ITIL Intermediate OSA Certification Training in Delhi, India

5336 Learners

This ITIL® Intermediate Operational Support and Analysis (OSA) certification training allows you to apply support resolution and analysis to the service management lifecycle. It is a key module in the ITIL Intermediate Capability Stream leading to an IT Expert certificate in IT Service Management.

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Key Features

MONEY BACK GUARANTEE

10.5 hours of self-paced learning
9 end-of-chapter quizzes
2 sample test papers
Exam fee included
15 PDUs offered

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Course Description

What are the course objectives?

The ITIL® Intermediate Operational Support and Analysis (OSA) module is an ITIL qualification focused on planning, implementation, and optimization of OSA processes. Simplilearn’s ITIL® Intermediate OSA training introduces you to OSA practices for the resolution and support of the service management lifecycle and trains you to apply core practices that support the service management lifecycle in real-time.

As one of the key ITIL Service Capability modules, the OSA Module enhances your ITIL knowledge and skills enabling you to execute and implement specific ITIL processes effectively. The ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a free-standing qualification but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. Simplilearn offers ITIL Intermediate OSA certification training that prepares you for the ITIL OSA exam with online self-paced learning and/or in a classroom learning environment.
Why is this certification so desirable?

ITIL® Intermediate OSA Certification is an intermediate level of ITIL certification offered to IT professionals who successfully pass the ITIL® OSA exam. The ITIL® Intermediate Operational Support and Analysis (OSA) qualification demonstrates your specialization in ITIL service capability modules and expertise in planning, implementing and optimizing the OSA processes. ITIL® OSA certification establishes your professional ability to apply OSA practices to identify improvements to the implementation of ITIL processes to deliver and support customer services and improve ITIL processes in functional areas such as event management, incident management and request fulfillment

More than one million professionals have enjoyed the benefits of being certified in the ITIL OSA module as the global demand for certified professionals continues to rise.
What skills will you learn?
Simplilearn’s ITIL® Intermediate OSA course provides a complete management-level overview of Operational Support and Analysis and all of its related activities. After participating in Simplilearn’s ITIL ® Intermediate OSA training, you will be able to:
- Apply OSA practices to enable event, incident, request, problem, access, technical, IT operations, and application management
- Identify how to manage the everyday operation of IT services
- Identify improvements to the implementation of ITIL processes to deliver and support customer services
- Describe the management and resolution of regarding people, relationships, procedures, and infrastructure technology to enable high quality and cost-effective IT services
- Identify challenges, critical success factors, and risks
What are the career benefits of this course?

According to some of the leading job websites, ITIL® Intermediate OSA Certification is a prerequisite for many key roles in the IT sector. Certified professionals can expect to take on organizational functions such as service desk management, technical management, IT operations management, and application management. Certified professionals in this field are in high demand and their job prospects and pay scale grow in keeping with their certification levels. According to recent surveys by payscale.com, the median salary of certified professionals in this field is $86,746.
Who should take this course?

IT professionals, business managers, and business process owners will all benefit from ITIL Intermediate OSA training. ITIL® Intermediate OSA Certification will be 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.

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
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Exam & Certification

How do I become ITIL® Intermediate OSA certified?

The certification is offered to candidates who fulfill the prerequisites and pass the exam. The ITIL® Intermediate OSA exam is governed by APMG, EXIN, and CSME. To qualify to take the exam you must first participate in a course offered through an Accredited Training Organization (ATO) or an accredited e-learning solution. Simplilearn is accredited by APMG and TUV as an ITIL Foundation and Intermediate Training provider. Simplilearn is also an Accredited Examination Centre (AEC) by APMG, TUV, and EXIN.
What are the prerequisites for the ITIL® Intermediate OSA certification?
To be eligible for the examination leading to the ITIL® Intermediate OSA Certificate, you must fulfill the following requirements:
- 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.
- 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.
What do I need to do to unlock my certificate of course participation?

Online self-learners must complete 85% of the course to receive their certificate of participation from Simplilearn.
Until when can I procure exam voucher from Simplilearn?

Your exam voucher fee is included in the price of this course. However, you must procure the exam voucher within six months from the date of course purchase. In case the exam price goes up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.
How frequently does exam fee change?

Exam prices are dynamic and governed by the certification body. Normally price changes are announced during the end of the calendar year. You will be liable to pay the difference amount to Simplilearn if you had not booked the exam and the exam price is hiked in the meantime.
What is the validity of my exam voucher?

Exam vouchers are valid for 1 year from the date of issuance. If you do not book the exam within 1 year from purchase of voucher, you will need to buy the voucher again per the actual price.
How will I schedule/book my exam?

Please click the below link for information regarding the booking process: https://www.simplilearn.com/ice9/about_course_images/Raise_exam_request_through_LMS.pdf
Does the course fee include examination fees as well?

Yes, the course fee is inclusive of the examination fee.
Can I ask for refund of exam voucher cost once its issued to me?

No, exam voucher cost cannot be refunded once it is issued to a learner as we procure this from third party bodies. Simplilearn does not own the voucher policies and cost.

Course Advisor

Manuel W Lloyd Virtual CIO, IT Service Expert

Manuel W. Lloyd is a Process Expert known for his thought leadership in IT governance, legislative compliance, operational efficiency, and cyber security.

