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ITIL® Intermediate OSA Certification Training

Course Summary

Master the planning, implementation, and optimization of Operational Support and Analysis (OSA) processes in this ITIL OSA course, which is part of the capability module.


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    Course Syllabus


    Course preview

    ITIL® Intermediate OSA

    Learning Unit 00 - Introductory Lesson 38:30

    0.1 ITIL® 2011 Capability Module Operational Support and Analysis 01:14

    0.2 Agenda 01:04

    0.3 Objective 00:24

    0.4 ITIL® 2011 Introduction 00:54

    0.5 ITIL® 2011 Intermediate 00:46

    0.6 ITIL - Qualification Criteria 01:53

    0.7 Definition of Service Lifecycle 00:49

    0.8 Definition of Service Capability 00:44

    0.9 Difference between Lifecycle and Capability Modules 00:34

    0.10 Managing Across the Lifecycle 00:44

    0.11 Accreditation Institute 00:05

    0.12 OSA Course Description 00:45

    0.13 Course Objective 00:49

    0.14 Target Candidate 00:22

    0.15 Target Candidate contd.. 01:30

    0.16 Exam Pre-requisites 01:19

    0.17 ITIL® 2011 OSA Exam Format 01:09

    0.18 Exam Tips 00:20

    0.19 Course Outline 05:08

    0.20 Quiz 00:52

    0.21 Foundation Basics 00:15

    0.22 ITIL - The Library Publications 03:30

    0.23 ITIL 01:03

    0.24 ITIL is presented as Best Practice. What are Best Practices? 01:05

    0.25 Why choose Public Standards over Proprietary ones? 02:23

    0.26 What is a Service? 00:39

    0.27 What is a Service Management? 01:49

    0.28 Service Management Roles: Service Owner 01:15

    0.29 Service Management Roles: Process Owner 01:11

    0.30 Connecting with Processes and Functions: RACI Matrix 01:11

    0.31 Key Terminology: Service Providers 01:30

    0.32 Key Terminology: Suppliers 00:32

    0.33 Thank You 00:42

    Learning Unit 01 - Introduction to Operation Support and Analysis 37:00

    1.1 Introduction to Operation Support and Analysis 00:14

    1.2 ITIL - The Library Constituents 03:10

    1.3 Service Operation - Purpose and Objectives 01:16

    1.4 Service Operation - Scope 01:55

    1.5 Service Operation - Processes 01:41

    1.6 Service Operation - Functions 01:46

    1.7 Value to the Business of OSA Activities 01:46

    1.8 Optimization of Service Operational Performance 01:20

    1.9 IT Service Management 02:28

    1.10 Concept of Service and Value - Definition of a Service 02:35

    1.11 Economic Value of a Service 03:44

    1.12 Combined Effects of Utility and Warranty 02:19

    1.13 Value to the Business - Monitor and Measure 02:12

    1.14 Process 03:45

    1.15 Organizing IT Service Management - Process Definition 00:58

    1.16 Characteristics of a Process 01:23

    1.17 Organizing IT Service Management - Organization Structure 04:04

    1.18 Summary 00:24

    1.19 Quiz

    Learning Unit 02 - Event Management 37:38

    2.1 Event Management 00:12

    2.2 Event Management 00:29

    2.3 Event Management - Purpose 00:51

    2.4 Event Management - Objectives 00:52

    2.5 Event Management - Scope 01:44

    2.6 Event Management vs. Monitoring 00:57

    2.7 Event Management - Value to the Business 01:45

    2.8 Event Management - Policies 01:54

    2.9 Event Management - Principles and Basic Concepts 02:17

    2.10 Event Management - Key Concepts 08:57

    2.11 Event Management - Triggers 01:22

    2.12 Event Management - Inputs and Outputs 01:00

    2.13 Event Management - Interfaces 01:52

    2.14 Event Management - Information Management 01:56

    2.15 Event Management - Metrics 01:24

    2.16 Event Management - Challenges and Risks 01:40

    2.17 Event Management - CSFs and KPIs 02:27

    2.18 Event Management - Design 02:35

    2.19 Event Management - Use of Event Rule Sets and Correlation Engines 01:03

    2.20 Event Management - Technology 01:59

    2.21 Event Management - Summary 00:22

    2.22 Quiz

    Learning Unit 03 - Incident Management 40:52

    3.1 Incident Management 00:12

    3.2 Incident Management 00:33

    3.3 Incident Management - Purpose 00:25

    3.4 Incident Management - Objective 01:05

    3.5 Incident Management - Scope 00:48

    3.6 Incident Management - Value to Business 01:19

    3.7 Incident Management - Policies 01:24

    3.8 Incident Management - Key Concepts 02:07

