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Operational Support and Analysis ITIL 2011 Intermediate Capability Handbook

Author AXELOS
Release Date: 2013/11/01
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Book Description

The Operational Support and Analysis (OSA) syllabus, this quick-reference guide will help you as you study for the OSA module of the ITIL Intermediate Capability qualification. Beyond the exam, this handbook is a practical resource that can be used in the workplace.

Table of Contents

  1. Copyright Page
  2. Contents
  3. Acknowledgements
  4. About this guide
  5. 1. Introduction to service management
    1. 1.1. Best practice (SO 2.1.7)
    2. 1.2. The ITIL framework (SO 1.2, 1.4)
    3. 1.3. Service management
    4. 1.4. Processes and functions (SO 2.2.2, 2.2.3)
    5. 1.5. Roles
    6. 1.6. Operational support and analysis within the context of the service lifecycle
  6. 2. Event management
    1. 2.1. Purpose and objectives (SO 4.1.1)
    2. 2.2. Scope (SO 4.1.2)
    3. 2.3. Value to the business and service lifecycle (SO 4.1.3)
    4. 2.4. Policies, principles and basic concepts (SO 4.1.4)
    5. 2.5. Process activities, methods and techniques (SO 4.1.5)
    6. 2.6. Triggers, inputs, outputs and interfaces (SO 4.1.6)
    7. 2.7. Information management (SO 4.1.7)
    8. 2.8. Critical success factors and key performance indicators (SO 4.1.8)
    9. 2.9. Challenges and risks (SO 4.1.9)
    10. 2.10. Roles and responsibilities (SO 6.7.8)
  7. 3. Incident management
    1. 3.1. Purpose and objectives (SO 4.2.1)
    2. 3.2. Scope (SO 4.2.2)
    3. 3.3. Value to the business and service lifecycle (SO 4.2.3)
    4. 3.4. Policies, principles and basic concepts (SO 4.2.4)
    5. 3.5. Process activities, methods and techniques (SO 4.2.5)
    6. 3.6. Triggers, inputs, outputs and interfaces (SO 4.2.6)
    7. 3.7. Information management (SO 4.2.7)
    8. 3.8. Critical success factors and key performance indicators (SO 4.2.8)
    9. 3.9. Challenges and risks (SO 4.2.9)
    10. 3.10. Roles and responsibilities (SO 6.7.5)
  8. 4. Request fulfilment
    1. 4.1. Purpose and objectives (SO 4.3.1)
    2. 4.2. Scope (SO 4.3.2)
    3. 4.3. Value to the business and service lifecycle (SO 4.3.3)
    4. 4.4. Policies, principles and basic concepts (SO 4.3.4)
    5. 4.5. Process activities, methods and techniques (SO 4.3.5)
    6. 4.6. Triggers, inputs, outputs and interfaces (SO 4.3.6)
    7. 4.7. Information management (SO 4.3.7)
    8. 4.8. Critical success factors and key performance indicators (SO 4.3.8)
    9. 4.9. Challenges and risks (SO 4.3.9)
    10. 4.10. Roles and responsibilities (SO 6.7.7)
  9. 5. Problem management
    1. 5.1. Purpose and objectives (SO 4.4.1)
    2. 5.2. Scope (SO 4.4.2)
    3. 5.3. Value to the business and service lifecycle (SO 4.4.3)
    4. 5.4. Policies, principles and basic concepts (SO 4.4.4)
    5. 5.5. Process activities, methods and techniques (SO 4.4.5)
    6. 5.6. Triggers, inputs, outputs and interfaces (SO 4.4.6)
    7. 5.7. Information management (SO 4.4.7)
    8. 5.8. Critical success factors and key performance indicators (SO 4.4.8)
    9. 5.9. Challenges and risks (SO 4.4.9)
    10. 5.10. Roles and responsibilities (SO 6.7.6)
  10. 6. Access management
    1. 6.1. Purpose and objectives (SO 4.5.1)
    2. 6.2. Scope (SO 4.5.2)
    3. 6.3. Value to the business and service lifecycle (SO 4.5.3)
    4. 6.4. Policies, principles and basic concepts (SO 4.5.4)
    5. 6.5. Process activities, methods and techniques (SO 4.5.5)
    6. 6.6. Triggers, inputs, outputs and interfaces (SO 4.5.6)
    7. 6.7. Information management (SO 4.5.7)
    8. 6.8. Critical success factors and key performance indicators (SO 4.5.8)
    9. 6.9. Challenges and risks (SO 4.5.9)
    10. 6.10. Roles and responsibilities (SO 6.7.9)
  11. 7. Service desk
    1. 7.1. Role (SO 6.3.1)
    2. 7.2. Objectives (SO 6.3.2)
    3. 7.3. Organizational structures (SO 6.3.3)
    4. 7.4. Staffing options (SO 6.3.4)
    5. 7.5. Measuring service desk performance (SO 6.3.5)
    6. 7.6. Outsourcing the service desk (SO 6.3.6)
  12. 8. Service operation functions
    1. 8.1. Functions
    2. 8.2. Technical management
    3. 8.3. IT operations management
    4. 8.4. Application management
  13. 9. Technology and implementation
    1. 9.1. Generic requirements for IT service management technology (SO 7.1)
    2. 9.2. Evaluation criteria for technology and tools (SD 7.2)
    3. 9.3. Evaluation criteria for technology and tools for process implementation
    4. 9.4. Practices for process implementation
    5. 9.5. Challenges, critical success factors and risks relating to implementing practices and processes
    6. 9.6. Planning and implementing service management technologies (SO 8.5)
  14. 10. Qualifications
    1. 10.1. Overview
    2. 10.2. Foundation level
    3. 10.3. Intermediate level
    4. 10.4. ITIL Expert
    5. 10.5. ITIL Master
  15. 11. Related guidance (SO Appendix A)
    1. 11.1. ITIL guidance and web services
    2. 11.2. Quality management system
    3. 11.3. Risk management
    4. 11.4. Governance of IT
    5. 11.5. COBIT
    6. 11.6. ISO/IEC 20000 service management series
    7. 11.7. Environmental management and green and sustainable IT
    8. 11.8. ISO standards and publications for IT
    9. 11.9. ITIL and the OSI framework
    10. 11.10. Programme and project management
    11. 11.11. Organizational change
    12. 11.12. Skills Framework for the Information Age
    13. 11.13. Carnegie Mellon: CMMI and eSCM frameworks
    14. 11.14. Balanced scorecard
    15. 11.15. Six Sigma
  16. Further guidance and contact points
  17. Glossary
  18. Back Cover