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ITIL® Operational Support & Analysis (OSA)

Video Description

The ITIL® Operational Support & Analysis (OSA) course covers the practical aspects of the ITIL® service lifecycle and processes associated with the operational support and analysis of services and service delivery. The course focuses on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course also helps the candidates to successfully complete the associated exam offered by ITIL®. The ITIL® Operational Support & Analysis course builds on the principles covered as part of the ITIL® Foundation course and is designed to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL® Service Lifecycle framework. The course requires that the prospective candidates of this course must have the ITIL® Foundation Certificate in IT Service Management or possess equivalent knowledge. In addition to this, two to four years of relevant work experience is also recommended. All ITIL® courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Table of Contents

  1. Introduction
    1. Course Introduction 00:02:17
    2. Instructor Introduction 00:01:36
  2. Course Introduction
    1. Course Introduction 00:00:32
    2. Course Organization 00:00:22
    3. Welcome to the Course! 00:00:34
    4. Mentoring Community Introductions 00:00:46
    5. Why Are You Here? 00:00:48
    6. Using Bloom’s Taxonomy 00:01:10
    7. What do you Expect? 00:00:37
    8. Housekeeping in the Online Classroom 00:01:04
    9. Course Conventions & Agenda 00:00:08
    10. Conventions Used 00:00:54
    11. Quizzes & Exercises 00:00:44
    12. ITIL Qualification Scheme 00:00:48
    13. ITIL Capability Exam 00:01:08
    14. Getting Started in an Online Classroom 00:02:26
    15. Section Review 00:00:24
  3. Introduction to Operational Support & Analysis
    1. Introduction to Operational Support & Analysis 00:00:27
    2. Service Operation 00:00:19
    3. SO & the Service Lifecycle 00:00:53
    4. Managing Across the Lifecycle 00:03:28
    5. Purpose, Goals & Objectives of Service Operation 00:00:53
    6. Scope of Service Operation 00:01:55
    7. Value of Service Operation 00:01:38
    8. Principles of OSA 00:00:49
    9. Fundamentals of Service Operation 00:03:14
    10. The Principle of Service Operation 00:02:15
    11. Achieving Balance in Service Operation 00:02:40
    12. Balancing Stability & Responsiveness 00:02:34
    13. Balancing QoS & CoS 00:01:09
    14. Balancing Reactive & Proactive 00:02:00
    15. Providing Service 00:02:23
    16. SO & Other Lifecycle Stages 00:02:16
    17. OSA Summary 00:00:09
    18. OSA Summary 00:01:11
    19. Checkpoint 00:00:09
    20. Section Review 00:01:06
  4. Service Operation Processes
    1. Introduction to Service Operation Processes 00:00:32
    2. Event Management 00:00:31
    3. The Service Operation Model 00:04:32
    4. The Processes of Service Operation 00:01:05
    5. Introduction 00:01:16
    6. Purpose, Goals & Objectives 00:01:43
    7. Scope 00:00:53
    8. Value to the Business 00:01:59
    9. Concepts 00:02:20
    10. Activities of Event Management 00:00:42
    11. Event Occurrence & Notification 00:03:25
    12. Event Detection & Filtering 00:01:09
    13. Event Significance & Correlation 00:02:09
    14. Event Response Trigger & Selection 00:01:11
    15. Event Review & Closure 00:01:26
    16. Designing for Event Management 00:01:15
    17. Instrumentation 00:01:41
    18. Error Messaging 00:01:07
    19. Event Detection & Alert Mechanisms 00:01:30
    20. Identification of Thresholds 00:01:06
    21. Triggers, Inputs & Outputs 00:02:13
    22. Process Relationships 00:02:16
    23. Information 00:01:19
    24. Critical Success Factors 00:03:06
    25. Challenges & Risks 00:03:07
    26. Summary 00:01:56
    27. Incident Management 00:00:35
    28. Introduction 00:01:15
    29. Purpose, Goals & Objectives 00:01:21
    30. Scope 00:00:38
    31. Value to the Business 00:01:47
    32. Concepts 00:02:25
    33. Activities of Incident Management 00:00:22
    34. Incident Logging 00:00:56
    35. Incident Categorization 00:01:37
    36. Categorization 00:01:07
    37. Incident Priority 00:01:11
    38. Incident Escalation 00:01:13
    39. Incident Diagnosis 00:01:17
    40. Incident Resolution & Recovery 00:01:13
