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Operational Suport and Analysis

As one of the Capability Modules in ITIL®, Operational Support and Analysis (OSA) is one of the primary focuses for an IT service organization. The Service Desk/Help Desk is one of the prime points of contact with customers/end users, and Service Operation is where the services are delivered and supported for your company and your customers. This course helps prepare you to pass the associated Intermediate Level Exam for ITIL® - OSA....
As one of the Capability Modules in ITIL®, Operational Support and Analysis (OSA) is one of the primary focuses for an IT service organization. The Service Desk/Help Desk is one of the prime points of contact with customers/end users, and Service Operation is where the services are delivered and supported for your company and your customers. This course helps prepare you to pass the associated Intermediate Level Exam for ITIL® - OSA.

Recommended Experience
  • ITIL® Foundations Certificate required
  • 2-3 years experience in IT Support and/or ITSM development
  • Understanding of IT Service Management (ITSM)
Recommended Equipment
  • None
Related Certifications
  • ITIL® - Intermediate certificate (OSA)
  • Applies toward the credits necessary for ITIL® - Expert certification
Related Job Functions
  • IT Service Manager
  • IT Help Desk/Service Desk Manager
  • IT Help Desk/Service Desk Personnel
  • Senior Management in an IT Service based organization
Chris Ward has been a CBT Nuggets trainer since 2006 and is an ITIL® - Expert certified trainer with experience in both IT and project management. He holds several IT-based certifications including MCSE: Communications, MCSE: Server Infrastructure, and is a PMP certified project manager.

CBT Nuggets, through EXIN, is an AXELOS Accredited Training Organisation (ATO) for ITIL®

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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1. Operational Support and Analysis: An introduction (7 min)
2. What is OSA? (9 min)
3. Terminology Review (14 min)
4. OSA Processes (10 min)
5. OSA Functions (9 min)
6. OSA and the Service Operation Lifecycle (8 min)
7. OSA Process Integration (8 min)
8. Event Management: Scope and Types of Events (12 min)
9. Event Management: Step by Step (10 min)
10. Event Management: CSFs and KPIs (7 min)
11. Event Management: Purpose, Objectives, Challenges, and Risks (6 min)
12. Incident Management: Purpose and Objectives (10 min)
13. Incident Management: Definitions and Benefits (8 min)
14. Incident Management: Policies and Principles (13 min)
15. Incident Management: Activities (19 min)
16. Incident Management: Roles, Responsibilities, and Interfaces (12 min)
17. Incident Management: CSFs, KPIs, and Challenges (5 min)
18. Problem Management: Purpose and Objectives (7 min)
19. Problem Management: Policies and Benefits (7 min)
20. Problem Management: Techniques (12 min)
21. Problem Management: Activities (10 min)
22. Problem Management: Inputs, Outputs, and Interfaces (11 min)
23. Problem Management: CSFs and KPIs, Challenges, and Risks (8 min)
24. Access Management: Purpose and Policies (9 min)
25. Access Management: Principles and Triggers (10 min)
26. Access Management: Activities (12 min)
27. Access Management: Interfaces and CSFs (10 min)
28. Request Fulfillment: Purpose and Scope (9 min)
29. Request Fulfillment: Policies and Principles (11 min)
30. Request Fulfillment: Activities (8 min)
31. Request Fulfillment: Triggers, Inputs/Outputs, and CSFs/KPIs (8 min)
32. Operational Activities in other Processes: Knowledge Management and Financial Services for IT (9 min)
33. Operational Activities in other Processes: Demand Management (12 min)
34. Operational Activities in other Processes: Capacity Management (10 min)
35. Operational Activities in other Processes: Availability Management (10 min)
36. Operational Activities in other Processes: Change Management (10 min)
37. Operational Activities in other Processes: IT Service Continuity Management (11 min)
38. Operational Activities in other Processes: Release and Deployment Management (13 min)
39. Operational Activities in other Processes: Service Asset and Configuration Management (12 min)
40. Common Service Operations: Activities (11 min)
41. Common Service Operations: Monitoring (11 min)
42. OSA Functions: The Service Desk (15 min)
43. OSA Functions: Service Desk Hiring and Performance Measurement (16 min)
44. OSA Functions: Technical Management and IT Operations Management (8 min)
45. OSA Functions: Application Management Overview (9 min)
46. OSA Functions: Application Management Lifecycle (14 min)
47. OSA Functions: Service Desk and IT Operations Objectives (6 min)
48. OSA Roles and Responsibilities (10 min)
49. OSA and CSI (8 min)
50. Exam Cram: Resources and Tips (11 min)
51. Exam Cram: Sample Question (16 min)
52. Access Management: Value, Challenges, and Risks (7 min)

Operational Support and Analysis: An introduction

00:00:00

Greetings and salutations. My name is Chris Ward from CBT Nuggets and I'm here to lead you on a journey through the ITIL intermediate capability of Operational Support and Analysis, otherwise known as OSA. Congratulations to those of you who had just passed your ITIL foundation certification, and maybe you're now stepping into the intermediate level exams.