    3.9 Incident Management - Key Concepts 01:14

    3.10 Incident Management - Process Flow 03:58

    3.11 Incident Management - Activities 02:18

    3.12 Incident Management - Categorization 01:37

    3.13 Incident Management - Prioritization 01:03

    3.14 Incident Management - Investigation and Diagnosis 01:58

    3.15 Incident Management - Escalation 03:03

    3.16 Incident Management - Resolution and Recovery 00:58

    3.17 Incident Management - Closure 02:16

    3.18 Incident Management - Rules for reopening incidents 01:14

    3.19 Incident Management - Triggers 00:58

    3.20 Incident Management - Inputs and Outputs 02:21

    3.21 Incident Management - Interfaces 02:01

    3.22 Incident Management - Metrics and Information Management 01:09

    3.23 Incident Management - Information Management 01:01

    3.24 Incident Management - Challenges 01:29

    3.25 Incident Management - CSFs and KPIs 02:07

    3.26 Incident Management - Risks 01:38

    3.27 Service Operation - Incident Management Summary 00:36

    3.28 Quiz

    Learning Unit 04 - Request Fulfillment 24:52

    4.1 Request Fulfillment 00:11

    4.2 Request Fulfillment 00:30

    4.3 Request Management - Purpose and Objectives 01:07

    4.4 Request Management - Scope 01:25

    4.5 Request Management - Value to Business 01:03

    4.6 Request Management - Policies 01:07

    4.7 Request Management - Principles and Key Concepts 03:36

    4.8 Request Fulfillment - Process Activities 04:15

    4.9 Request Fulfillment - Triggers 01:00

    4.10 Request Fulfillment - Inputs and Outputs 01:02

    4.11 Request Fulfillment - Interfaces 00:58

    4.12 Request Fulfillment - Information Management 01:42

    4.13 Request Fulfillment - Metrics 01:03

    4.14 Request Fulfillment - Challenges 01:21

    4.15 Request Fulfillment - Risks 01:26

    4.16 Request Fulfillment - CSFs and KPIs 02:35

    4.17 Request Fulfillment - Summary 00:31

    4.18 Quiz

    Learning Unit 05 - Problem Management 26:36

    5.1 Problem Management 00:11

    5.2 Problem Management 00:35

    5.3 Problem Management - Objective 00:33

    5.4 Problem Management - Scope 02:44

    5.5 Problem Management - Value to the Business 00:58

    5.6 Problem Management - Key Concepts 01:41

    5.7 Problem Management - Key Concepts 02:23

    5.8 Problem Management - Process Flow 01:11

    5.9 Problem Management - Activities 02:51

    5.10 Problem Management - Techniques 01:41

    5.11 Problem Management - Inputs and Outputs 01:21

    5.12 Problem Management - Triggers 01:04

    5.13 Problem Management - Interfaces 03:04

    5.14 Problem Management - Information Management 01:10

    5.15 Problem Management - Metrics 01:15

    5.16 Problem Management - CSFs and KPIs 02:32

    5.17 Problem Management - Challenges and Risks 00:59

    5.18 Problem Management Summary 00:23

    5.19 Quiz

    Learning Unit 06 - Access Management 21:57

    6.1 Access Management 00:11

    6.2 Access Management 00:24

    6.3 Access Management - Purpose and Objectives 00:45

    6.4 Access Management - Scope 01:10

    6.5 Access Management - Value to the Business 01:11

    6.6 Access Management - Policies 01:05

    6.7 Access Management - Key Concepts 01:50

    6.8 Access Management - Activities 02:02

    6.9 Access Management - Activities 01:55

    6.10 Access Management - Triggers 01:30

    6.11 Access Management - Inputs and Outputs 00:52

    6.12 Access Management - Interfaces 01:39

    6.13 Access Management - Information Management 02:14

    6.14 Access Management - Metrics 00:42

    6.15 Access Management - Challenges and Risks 01:48

    6.16 Access Management - CSFs and KPIs 02:21

    6.17 Access Management - Summary 00:18

    6.18 Quiz

    Learning Unit 07 - Service Desk 32:27

    7.1 Service Desk 00:12

    7.2 Service Desk 00:18

    7.3 Objectives 00:24

    7.4 Responsibilities 00:47

    7.5 Organizational Structures 00:50

    7.6 Local Service Desk 01:06

    7.7 Centralized Service Desk 01:21

    7.8 Virtual Service Desk 02:05

    7.9 Specialized Service Desk 00:46

    7.10 Environment 01:14

    7.11 Single Point of Contact 02:09

    7.12 Staffing 00:22

    7.13 Staffing Levels 02:04

    7.14 Staffing Levels 01:10

    7.15 Skill Levels 01:43

    7.16 Skill Levels 02:05

    7.17 Training 01:38

    7.18 Staff Retention 01:12

