IT Infrastructure Library

ITIL® V3 OSA: Introduction to Event Management

Length: 3.5 hours

Description: This course provides an introduction to Event Management, including its goals and scope, and how Event Management processes interact with other processes in the ITIL® V3 Service Lifecycle. The course also covers the specific components of Event Management including triggers and interfaces, and the detailed steps of Event Management. Finally, the course explores the metrics, challenges and risks of Event Management, and the specific areas to consider when designing it.

ITIL® V3 OSA: Function Activities

Length: 1.5 hours

Description: This course covers the high level and low level roles of the Application Management function within the organization, and the objectives of Application Management. This course also details both the generic and specific activities that are part of the Application Management function.

ITIL® V3 OSA: Incident Management Interactions

Length: 3 hours

Description: This practical course shows you how to maintain an accounting system and perform closing activities in three lessons, "Special Journals," "Subsidiary Ledgers," and "Closing Activities."

ITIL® V3 OSA: Introduction to Access Management

Length: 3 hours

Description: This course covers the purpose, scope, and value of Access Management to the organization. This course also details the steps in the process for managing access, including requesting access, verification, providing rights, monitoring, logging and tracking, and removing and restricting rights where necessary. Finally, the course covers the metrics used to check the efficiency and effectiveness of an organization's Access Management process, and critical success factors to ensure success.

ITIL® V3 OSA: Introduction to Functions

Length: 2.5 hours

Description: This course covers the Technical Management function, including its role, objectives, and activities. The course also covers the role and objectives of the IT Operations Management function, and the documentation created and used in this function such as Standard Operating Procedures, Operations Logs, Shift Schedules and Reports, and Operations Schedules.

ITIL® V3 OSA: Introduction to Incident Management

Length: 2.5 hours

Description: This course introduces the goal and scope of Incident Management. Specifically, the course covers the purpose of Incident Management, as well as the value Incident Management provides to the overall organization. In addition, the course covers the elements to consider when managing incidents, including timescales, incident models, and major incidents.

ITIL® V3 OSA: Introduction to Operational Support and Analysis

Length: 2.5 hours

Description: This course provides an introduction to operational support and analysis. Specifically, the course covers the fundamentals of the ITIL® V3 service operation core area, and how the processes and functions of service operation work within and support the overall service lifecycle. This course also explains the concept of service, the importance of service management, and the benefits of managing service delivery across the organization.

ITIL® V3 OSA: Introduction to Problem Management

Length: 2.5 hours

Description: This course covers the purpose and scope of Problem Management, its value to the organization, and specifically the value and use of problem models in Problem Management. This course also provides a detailed view of the Problem Management process, including using tools like Ishikawa diagrams and Pareto Analysis, to investigate and diagnose specific problems.

ITIL® V3 OSA: Introduction to Request Fulfillment

Length: 2 hours

Description: This course provides an introduction to Request Fulfillment. Specifically, the course covers the purpose, scope, and benefits of Request Fulfillment to the organization. This course also covers the importance of Request Models, and the activities of Request Fulfillment including menu selection, financial and other approval, fulfillment, and closure.

ITIL® V3 OSA: Introduction to the Service Desk

Length: 2 hours

Description: This course covers the importance and benefits of the Service Desk in an IT service delivery organization, as well as the objectives and responsibilities Service Desks strive to deliver. This course also covers the different Service Desk organizational structures, such as local, centralized, and virtual, and also explores the different considerations, such as the environment that must be addressed when setting up and maintaining a Service Desk. Finally, the course covers the key considerations when staffing a Service Desk such as different roles necessary, skill levels, training considerations, and staff retention.

ITIL® V3 OSA: Problem Management Process Interfaces and Challenges

Length: 2.5 hours

Description: This course details the components of Problem Management, including triggers such as staff, suppliers, and testing. This course also covers the interfaces of Problem Management with other processes across the Service Life Cycle and the specific information systems used in Problem Management. Finally the course details how metrics can be used to evaluate the efficiency of Problem Management processes and the critical success factors necessary for ensuring successful operations in Problem Management.

ITIL® V3 OSA: Request Fulfillment Process Interfaces and Challenges

Length: 2.5 hours

Description: This course covers the components of request fulfillment, including triggers, interfaces, and necessary information for adequately addressing common requests. The course also explores the different metrics that can be used for properly assessing the performance of your organization's request fulfillment processes. Finally, challenges and risks are covered, along with critical success factors that, if implemented in your processes, can lead to successful request fulfillment in your organization.

ITIL® V3 OSA: Service Desk Metrics and Outsourcing

Length: 2.5 hours

Description: This course covers the purpose and importance of using metrics to evaluate the performance of a Service Desk, including metrics like average turnaround times and resolution rates. This course also details the different types of user satisfaction surveys that can be used to assess customer and user perceptions of Service Desk operations. Finally, the specific considerations that must be addressed when the choice is made to outsource the Service Desk, including common tools and processes, SLA targets, good communications, and ownership of data are covered.

ITIL® V3 OSA: Technology and Implementation Considerations

Length: 2.5 hours

Description: This course covers the technology considerations when implementing Service Management process capabilities, including the generic tool requirements and how to properly evaluate tools for consideration. This course also covers implementation considerations, including best practices in Project, Risk and Staff Management, as well as challenges, risks, and critical success factors to address during implementation.

TestPrep ITIL V3 Operational Support and Analysis

Length: 1.5 hours

Description: To test your knowledge on the skills and competencies being measured by the vendor certification exam. TestPrep can be taken in either Study or Certification mode. Study mode is designed to maximize learning by not only testing your knowledge of the material, but also by providing additional information on the topics presented. Certification mode is designed to test your knowledge of the material within a structured testing environment, providing valuable feedback at the end of the test.