00:00:20

Or if you've already passed an intermediate level exam or two, welcome back. I'm excited that you're going to hang out with me as I share with you about improving your service desk, your IT operations management, your facilities management and much, much more.

00:00:33

So let me ask a question. Have you ever taken a CBT Nuggets training course before? If you have, well, welcome back. And if you haven't, get ready. Buckle up, it's going to be a great time. What can I expect in this training series? Well, obviously, most of you are going to be wanting to pass that ITIL OSA exam.

00:00:51

And so we're going to talk to you about what are some of the areas of focus need to be, where you need to be prepared, some things to watch out for. And we'll even give you a sample exam that you can go out and practice and get ready for that intermediate exam for OSA.

00:01:07

We're also going to obviously look at the ITIL framework for operations, things like your service desk and your technical management, like second level support, application management through the life cycle of the applications. We'll also talk about incident management, and problem management, request fulfillment, all the things that you typically will encounter when you do have your service desk.

00:01:30

Plus, I love this. We are going to be talking with some of my friends that are out there in the industry that have some tips on how to maybe make your incident resolution times go down. Maybe your first time contacts be the place that you solve most of your things.

00:01:47

I mean, there's all good type of things and we're going to be talking about and I hope that you have a little bit of fun. One thing that I have found in all the years of doing training both stand up and sit down, and watching the screen and standing in front of people, is that if you are having some fun, you're going to learn a lot more.

00:02:06

Now that doesn't mean that it's going to be a joke a minute but we are going to enjoy ourselves as we go through this series. In all my years of doing CBT Nuggets training people are always asking me, hey do I need anything besides the CBT Nuggets in order to pass the exam, or learn this particular technology.

00:02:22

And typically I say, no, not really. I mean there's always more things out there that you can use. But in this case, I am going to recommend that you do go out and get a copy of the ITIL Service Operation book. Now it looks like this if you get it from the TSO, The Stationary Office from the UK.

00:02:41

The UK government is actually authorized them to give a digital copy. It is obviously a secure copy. Or you can go on out and you can purchase one of these. Now why would I get the ITIL Service Operation book when this is operational support and analysis?

00:02:55

Well remember OSA is a capability module. It takes things from many different places but primarily almost everything that we deal with, event management, incident management, request fulfillment, it's all going to come from this book right here. So make sure that you go out and get a copy of the ITIL Service Operation's book, either electronic-- which is always nice, because you can search on it-- or a hard copy if you're the kind of person likes writing notes, or underlining and highlighting things, which I kind of am.

00:03:24

I'm a tactile kind of guy. And so use that. Now I would also recommend-- I know it's an investment because it's kind of pricey, especially if you have to purchase this on your own and not through your company-- but get all five of the life cycle books-- Service Strategy, Service Design, Service Operation Service Transition, and Continual Service Improvement.

00:03:43

The other thing that you're going to want to utilize are the NuggetLab materials. When I complete this series, and hopefully, maybe by the time you're watching this series, it is fully complete. There will be NuggetLab materials that you can download.

00:03:56

These are the laser like focus on areas that you really, really, really, really, really need to know. Not that you don't need to know all the things that we have in this series-- I'm pretty good at focusing on the things you do need for the exam-- but this is also going to give you stuff that you could just read on your own.

00:04:13

I'm not going to read things for you. You're all very intelligent people. And I don't want to makes it like, let me read this for you. You know how to read. Then we have the ITIL OSA sample paper. I'll show you where you can go get that on AXELOS website, especially if this is your first time utilizing the AXELOS website.

00:04:34

Maybe you got your ITIL foundations by going to a class and doing something a little bit differently. And the final one is so important-- positive attitude. Make sure that you are excited and happy about this. A lot of people go how can I be excited and happy about ITIL?

