ITIL® Capability: Operational Support & Analysis

Introduction to operational support and analysis:

• The value to the business of OSA activities
• The lifecycle within the OSA context
• The scope of OSA processes and functions
• Optimizing service operation performance.

Event management:

• The event management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
• The benefits and business value that can be gained from event management

Incident management:

• The incident management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management within OSA practices
• The benefits and business value that can be gained from incident management

Request fulfilment:

• The request fulfilment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management within OSA practices
• The benefits and business value that can be gained from request fulfilment as related to OSA

Problem management:

• The end-to-end process flow for problem management inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• A measurement model and the metrics that would be used to support problem management within OSA practices
• The benefits and business value that can be gained from problem management

Access management:

• The end-to-end process flow for access management process inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• A measurement model and the metrics that would be used to support access management within OSA practices
• The benefits and business value that can be gained from access management as related to OSA.

The service desk:

• The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases
• The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
• A measurement model and the metrics that would be used to support the service desk function within OSA practices.

Functions:

• The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• The benefits and business value that can be gained from functions as related to OSA.

Technology and implementation considerations:

• Technology requirements for service management tools and where/how they would be used within OSA for process implementation
• What best practices should be used in order to alleviate challenges and risks when implementing service management technologies.