    7.19 Super Users 01:09

    7.20 Service Desk Metrics 01:08

    7.21 Customer or User Satisfaction Surveys 01:38

    7.22 Outsourcing the Service Desk 01:26

    7.23 Outsourcing; Common Tools and Processes 01:14

    7.24 Outsourcing SLA Targets 00:44

    7.25 Outsourcing Good Communications 01:52

    7.26 Outsourcing Ownership of Data 01:19

    7.27 Summary 00:31

    7.28 Quiz

    Learning Unit 08 - Functions and Roles 52:18

    8.1 Functions and Roles 00:12

    8.2 Functions 04:52

    8.3 Technical Management - Objectives 00:49

    8.4 Technical Management - Roles 01:36

    8.5 Technical Management - Activities(1of2) 01:08

    8.6 Technical Management - Activities(2of2) 02:03

    8.7 IT Operations Management - Objectives 00:35

    8.8 IT Operations Management - Subfunctions 02:07

    8.9 IT Operations Management - Roles 02:26

    8.10 IT Operations Management - Documentation 02:50

    8.11 Applications Management - Objectives 00:41

    8.12 Applications Management - Roles 01:19

    8.13 Applications Management - Activities 03:22

    8.14 Roles and Responsibilities 00:39

    8.15 Service Owner Responsibilities(1 of 2) 02:45

    8.16 Service Owner Responsibilities(2 of 2) 01:06

    8.17 Generic Process Owner Responsibilities 02:22

    8.18 Process Manager - Responsibilities 01:32

    8.19 Process Practitioner - Responsibilities 01:23

    8.20 Key roles related to Incident Management Process(1of4) 01:47

    8.21 Key roles related to Incident Management Process(2of4) 01:29

    8.22 Key roles related to Incident Management Process(3of4) 01:16

    8.23 Key roles related to Incident Management Process(4of4) 01:09

    8.24 Key roles related to Problem Management Process(1of2) 02:42

    8.25 Key roles related to Problem Management Process(2of2) 02:07

    8.26 Key roles related to Request Fulfilment Process(1of2) 02:23

    8.27 Key roles related to Request Fulfilment Process(2of2) 02:11

    8.28 Key roles related to Event Management Process 01:52

    8.29 Key roles related to Access Management Process 01:15

    8.30 Functions Summary 00:20

    8.31 Quiz

    Learning Unit 09 - Technology Implementation Considerations 50:50

    9.1 Technology Implementation Considerations 00:14

    9.2 Technology and Implementation Considerations 00:29

    9.3 Generic Requirements (Toolsets) 1of2 02:45

    9.4 Generic Requirements (Toolsets) 2of2 01:59

    9.5 Evaluation Criteria for Process Implementation (1of3) 01:35

    9.6 Evaluation Criteria for Process Implementation (2of3) 01:09

    9.7 Evaluation Criteria for Process Implementation (3of3) 02:24

    9.8 Service Design Evaluation Criteria 01:37

    9.9 Service Design Evaluation Criteria 01:48

    9.10 Projects, Risks and Staffing Practices 1of2 01:11

    9.11 Projects, Risks and Staffing Practices 2of2 01:41

    9.12 Implementing Service Operation - Managing Risk in Service Operation 01:36

    9.13 Implementing Service Operation - Managing Change in Service Operation 02:58

    9.14 Service Design - Challenges 01:18

    9.15 Service Design - Risks 02:15

    9.16 Service Transition - Challenges 02:15

    9.17 Service Transition - Risks 01:13

    9.18 Service Transition - Critical Success Factors 01:47

    9.19 Service Operation - Challenges 02:14

    9.20 Service Operation Managers - Challenges (1of2) 02:00

    9.21 Service Operation - Challenges (2of2) 01:42

    9.22 Service Operation - Risks 03:02

    9.23 Service Operation - CSFs (1of3) 02:00

    9.24 Service Operation - CSFs (2of3) 02:05

    9.25 Service Operation - CSFs (3of3) 01:26

    9.26 Implementing Service Operation - Planning and Implementing Service Management Technologies 03:32

    9.27 Implementing Service Operation - Planning and Implementing Service Management Technologies 01:54

    9.28 Technology and Implementation Considerations - Summary 00:41

    9.29 Quiz

    Learning Unit 10 - Summary exam preparation and direct studies 01:05

    10.1 Summary: Exam Preparation and Directed 00:30

    10.2 Directed Studies and Glossary 00:08

    10.3 Checkpoints 00:21

    10.4 Thank You 00:06

    That was just a sneak-peak into the lesson.
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Course Fee:
USD 999

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

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