    41. Incident Closure 00:02:11
    42. Expanded Incident Lifecycle 00:04:20
    43. Incident Management – Roles 00:01:01
    44. Triggers, Inputs & Outputs 00:01:36
    45. Process Relationships 00:01:59
    46. Information 00:01:21
    47. Critical Success Factors 00:02:00
    48. Challenges & Risks 00:03:38
    49. Summary 00:01:26
    50. Lesson: Request Fulfillment 00:00:37
    51. Introduction 00:00:54
    52. Purpose, Goals & Objectives 00:01:00
    53. Scope 00:01:15
    54. Value to the Business 00:01:39
    55. Concepts 00:01:52
    56. Activities of Request Fulfillment 00:01:36
    57. Menu Selection 00:01:27
    58. Financial Approval 00:01:09
    59. Other Approval 00:00:54
    60. Fulfillment 00:00:51
    61. Closure 00:00:39
    62. Triggers, Inputs & Outputs 00:01:12
    63. Process Relationships 00:02:00
    64. Information 00:00:45
    65. Critical Success Factors 00:01:53
    66. Challenges & Risks 00:01:52
    67. Summary 00:00:54
    68. Problem Management 00:00:37
    69. Introduction 00:01:09
    70. Purpose, Goals & Objectives 00:01:18
    71. Scope 00:01:09
    72. Concepts 00:01:28
    73. Value to the Business 00:01:23
    74. Activities of Problem Management 00:02:06
    75. Managing the Problem 00:01:42
    76. Problem Detection 00:01:19
    77. Problem Logging 00:00:57
    78. Problem Categorization 00:00:40
    79. Problem Prioritization 00:01:15
    80. Problem Investigation & Diagnosis 00:01:17
    81. Workarounds 00:01:32
    82. Raising a Known Error Record 00:00:52
    83. Problem Resolution 00:01:03
    84. Problem Closure 00:00:40
    85. Major Problem Review 00:01:07
    86. Development Errors 00:01:32
    87. Problem Analysis Techniques 00:01:22
    88. Managing the Known Error 00:02:23
    89. Triggers, Inputs & Outputs 00:01:59
    90. Relationships 00:02:34
    91. Information 00:01:20
    92. Critical Success Factors 00:03:38
    93. Challenges & Risks 00:03:16
    94. Summary 00:02:21
    95. Access Management 00:00:35
    96. Introduction 00:00:56
    97. Purpose, Goals & Objectives 00:00:58
    98. Scope 00:01:01
    99. Value to the Business 00:01:19
    100. Concepts 00:01:10
    101. Activities of Access Management 00:00:42
    102. Access Request 00:01:17
    103. Access Verification 00:01:07
    104. Provide Rights 00:01:04
    105. Monitor Identity Status 00:01:03
    106. Log & Track Access 00:01:30
    107. Remove or Restrict Rights 00:00:49
    108. Triggers, Inputs & Outputs 00:00:53
    109. Relationships 00:01:57
    110. Information 00:01:00
    111. Critical Success Factors 00:01:28
    112. Challenges & Risks 00:02:11
    113. Summary 00:01:09
    114. Operational Activities of Other Lifecycle Processes 00:00:50
    115. Introduction 00:01:09
    116. Change Management 00:01:34
    117. Service Asset & Configuration Management 00:00:57
    118. Release & Deployment Management 00:00:36
    119. Knowledge Management 00:00:44
    120. Capacity Management 00:01:35
    121. Availability Management 00:01:02
    122. IT Service Continuity Management 00:00:57
    123. Financial Management 00:01:10
    124. Lesson: Service Operation Processes Summary 00:00:10
    125. Service Operation Process Summary 00:02:17
    126. Checkpoint 00:00:15
    127. Section Review 00:01:34
  5. OSA Common Activities
    1. Common Activities 00:00:21
    2. OSA Common Activities 00:00:25
    3. Introduction 00:03:22
    4. Service Operation - Common Activities 00:00:47
    5. Monitoring & Control 00:01:07
    6. Control Loop 00:03:39
    7. OSA's Common Activities 00:00:38
    8. IT Operations 00:00:37
    9. Mainframe Management 00:00:32
    10. Server Management & Support 00:00:52
    11. Network Management 00:00:48
    12. Storage & Archive 00:00:30
    13. Database Management 00:01:28
    14. Directory Services Management 00:01:04
    15. Desktop Support 00:01:10
    16. Middleware Management 00:00:47
    17. Internet/Web Management 00:01:15
    18. Facilities & Datacenter Management 00:01:03
    19. Data Center Strategies 00:01:14
    20. IT Security Management – ISO/IEC Security Standards 00:01:12
    21. Improvement of Operational Activities 00:01:38
    22. Common Activities Summary 00:00:16
    23. Common Activities Summary 00:00:41
    24. Checkpoint 00:00:09
    25. Section Review 00:01:19