Reviews

Ajit Singh Delhi

Very good. Have a good knowledge on trainer topics. Excellent interpersonal skills.

Basannavar Vinayak Pune

The training was very good

Ravi Thapa Bangalore

Trainer & course material are very good. Well organized

Christian Serapiao Sao Paulo

The training was very good.

FAQs

How do I enroll for the online training?
You can enroll for this training on our website and make an online payment using any of the following options:
- Visa Credit or Debit Card
- MasterCard
- American Express
- Diner’s Club
- PayPal
Once payment is received you will automatically receive a payment receipt and access information via email.
What does this training include?

You will have access to the online e-learning content and practice tests.
If I need to cancel my enrollment, can I get a refund?

Yes, you can cancel your enrollment if necessary. We will refund the course price after deducting an administration fee. To learn more, please read our Refund Policy.
Do you provide a money-back guarantee for the training programs?

Yes. We do offer a money-back guarantee for many of our training programs. Refer to our Refund Policy and submit refund requests via our Help and Support portal.
Can I extend the access period?

Yes, you can extend the access period by paying an additional fee. Please contact our Help and Support portal for more information.
Where and how can I access the e-learning content? Are there any limitations?
Once you register for a course by paying the course fee, you will have 24/7 access to the e-learning content on our website. An automated course purchase confirmation email will guide you through the process.
I am not able to access the online courses. Whom should I contact?
Contact us using the form on the right side of any page on the Simplilearn website, select the Live Chat link or contact Help & Support.
I’d like to learn more about this training program. Whom should I contact?
Contact us using the form on the right side of any page on the Simplilearn website, or select the Live Chat link. Our customer service representatives can provide you with more details.
What certification will I receive after completing the training?
After successful completion of the training, you will be awarded the course completion certificate along with the 15 PDU's. Once you successfully pass the exam, you will receive the ITIL Foundation Certification from the exam body.
Who are the instructors and how are they selected?
All of our highly-qualified trainers are ITIL certified with more than 15 years of experience in training and working professionally in the field. Each of them has gone through a rigorous selection process that includes profile screening, technical evaluation, and a training demo before they are certified to train for us. We also ensure that only those trainers with a high alumni rating remain in our faculty.
How does Simplilearn assure that the material and the training delivered are effective?
Our certification training is designed for you to pass the exams on your first attempt. With a hands-on learning approach and Global Learning Framework, the training not only gives you the confidence to pass the exam, but also helps you retain knowledge beyond the exam.

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Course Description

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Why is this certification so desirable?

What skills will you learn?

What are the career benefits of this course?

Who should take this course?

Course Preview

ITIL® Intermediate OSA

Learning Unit 00 - Introductory Lesson

0.1 ITIL® 2011 Capability Module Operational Support and Analysis

0.2 Agenda

0.3 Objective

0.4 ITIL® 2011 Introduction

0.5 ITIL® 2011 Intermediate

0.6 ITIL - Qualification Criteria

0.7 Definition of Service Lifecycle

0.8 Definition of Service Capability

0.9 Difference between Lifecycle and Capability Modules

0.10 Managing Across the Lifecycle

0.11 Accreditation Institute

0.12 OSA Course Description

0.13 Course Objective

0.14 Target Candidate

0.15 Target Candidate contd..

0.16 Exam Pre-requisites

0.17 ITIL® 2011 OSA Exam Format

0.18 Exam Tips

0.19 Course Outline

0.20 Quiz

0.21 Foundation Basics

0.22 ITIL - The Library Publications

0.23 ITIL

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

0.25 Why choose Public Standards over Proprietary ones?

0.26 What is a Service?

0.27 What is a Service Management?

0.28 Service Management Roles: Service Owner

0.29 Service Management Roles: Process Owner

0.30 Connecting with Processes and Functions: RACI Matrix

0.31 Key Terminology: Service Providers

0.32 Key Terminology: Suppliers

0.33 Thank You

Learning Unit 01 - Introduction to Operation Support and Analysis

1.1 Introduction to Operation Support and Analysis

1.2 ITIL - The Library Constituents

1.3 Service Operation - Purpose and Objectives

1.4 Service Operation - Scope

1.5 Service Operation - Processes

1.6 Service Operation - Functions

1.7 Value to the Business of OSA Activities

1.8 Optimization of Service Operational Performance

1.9 IT Service Management

1.10 Concept of Service and Value - Definition of a Service

1.11 Economic Value of a Service

1.12 Combined Effects of Utility and Warranty

1.13 Value to the Business - Monitor and Measure

1.14 Process

1.15 Organizing IT Service Management - Process Definition

1.16 Characteristics of a Process

1.17 Organizing IT Service Management - Organization Structure

1.18 Summary

1.19 Quiz

Learning Unit 02 - Event Management

2.1 Event Management

2.2 Event Management

2.3 Event Management - Purpose

2.4 Event Management - Objectives

2.5 Event Management - Scope

2.6 Event Management vs. Monitoring

2.7 Event Management - Value to the Business

2.8 Event Management - Policies

2.9 Event Management - Principles and Basic Concepts

2.10 Event Management - Key Concepts

2.11 Event Management - Triggers