ITIL®. The ITIL® Operational Support & Analysis course builds on the principles covered as part of the ITIL® Foundation course and is designed to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL® Service Lifecycle framework. The course requires that the prospective candidates of this course must have the ITIL® Foundation Certificate in IT Service Management or possess equivalent knowledge. In addition to this, two to four years of relevant work experience is also recommended. All ITIL® courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

1. Introduction
   • Course Introduction 00:02:17
   • Instructor Introduction 00:01:36
2. Course Introduction
   • Course Introduction 00:00:32
   • Course Organization 00:00:22
   • Welcome to the Course! 00:00:34
   • Mentoring Community Introductions 00:00:46
   • Why Are You Here? 00:00:48
   • Using Bloom’s Taxonomy 00:01:10
   • What do you Expect? 00:00:37
   • Housekeeping in the Online Classroom 00:01:04
   • Course Conventions & Agenda 00:00:08
   • Conventions Used 00:00:54
   • Quizzes & Exercises 00:00:44
   • ITIL Qualification Scheme 00:00:48
   • ITIL Capability Exam 00:01:08
   • Getting Started in an Online Classroom 00:02:26
   • Section Review 00:00:24
3. Introduction to Operational Support & Analysis
   • Introduction to Operational Support & Analysis 00:00:27
   • Service Operation 00:00:19
   • SO & the Service Lifecycle 00:00:53
   • Managing Across the Lifecycle 00:03:28
   • Purpose, Goals & Objectives of Service Operation 00:00:53
   • Scope of Service Operation 00:01:55
   • Value of Service Operation 00:01:38
   • Principles of OSA 00:00:49
   • Fundamentals of Service Operation 00:03:14
   • The Principle of Service Operation 00:02:15
   • Achieving Balance in Service Operation 00:02:40
   • Balancing Stability & Responsiveness 00:02:34
   • Balancing QoS & CoS 00:01:09
   • Balancing Reactive & Proactive 00:02:00
   • Providing Service 00:02:23
   • SO & Other Lifecycle Stages 00:02:16
   • OSA Summary 00:00:09
   • OSA Summary 00:01:11
   • Checkpoint 00:00:09
   • Section Review 00:01:06
4. Service Operation Processes
   • Introduction to Service Operation Processes 00:00:32
   • Event Management 00:00:31
   • The Service Operation Model 00:04:32
   • The Processes of Service Operation 00:01:05
   • Introduction 00:01:16
   • Purpose, Goals & Objectives 00:01:43
   • Scope 00:00:53
   • Value to the Business 00:01:59
   • Concepts 00:02:20
   • Activities of Event Management 00:00:42
   • Event Occurrence & Notification 00:03:25
   • Event Detection & Filtering 00:01:09
   • Event Significance & Correlation 00:02:09
   • Event Response Trigger & Selection 00:01:11
   • Event Review & Closure 00:01:26
   • Designing for Event Management 00:01:15
   • Instrumentation 00:01:41
   • Error Messaging 00:01:07
   • Event Detection & Alert Mechanisms 00:01:30
   • Identification of Thresholds 00:01:06
   • Triggers, Inputs & Outputs 00:02:13
   • Process Relationships 00:02:16
   • Information 00:01:19
   • Critical Success Factors 00:03:06
   • Challenges & Risks 00:03:07
   • Summary 00:01:56
   • Incident Management 00:00:35
   • Introduction 00:01:15
   • Purpose, Goals & Objectives 00:01:21
   • Scope 00:00:38
   • Value to the Business 00:01:47
   • Concepts 00:02:25
   • Activities of Incident Management 00:00:22
   • Incident Logging 00:00:56
   • Incident Categorization 00:01:37
   • Categorization 00:01:07
   • Incident Priority 00:01:11
   • Incident Escalation 00:01:13
   • Incident Diagnosis 00:01:17
   • Incident Resolution & Recovery 00:01:13
   • Incident Closure 00:02:11
   • Expanded Incident Lifecycle 00:04:20
   • Incident Management – Roles 00:01:01
   • Triggers, Inputs & Outputs 00:01:36
   • Process Relationships 00:01:59
   • Information 00:01:21
   • Critical Success Factors 00:02:00
   • Challenges & Risks 00:03:38
