ITIL - Operational Support and Analysis

Chapter 1: Introduction

The value to the business of OSA activities

The context of OSA activities within the service lifecycle

How OSA activities support the service lifecycle

Optimizing service operation performance

Chapter 2: Event Management

The purpose and objectives of the event management process

The scope of the event management process

The value to business and to the service lifecycle

The policies, principles and basic concepts of event management

Designing for event management

Use of event rule sets and correlation engines

The process activities, methods and techniques that enable this process and how it relates to the service lifecycle

The triggers, inputs and outputs, and interfaces

Information management within the event management process

How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the event management process

The challenges and risks associated with the event management process

Chapter 3: Incident Management

The purpose and objectives of the incident management process

The scope of the incident management process

The value to business and to the service lifecycle

The policies, principles and basic concepts of incident management

The process activities, methods and techniques and how they relate to the service lifecycle

The triggers, inputs and outputs and the interfaces

Information management within the incident management process

How critical success factors and key performance indicators can be used to check the effectiveness and efficiency of the incident management process

The challenges and risks associated with the incident management process

Chapter 4: Request fulfillment

The purpose and objectives of the request fulfillment process

The scope of the request fulfillment process

The value to business and to the service lifecycle

The policies and principles of request fulfilment and the request model concept

The process activities, methods and techniques and how they relate to the service lifecycle

The triggers, inputs and outputs and interfaces

Information management within the request fulfillment process

How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the request fulfillment process

The challenges and risks associated with the request fulfillment process

Chapter 5: Problem management

The purpose and objectives of the problem management process

The scope of the problem management process

The value to business and service lifecycle

The policies, principles and basic concepts of problem management and the problem model concept

Problem Analysis techniques and error detection in development environments

The process activities, methods and techniques and how they relate to the service lifecycle

The triggers, inputs and outputs, and interfaces

Information management within the problem management process

How critical success factors and key performance indicators can be used to check efficiency of the problem management process

The challenges and risks associated with the problem management process

Chapter 6: Access Management

The purpose and objectives of the access management process

The scope of the access management process

The value to business and service lifecycle

The policies, principles and basic concepts of access management

The process activities, methods and techniques and how they relate to the service lifecycle

The triggers, inputs and outputs, and interfaces

Information management within the access management process

How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the access management process

The challenges and risks associated with the access management process

Chapter 7: The service desk

The purpose and role of service desk

The service desk objectives

Different service desk organization structures

Different service desk staffing options

Measuring service desk performance

Issues and safeguards to consider when outsourcing the service desk

Chapter 8: Common OSA functions and roles

The roles within each function

The roles within each OSA process

The objectives of each function

The activities of each function

Chapter 9: Technology and implementation considerations

The generic requirements for technology to support process capability

The evaluation criteria for technology and tools for process implementation

Project, risk and staffing practices for process implementation

The challenges, risks and CSFs related to implementing practices and processes

How to plan and implement service management technologies


ITIL Operational Support and Analysis focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management. OSA also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or program can provide the high quality and cost effective IT services that are required to meet organizational needs.

ITIL - Operational Support and Analysis

  • Product Code: IOSA-R10-
  • Availability: In Stock
  • $225.00

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Tags: ITIL, IT, infrastructure, library, information, service, management, strategy, transition, operation, OSA, analysis, capability, work, stream