ITIL Intermediate OSA Certification Training in Delhi, India

IT professionals, business managers, and business process owners will all benefit from this training. ITIL Intermediate OSA Certification also provides a valuable boost to your resume as a configuration manager, availability manager, system software manager, applications support manager, IT operations manager, network control and operation manager, database administrator, problem manager, or network support.

To be eligible for the examination leading to the ITIL Intermediate OSA Certificate, you must undertake at least 28 contact hours (hours of instruction, excluding breaks) with an accredited training organization (ATO) or an accredited e-learning solution as part of a formal, approved training course or program. You should also hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications). Two to four years of professional experience working in IT service management is highly desirable.

• ITIL® Intermediate OSA

  Preview

  • Learning Unit 00 - Introductory Lesson

    38:30Preview

    • 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

    37:00Preview

    • 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

    37:38Preview

    • 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

    40:52Preview

    • 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

    24:52Preview

    • 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

    26:36Preview

    • 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

    21:57Preview

    • 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

    32:27Preview

    • 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

    52:18Preview

    • 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

    50:50Preview

    • 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