   • Summary 00:01:26
   • Lesson: Request Fulfillment 00:00:37
   • Introduction 00:00:54
   • Purpose, Goals & Objectives 00:01:00
   • Scope 00:01:15
   • Value to the Business 00:01:39
   • Concepts 00:01:52
   • Activities of Request Fulfillment 00:01:36
   • Menu Selection 00:01:27
   • Financial Approval 00:01:09
   • Other Approval 00:00:54
   • Fulfillment 00:00:51
   • Closure 00:00:39
   • Triggers, Inputs & Outputs 00:01:12
   • Process Relationships 00:02:00
   • Information 00:00:45
   • Critical Success Factors 00:01:53
   • Challenges & Risks 00:01:52
   • Summary 00:00:54
   • Problem Management 00:00:37
   • Introduction 00:01:09
   • Purpose, Goals & Objectives 00:01:18
   • Scope 00:01:09
   • Concepts 00:01:28
   • Value to the Business 00:01:23
   • Activities of Problem Management 00:02:06
   • Managing the Problem 00:01:42
   • Problem Detection 00:01:19
   • Problem Logging 00:00:57
   • Problem Categorization 00:00:40
   • Problem Prioritization 00:01:15
   • Problem Investigation & Diagnosis 00:01:17
   • Workarounds 00:01:32
   • Raising a Known Error Record 00:00:52
   • Problem Resolution 00:01:03
   • Problem Closure 00:00:40
   • Major Problem Review 00:01:07
   • Development Errors 00:01:32
   • Problem Analysis Techniques 00:01:22
   • Managing the Known Error 00:02:23
   • Triggers, Inputs & Outputs 00:01:59
   • Relationships 00:02:34
   • Information 00:01:20
   • Critical Success Factors 00:03:38
   • Challenges & Risks 00:03:16
   • Summary 00:02:21
   • Access Management 00:00:35
   • Introduction 00:00:56
   • Purpose, Goals & Objectives 00:00:58
   • Scope 00:01:01
   • Value to the Business 00:01:19
   • Concepts 00:01:10
   • Activities of Access Management 00:00:42
   • Access Request 00:01:17
   • Access Verification 00:01:07
   • Provide Rights 00:01:04
   • Monitor Identity Status 00:01:03
   • Log & Track Access 00:01:30
   • Remove or Restrict Rights 00:00:49
   • Triggers, Inputs & Outputs 00:00:53
   • Relationships 00:01:57
   • Information 00:01:00
   • Critical Success Factors 00:01:28
   • Challenges & Risks 00:02:11
   • Summary 00:01:09
   • Operational Activities of Other Lifecycle Processes 00:00:50
   • Introduction 00:01:09
   • Change Management 00:01:34
   • Service Asset & Configuration Management 00:00:57
   • Release & Deployment Management 00:00:36
   • Knowledge Management 00:00:44
   • Capacity Management 00:01:35
   • Availability Management 00:01:02
   • IT Service Continuity Management 00:00:57
   • Financial Management 00:01:10
   • Lesson: Service Operation Processes Summary 00:00:10
   • Service Operation Process Summary 00:02:17
   • Checkpoint 00:00:15
   • Section Review 00:01:34
5. OSA Common Activities
   • Common Activities 00:00:21
   • OSA Common Activities 00:00:25
   • Introduction 00:03:22
   • Service Operation - Common Activities 00:00:47
   • Monitoring & Control 00:01:07
   • Control Loop 00:03:39
   • OSA's Common Activities 00:00:38
   • IT Operations 00:00:37
   • Mainframe Management 00:00:32
   • Server Management & Support 00:00:52
   • Network Management 00:00:48
   • Storage & Archive 00:00:30
   • Database Management 00:01:28
   • Directory Services Management 00:01:04
   • Desktop Support 00:01:10
   • Middleware Management 00:00:47
   • Internet/Web Management 00:01:15
   • Facilities & Datacenter Management 00:01:03
   • Data Center Strategies 00:01:14
   • IT Security Management – ISO/IEC Security Standards 00:01:12
   • Improvement of Operational Activities 00:01:38
   • Common Activities Summary 00:00:16
   • Common Activities Summary 00:00:41
   • Checkpoint 00:00:09
   • Section Review 00:01:19
6. Service Operation Functions
   • Service Desk Function 00:00:29
   • Service Desk Function (Cont.) 00:00:25
   • Introduction to Service Operation Functions 00:00:32
   • Introduction to Service Desk 00:02:26