  6. Service Operation Functions
    1. Service Desk Function 00:00:29
    2. Service Desk Function (Cont.) 00:00:25
    3. Introduction to Service Operation Functions 00:00:32
    4. Introduction to Service Desk 00:02:26
    5. Service Desk 00:00:19
    6. Service Desk – Role 00:01:30
    7. Service Desk – Objectives 00:01:06
    8. Service Desk – Organizational Structures 00:01:58
    9. Outsourcing Issues 00:01:57
    10. Service Desk – Staffing 00:02:18
    11. Service Desk – Metrics 00:01:35
    12. Technical Management Function 00:00:25
    13. Introduction to Technical Management 00:00:46
    14. Technical Management 00:00:24
    15. Technical Management – Role 00:00:57
    16. Technical Management – Objectives 00:01:12
    17. Generic Technical Management Activities 00:01:13
    18. Technical Management – Organizational Structures 00:00:47
    19. Technical Management – Design, Maintenance & Support 00:01:27
    20. Technical Management – Metrics 00:01:07
    21. Technical Management - Documentation 00:00:53
    22. IT Operations Management 00:00:36
    23. Introduction to IT Service Operations Management 00:00:40
    24. IT Operations 00:00:26
    25. IT Operations – Role 00:01:13
    26. IT Operations – Objectives 00:00:32
    27. IT Operations – Organizational Structures 00:01:09
    28. IT Operations – Metrics 00:00:45
    29. Operations Management - Documentation 00:01:01
    30. Application Management Function 00:00:26
    31. Introduction to Application Management 00:00:40
    32. Application Management 00:00:33
    33. Application Management – Role 00:01:18
    34. Application Management – Objectives 00:01:07
    35. Application Management - Principles 00:01:20
    36. Application Lifecycle 00:02:05
    37. Application Management – Generic Activities 00:02:01
    38. Application Management – Organizational Structures 00:01:25
    39. Application Management – Roles & Responsibilities 00:01:11
    40. Application Management – Metrics 00:01:01
    41. Application Management – Documentation 00:01:29
    42. Service Operation Functions Summary 00:00:09
    43. Service Operation Functions Summary 00:01:40
    44. Checkpoint 00:00:08
    45. Section Review 00:01:50
  7. Organize & Implement
    1. Organizational Structures 00:00:44
    2. Organizational Structures 00:00:26
    3. Organizational Structures (Cont.) 00:00:30
    4. Specialization Based Structures 00:01:22
    5. Activity Based Structures 00:01:27
    6. Process Based Structures 00:01:26
    7. Geography Based Structures 00:01:22
    8. Hybrid Structures 00:01:11
    9. Roles & Responsibilities 00:00:11
    10. Introduction 00:01:29
    11. Generic Roles 00:00:38
    12. Service Owner 00:00:49
    13. Process Owner 00:01:03
    14. Process Manager 00:00:50
    15. Process Practitioner 00:00:58
    16. OSA - Roles 00:00:21
    17. Service Desk 00:01:21
    18. Technical Management 00:00:38
    19. IT Operations 00:00:46
    20. Application Management 00:00:36
    21. Event Management 00:01:43
    22. Incident Management 00:02:04
    23. Request Fulfillment 00:01:09
    24. Problem Management 00:01:20
    25. Access Management 00:00:54
    26. Technology Considerations 00:00:18
    27. Technology Considerations 00:01:19
    28. Service Management Tools 00:00:38
    29. Generic Technology Considerations 00:03:24
    30. Tool Evaluation Criteria 00:01:15
    31. Event Management Desired Features 00:01:52
    32. Incident Management Desired Features 00:01:36
    33. Request Fulfillment Desired Features 00:01:00
    34. Problem Management Desired Features 00:01:18
    35. Access Management Desired Features 00:01:10
    36. Service Desk Desired Features 00:01:41
    37. Implementing OSA 00:01:05
    38. Implementation 00:00:55
    39. Managing Change 00:00:43
    40. Project Management 00:01:13
    41. Assessing & Managing Risk 00:01:15
    42. Involvement in Design & Transition 00:01:59
    43. Planning & Implementing Technology 00:01:17
    44. Challenges, CSFs & Risks 00:01:36
    45. Challenges 00:02:41
    46. Critical Success Factors 00:01:36
    47. Risks 00:01:33
    48. Organize & Implement Summary 00:00:11
    49. Organize & Implement Summary 00:01:03
    50. Checkpoint 00:00:12
    51. Section Review 00:01:40
    52. Course Closure 00:02:42