ITIL^® Intermediate: Operational Support and Analysis

• Service management as a practice
• The service value proposition
• Optimizing operational service performance
• The role of OSA processes in the lifecycle
• How OSA supports the service lifecycle

Event management

• The purpose, goal and objectives of event management
• Triggers, inputs, outputs and the process interfaces
• Using critical success factors to check effectiveness
• Employing active and passive monitoring tools

Incident management

• Managing the incident lifecycle
• Identifying process activities, methods and techniques and how they relate to the service lifecycle
• Interaction with design services
• Incident management involvement

Request fulfillment

• Scope of the processes
• The policies, principles and the request model concept
• Dealing with service requests from users
• How KPIs can verify effectiveness and efficiency of the request fulfillment process

Problem management

• The objectives of the problem management process
• Managing the lifecycle of problems
• Value to the business and the service lifecycle
• Identifying triggers, input and output to other processes
• Analyzing critical success factors to check efficiency

Access management

• Policies, principles and basic concepts
• Managing authorized user access
• Distinguishing access management and information management
• Executing security and availability management policies
• Challenges and critical success factors
• Verifying effectiveness and efficiency

• Establishing the service desk objectives
• Organizational structures and staffing options
• Providing a single point of contact
• Measuring effectiveness and efficiency
• Impact of service desk on customer perception
• Reasons and options for outsourcing the service desk

• Functions of technical management, IT operations management and application management
• How the functions contribute to OSA
• Identifying the roles of each function
• Distinguishing the objectives of each function
• Analyzing the function's activities

• Generic technology requirements
• Evaluation criteria for technology and tooling for process implementation
• Planning and implementing service management technologies
• Assessing and managing the project, risk and staffing for process implementation
• Identifying the critical success factors and risks related to implementing practices and processes

• Managing change in service operation
• Examining implementation aspects of service operation and project management
• Assessing and managing risk in service operation
• Operational staff considerations in service design and transition
• How to plan and implement service management technologies