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ITIL® V3 Capability Certificate in Operational Support and Analysis (ITIL3COSA)

Detailed Course Outline

ITILCOSA: Introduction and Overview

  • Service management as a practise
  • The service value proposition
  • Optimising operational service performance
  • The role of OSA processes in the lifecycle
  • How OSA supports the service lifecycle

Core Service Operation Processes

  • Event management
    • The purpose, goal and objectives of event management
    • Triggers, inputs, outputs and the process interfaces
    • Using critical success factors to check effectiveness
    • Employing active and passive monitoring tools
  • Incident management
    • Managing the incident lifecycle
    • Identifying process activities, methods and techniques and how they relate to the service lifecycle
    • Interaction with design services
    • Incident management involvement
  • Request fulfillment
    • Scope of the processes
    • The policies, principles and the request model concept
    • Dealing with service requests from users
    • How KPIs can verify effectiveness and efficiency of the request fulfillment process
  • Problem management
    • The objectives of the problem management process
    • Managing the lifecycle of problems
    • Value to the business and the service lifecycle
    • Identifying triggers, input and output to other processes
    • Analysing critical success factors to check efficiency
  • Access management
    • Policies, principles and basic concepts
    • Managing authorised user access
    • Distinguishing access management and information management
    • Executing security and availability management policies
    • Challenges and critical success factors
    • Verifying effectiveness and efficiency

Service Desk

  • Establishing the service desk objectives
  • Organisational structures and staffing options
  • Providing a single point of contact
  • Measuring effectiveness and efficiency
  • Impact of service desk on customer perception
  • Reasons and options for outsourcing the service desk

Service Operation Functions

  • Functions of technical management, IT operations management and application management
  • How the functions contribute to OSA
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analysing the function's activities

Technology Considerations

  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing service management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practises and processes

Implementation Considerations

  • Managing change in service operation
  • Examining implementation aspects of service operation and project management
  • Assessing and managing risk in service operation
  • Operational staff considerations in service design and transition
  • How to plan and implement service management technologies