Gogo Training ITIL (2011)-(OSA) Operational Support and Analysis

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Gogo Training ITIL (2011)-(OSA) Operational Support and Analysis
Size: 4.75 GB | Type: Tutorial

ITIL 2011: Operational Support and Analysis – Accredited Training Outline

Module 00: Course Introduction: ITIL 2011: Operational Support and Analysis

Module 01: Exam Tips
Understanding the exam process
Exam questions and grading
Taking the exam
Using the practice exams

Module 02: Service Management as a Practice Part 1
Lifecycle Review
Processes
Definitions
SO/OSA Processes
Service Operation Functions

Module 03: Service Management as a Practice Part 2
Generic Roles
Key Service Management Concepts
RACI Model
Deming's PDCA Model

Module 04: Service Management as a Practice Part 3
Service Design Purpose, Objectives, Scope and Value
Challenges
Metrics
Risks Managing Service Operation
Exam Question Exercise: Sample Exam 2, Question 8
Exam Question Protocols

Module 05: Functions Part 1
Technical Management Objectives
Activities
Roles Description

Module 06: Functions Part 2
IT Operations Management Objectives
Specific Roles
Management Objectives
Organizational Structure

Module 07: Functions Part 3

Application Management Objectives
Activities
Exercise: SO Processes and Functions
Exam Question Exercise: ◦ Sample Exam 1, Question 6
◦ Sample Exam 2, Question 5

Exam Question Review: Sample Exam 2, Question 8

Module 08: Service Desk Part 1
Purpose and Objectives
Type of Service Desks
Staffing

Module 09: Service Desk Part 2

Roles
Metrics
Outsourcing
Exam Question Exercise: Sample Exam 1, Question 1
Exam Question Review: Sample Exam 2, Question 5

Module 10: Request Fulfillment Part 1
Purpose, Objectives and Value
Basic Concepts
Activities
Roles

Module 11: Request Fulfillment Part 2

Triggers and Inputs/Outputs
Metrics
Challenges and Risks
Tools and Technology
Exercise: RF Process Dependencies
Exam Questions ◦ Sample Exam 1, Question 7
◦ Sample Exam 2, Question 2

Module 12: Access Management Part 1
Purpose, Objectives and Value
Basic Concepts
Activities
Roles
Activities

Module 13: Access Management Part 2
Roles
Triggers and Inputs/Outputs Interfaces
Metrics
Challenges and Risks
Tools and Technology
Exercise: Applying Controls with Access Management
Exam Question Exercise: ◦ Sample Exam 1, Question 2
◦ Sample Exam 2, Question 4

Exam Question Review: Sample Exam 2, Question 2

Module 14: Event Management Part 1
Purpose, Objectives, Scope and Value
Basic Concepts
Activities

Module 15: Event Management Part 2
Roles
Triggers and Inputs/Outputs
Interfaces
Information Management
Metrics
Risks
Event Management Design
Exercise: Deploy Event Management
Exam Question Exercise: ◦ Sample Exam 1, Question 4
◦ Sample Exam 2, Question 3

Module 16: Incident Management Part 1
Purpose, Objectives, and Scope
Value to the Business
Basic Concepts
Incident Models
Activities

Module 17: Incident Management Part 2
Roles
Triggers and Inputs/Outputs
Interfaces
Information Management Metrics
Risk
Exam Question Exercise: ◦ Sample Exam 1, Question 8
◦ Sample Exam 2, Question 7

Module 18: Problem Management Part 1
Purpose, Objectives, Scope and Value
Basic Concepts
Activities
Problem Review

Module 19: Problem Management Part 2
Roles
Triggers and Inputs/Outputs
Interfaces
Information Management
Metrics
Risks
Exercise: IM vs. PM
Exam Question Exercise: ◦ Sample Exam 1, Question 3
◦ Sample Exam 2, Question 6

Exam Question Review: Sample Exam 1, Question 8

Module 20: Service Management Technology
Tool Selection Process
Generic Requirements
Exam Question Exercise: ◦ Sample Exam 1, Question 5
◦ Sample Exam 2, Question 1

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