00:04:52

I am. It's great stuff. Is it the end-all, be-all of everything? No, but it's really cool. And it is going to help you in your environment. So set yourself up on a good schedule. Say, hey every day I'm going to do a couple of Nuggets with Chris. I'm going to maybe read a little bit in my ITIL Service Operation book, studying up on incident management and problem management and things like that.

00:05:15

And then when you get to that time to go take the exam, you're going to do absolutely awesome. As of the recording of this Nugget, this is what the AXELOS website looks like. And of course you just merrily go up here and go to axelos.com and you'll find yourself there.

00:05:31

Make sure that you at least register. Most of you I'm thinking have done so just because of the ITIL Foundations, but you never know. Maybe you didn't. Go ahead and register on this website. It's probably very familiar. Notice I'm already registered in here.

00:05:46

And one of the things you're going to want to do is go to the Qualifications area and again, your mileage may vary on what this looks like nowadays. But it probably is pretty much the same. And you'll notice you have the Service Life Cycle modules and we're going to be in the Service Capability modules, which is going to be OSA-- Operational Support and Analysis.

00:06:05

Once you click on that, here is where you're going to get some of those materials that we were talking about. Now they do have a handbook. Which is really nice that you can buy the book. It's the OSI, it's the official book. You can buy that. You do want to get though, the Service Operation book.

00:06:22

I'm just telling you, you really, really do want to do that. And then this is huge. Download the Operational Support and Analysis syllabus. And when you click on this, it's going to download it here. I already have it. You want to make sure that you do that.

00:06:35

And then go over to the Sample Papers. And this is why you need to register. When you register you get access to this. Otherwise, it'll tell you need to do that. You have to register in order to do that. And so here's the one that you're going to want.

00:06:48

Under the Capability Modules, download the OSA Sample Paper. It is in English. Sorry about that if you do speak a different language as a native language, not English. You can contact them and find out a little bit more about that, as well as when you need to take the exam.

00:07:06

They do have it in different languages. So you should be able to be able to do that So there you have it, folks. That's our introduction. That's Getting Started. And I'm so excited that we are going to spend, over the next, oh I don't know, 40 Nuggets or so, 40 plus Nuggets.

00:07:21

And we are going to study and prepare to take this OSA exam. I hope this has been informative for you and I'd like to thank you for viewing.

What is OSA?

Terminology Review

OSA Processes

OSA Functions

OSA and the Service Operation Lifecycle

OSA Process Integration

Event Management: Scope and Types of Events

Event Management: Step by Step

Event Management: CSFs and KPIs

Event Management: Purpose, Objectives, Challenges, and Risks

Incident Management: Purpose and Objectives

Incident Management: Definitions and Benefits

Incident Management: Policies and Principles

Incident Management: Activities

Incident Management: Roles, Responsibilities, and Interfaces

Incident Management: CSFs, KPIs, and Challenges

Problem Management: Purpose and Objectives

Problem Management: Policies and Benefits

Problem Management: Techniques

Problem Management: Activities

Problem Management: Inputs, Outputs, and Interfaces

Problem Management: CSFs and KPIs, Challenges, and Risks

Access Management: Purpose and Policies

Access Management: Principles and Triggers

Access Management: Activities

Access Management: Interfaces and CSFs

Request Fulfillment: Purpose and Scope

Request Fulfillment: Policies and Principles

Request Fulfillment: Activities

Request Fulfillment: Triggers, Inputs/Outputs, and CSFs/KPIs

Operational Activities in other Processes: Knowledge Management and Financial Services for IT

Operational Activities in other Processes: Demand Management

Operational Activities in other Processes: Capacity Management

Operational Activities in other Processes: Availability Management

Operational Activities in other Processes: Change Management

Operational Activities in other Processes: IT Service Continuity Management

Operational Activities in other Processes: Release and Deployment Management

Operational Activities in other Processes: Service Asset and Configuration Management

Common Service Operations: Activities

Common Service Operations: Monitoring

OSA Functions: The Service Desk

OSA Functions: Service Desk Hiring and Performance Measurement

OSA Functions: Technical Management and IT Operations Management

OSA Functions: Application Management Overview

OSA Functions: Application Management Lifecycle

OSA Functions: Service Desk and IT Operations Objectives

OSA Roles and Responsibilities

OSA and CSI

Exam Cram: Resources and Tips

Exam Cram: Sample Question

Access Management: Value, Challenges, and Risks

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Intermediate 9 hrs 52 videos

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