ITILSC-OSA: ITIL Service Capability Operational Support and Analysis

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Prepare for your ITIL examination with our training course. The ITILSC-OSA course contains a complete batch of videos that will provide you with profound and thorough knowledge related to ITIL certification exam. Pass the ITIL ITILSC-OSA test with flying colors.
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Curriculum For This Course
  • 1. Introduction to Operational Support & Analysis 26s
  • 2. Service Operation 19s
  • 3. SO & the Service Lifecycle 52s
  • 4. Managing Across the Lifecycle 3m 27s
  • 5. Purpose, Goals & Objectives of Service Operation 52s
  • 6. Scope of Service Operation 1m 55s
  • 7. Value of Service Operation 1m 38s
  • 8. Principles of OSA 48s
  • 9. Fundamentals of Service Operation 3m 14s
  • 10. The Principle of Service Operation 2m 15s
  • 11. Achieving Balance in Service Operation 2m 39s
  • 12. Balancing Stability & Responsiveness 2m 33s
  • 13. Balancing QoS & CoS 1m 9s
  • 14. Balancing Reactive & Proactive 1m 59s
  • 15. Providing Service 2m 22s
  • 16. SO & Other Lifecycle Stages 2m 16s
  • 17. OSA Summary 9s
  • 18. Checkpoint 9s
  • 19. Section Review 1m 6s
  • 1. Introduction to Service Operation Processes 32s
  • 2. Event Management 31s
  • 3. The Service Operation Model 4m 31s
  • 4. The Processes of Service Operation 1m 5s
  • 5. Introduction 1m 16s
  • 6. Purpose, Goals & Objectives 1m 42s
  • 7. Scope 52s
  • 8. Value to the Business 1m 58s
  • 9. Concepts 2m 20s
  • 10. Activities of Event Management 41s
  • 11. Event Occurrence & Notification 3m 24s
  • 12. Event Detection & Filtering 1m 8s
  • 13. Event Significance & Correlation 2m 9s
  • 14. Event Response Trigger & Selection 1m 10s
  • 15. Event Review & Closure 1m 25s
  • 16. Designing for Event Management 1m 15s
  • 17. Instrumentation 1m 41s
  • 18. Error Messaging 1m 7s
  • 19. Event Detection & Alert Mechanisms 1m 30s
  • 20. Identification of Thresholds 1m 6s
  • 21. Triggers, Inputs & Outputs 2m 13s
  • 22. Process Relationships 2m 16s
  • 23. Information 1m 18s
  • 24. Critical Success Factors 3m 6s
  • 25. Challenges & Risks 3m 6s
  • 26. Summary 1m 55s
  • 27. Incident Management 34s
  • 28. Activities of Incident Management 22s
  • 29. Incident Logging 56s
  • 30. Incident Categorization 1m 36s
  • 31. Categorization 1m 7s
  • 32. Incident Priority 1m 10s
  • 33. Incident Escalation 1m 13s
  • 34. Incident Diagnosis 1m 16s
  • 35. Incident Resolution & Recovery 1m 13s
  • 36. Incident Closure 2m 11s
  • 37. Expanded Incident Lifecycle 4m 20s
  • 38. Incident Management – Roles 1m 1s
  • 39. Lesson: Request Fulfillment 36s
  • 40. Activities of Request Fulfillment 1m 36s
  • 41. Menu Selection 1m 27s
  • 42. Financial Approval 1m 9s
  • 43. Other Approval 54s
  • 44. Fulfillment 51s
  • 45. Closure 39s
  • 46. Problem Management 36s
  • 47. Activities of Problem Management 2m 6s
  • 48. Managing the Problem 1m 42s
  • 49. Problem Detection 1m 19s
  • 50. Problem Logging 56s
  • 51. Problem Categorization 40s
  • 52. Problem Prioritization 1m 15s
  • 53. Problem Investigation & Diagnosis 1m 16s
  • 54. Workarounds 1m 31s
  • 55. Raising a Known Error Record 52s
  • 56. Problem Resolution 1m 3s
  • 57. Problem Closure 40s
  • 58. Major Problem Review 1m 7s
  • 59. Development Errors 1m 32s
  • 60. Problem Analysis Techniques 1m 21s
  • 61. Managing the Known Error 2m 23s
