ITIL is a framework for IT service management designed to help organizations improve their ability to deliver value from information technology. It provides:
- A comprehensive understanding of planning.
- Maintaining an IT service management system.
The intermediate level of certification in this program is intended for professionals who are well versed in the basic concepts and terminology of ITIL but who need more experience before taking the advanced level exam. This course is designed to help you develop your skills in managing services through practical, real-world exercises.
The Operation, Support, and Analysis
The definition of operational support and analysis is the identification, measurement, monitoring, evaluation, improvement, or control of resources within an organization to ensure that they are used in a way that achieves the organization's objectives. Operational Support and Analysis is a service that assists with analyzing data collected from various sources such as error logs, system performance data, network monitoring tools, or other similar information. This service aims to identify potential problems before they become significant issues for your business. Here are the two major areas covered in the sections of the course:
- Service Capability: Service capability is essential in the customer service industry because it means that the company has the resources to meet its customers' needs. It should clearly show what you can do for a customer and how you will solve their problem.
- Service Lifecycle: Service lifecycle management is the process of managing services throughout their life cycle. The goal of service lifecycle management is to ensure that services are designed and developed in such a way as to provide maximum benefit for the customer while ensuring operational efficiency, cost-effectiveness, and minimal risk.
Objectives of This Course
After completing the course, you will be competent in the following areas:
- Risks, challenges, Key performance indicators, critical success factors associated with OSA.
- How valuable OSA is to the business.
- How to manage both internal and external stakeholders and how to plan for change.
- Learn about the different aspects of service management, including managing change and continual improvement. You will also understand how all these elements can work together as part of a strategic approach for delivering services.
Levels of ITIL Certification
- Foundation level: The foundation level is the first step in the five-level structure of ITIL; it focuses on delivering value to customers and ensuring customer satisfaction through improved availability, reliability, performance, security, and support.
- Intermediate level: This second level of ITIL certification covers several spanning two more areas: Service lifecycle and service capability. It focuses on helping candidates develop skills to successfully plan, implement, operate and improve services in a technical environment.
- ITIL Expert: This level of certification aims to provide the advanced knowledge of ITIL to understand ITIL in a detailed manner.
- ITIL Master: The master level certification is the topmost level of accreditation in the ITIL scheme. It validates the candidates' abilities to implement ITIL principles, methods in the real world. It requires five years of working experience in higher managerial roles in IT service management.
Components of ITIL intermediate OSA Certification
- Event Management: Event management is a process that monitors and manages all the events with the help of IT infrastructure. It permits the normal functioning of events and escalates certain extreme circumstances.
- Incident Management: Incident management is a process that needs to be in place for any IT company. Incident management aims to help the company restore services as quickly and efficiently as possible when something goes wrong with its technology. Incident Management can also include managing risks, vulnerabilities, and threats of data breaches.
- Request Fulfillment: Request fulfillment is a process that can help companies get the supplies they need to be successful. Request fulfillment providers offer products and services that enable businesses to operate more efficiently by managing their supply chain.
- Problem Management: Problem management is a process that helps make sure you are solving the correct problems. It includes identifying, diagnosing, and resolving issues in your environment.
- Access Management: Access management is a system that allows you to control who can and cannot access your content. It prevents unauthorized users from having read or write permissions while also giving them easy access to what they need.
- Service Desk: The service desk is the first point of contact for customers. The service desk should be well organized and equipped to answer questions promptly, help customers find the information they need, and provide solutions when appropriate.
ITIL intermediate OSA job roles
- Service Delivery Manager: A Service Delivery Manager is responsible for the overall delivery of services within an organization. They are in charge of everything from customer service to IT, managing employees.
- Configuration Manager: A Configuration Manager is responsible for managing and maintaining the company's systems. They will ensure that all computers, servers, and other devices are updated with the latest software patches and updates. When a new device is added to the network, they will install all of the appropriate software onto it so that employees can use it. The Configuration Manager may also be in charge of creating disaster recovery plans or ensuring data security measures are taken on every device throughout your company.
- Configuration Management Officer: Configuration Management Officers, oversee the configuration, control, and change management of their organization's environment. There are many different tasks that Configuration Management Officers perform daily. These might include reviewing requests for changes to an IT infrastructure or system, implementing new features, helping users develop solutions for problems they encounter and validating configurations against standards set forth by corporate policies.