Temario

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.