   • Service Desk 00:00:19
   • Service Desk – Role 00:01:30
   • Service Desk – Objectives 00:01:06
   • Service Desk – Organizational Structures 00:01:58
   • Outsourcing Issues 00:01:57
   • Service Desk – Staffing 00:02:18
   • Service Desk – Metrics 00:01:35
   • Technical Management Function 00:00:25
   • Introduction to Technical Management 00:00:46
   • Technical Management 00:00:24
   • Technical Management – Role 00:00:57
   • Technical Management – Objectives 00:01:12
   • Generic Technical Management Activities 00:01:13
   • Technical Management – Organizational Structures 00:00:47
   • Technical Management – Design, Maintenance & Support 00:01:27
   • Technical Management – Metrics 00:01:07
   • Technical Management - Documentation 00:00:53
   • IT Operations Management 00:00:36
   • Introduction to IT Service Operations Management 00:00:40
   • IT Operations 00:00:26
   • IT Operations – Role 00:01:13
   • IT Operations – Objectives 00:00:32
   • IT Operations – Organizational Structures 00:01:09
   • IT Operations – Metrics 00:00:45
   • Operations Management - Documentation 00:01:01
   • Application Management Function 00:00:26
   • Introduction to Application Management 00:00:40
   • Application Management 00:00:33
   • Application Management – Role 00:01:18
   • Application Management – Objectives 00:01:07
   • Application Management - Principles 00:01:20
   • Application Lifecycle 00:02:05
   • Application Management – Generic Activities 00:02:01
   • Application Management – Organizational Structures 00:01:25
   • Application Management – Roles & Responsibilities 00:01:11
   • Application Management – Metrics 00:01:01
   • Application Management – Documentation 00:01:29
   • Service Operation Functions Summary 00:00:09
   • Service Operation Functions Summary 00:01:40
   • Checkpoint 00:00:08
   • Section Review 00:01:50
7. Organize & Implement
   • Organizational Structures 00:00:44
   • Organizational Structures 00:00:26
   • Organizational Structures (Cont.) 00:00:30
   • Specialization Based Structures 00:01:22
   • Activity Based Structures 00:01:27
   • Process Based Structures 00:01:26
   • Geography Based Structures 00:01:22
   • Hybrid Structures 00:01:11
   • Roles & Responsibilities 00:00:11
   • Introduction 00:01:29
   • Generic Roles 00:00:38
   • Service Owner 00:00:49
   • Process Owner 00:01:03
   • Process Manager 00:00:50
   • Process Practitioner 00:00:58
   • OSA - Roles 00:00:21
   • Service Desk 00:01:21
   • Technical Management 00:00:38
   • IT Operations 00:00:46
   • Application Management 00:00:36
   • Event Management 00:01:43
   • Incident Management 00:02:04
   • Request Fulfillment 00:01:09
   • Problem Management 00:01:20
   • Access Management 00:00:54
   • Technology Considerations 00:00:18
   • Technology Considerations 00:01:19
   • Service Management Tools 00:00:38
   • Generic Technology Considerations 00:03:24
   • Tool Evaluation Criteria 00:01:15
   • Event Management Desired Features 00:01:52
   • Incident Management Desired Features 00:01:36
   • Request Fulfillment Desired Features 00:01:00
   • Problem Management Desired Features 00:01:18
   • Access Management Desired Features 00:01:10
   • Service Desk Desired Features 00:01:41
   • Implementing OSA 00:01:05
   • Implementation 00:00:55
   • Managing Change 00:00:43
   • Project Management 00:01:13
   • Assessing & Managing Risk 00:01:15
   • Involvement in Design & Transition 00:01:59
   • Planning & Implementing Technology 00:01:17
   • Challenges, CSFs & Risks 00:01:36
   • Challenges 00:02:41
   • Critical Success Factors 00:01:36
   • Risks 00:01:33
   • Organize & Implement Summary 00:00:11
   • Organize & Implement Summary 00:01:03
   • Checkpoint 00:00:12
   • Section Review 00:01:40
   • Course Closure 00:02:42



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