  • 62. Relationships 2m 34s
  • 63. Access Management 35s
  • 64. Activities of Access Management 42s
  • 65. Access Request 1m 17s
  • 66. Access Verification 1m 6s
  • 67. Provide Rights 1m 4s
  • 68. Monitor Identity Status 1m 3s
  • 69. Log & Track Access 1m 29s
  • 70. Remove or Restrict Rights 48s
  • 71. Operational Activities of Other Lifecycle Processes 49s
  • 72. Change Management 1m 33s
  • 73. Service Asset & Configuration Management 56s
  • 74. Release & Deployment Management 36s
  • 75. Knowledge Management 44s
  • 76. Capacity Management 1m 34s
  • 77. Availability Management 1m 2s
  • 78. IT Service Continuity Management 57s
  • 79. Financial Management 1m 10s
  • 80. Lesson: Service Operation Processes Summary 9s
  • 81. Service Operation Process Summary 2m 16s
  • 82. Checkpoint 14s
  • 83. Section Review 1m 34s
  • 1. Common Activities 20s
  • 2. OSA Common Activities 24s
  • 3. Introduction 3m 22s
  • 4. Service Operation - Common Activities 47s
  • 5. Monitoring & Control 1m 7s
  • 6. Control Loop 3m 38s
  • 7. OSA's Common Activities 38s
  • 8. IT Operations 37s
  • 9. Mainframe Management 32s
  • 10. Server Management & Support 52s
  • 11. Network Management 48s
  • 12. Storage & Archive 30s
  • 13. Database Management 1m 28s
  • 14. Directory Services Management 1m 3s
  • 15. Desktop Support 1m 10s
  • 16. Middleware Management 46s
  • 17. Internet/Web Management 1m 14s
  • 18. Facilities & Datacenter Management 1m 3s
  • 19. Data Center Strategies 1m 14s
  • 20. IT Security Management – ISO/IEC Security Standards 1m 12s
  • 21. Improvement of Operational Activities 1m 38s
  • 22. Common Activities Summary 16s
  • 23. Checkpoint 8s
  • 24. Section Review 1m 18s
  • 1. Service Desk Function 28s
  • 2. Service Desk Function (Cont.) 24s
  • 3. Introduction to Service Operation Functions 32s
  • 4. Introduction to Service Desk 2m 25s
  • 5. Service Desk 18s
  • 6. Service Desk – Role 1m 29s
  • 7. Service Desk – Objectives 1m 6s
  • 8. Service Desk – Organizational Structures 1m 58s
  • 9. Outsourcing Issues 1m 57s
  • 10. Service Desk – Staffing 2m 18s
  • 11. Service Desk – Metrics 1m 35s
  • 12. Technical Management Function 25s
  • 13. Introduction to Technical Management 46s
  • 14. Technical Management 24s
  • 15. Technical Management – Role 57s
  • 16. Technical Management – Objectives 1m 12s
  • 17. Generic Technical Management Activities 1m 12s
  • 18. Technical Management – Organizational Structures 47s
  • 19. Technical Management – Design, Maintenance & Support 1m 27s
  • 20. Technical Management – Metrics 1m 6s
  • 21. Technical Management - Documentation 53s
  • 22. IT Operations Management 36s
  • 23. Introduction to IT Service Operations Management 40s
  • 24. IT Operations 25s
  • 25. IT Operations – Role 1m 13s
  • 26. IT Operations – Objectives 32s
  • 27. IT Operations – Organizational Structures 1m 9s
  • 28. IT Operations – Metrics 44s
  • 29. Operations Management - Documentation 1m
  • 30. Application Management Function 25s
  • 31. Introduction to Application Management 40s
  • 32. Application Management 33s
  • 33. Application Management – Role 1m 17s
  • 34. Application Management – Objectives 1m 7s
  • 35. Application Management - Principles 1m 20s
  • 36. Application Lifecycle 2m 5s
  • 37. Application Management – Generic Activities 2m 1s
  • 38. Application Management – Organizational Structures 1m 25s
  • 39. Application Management – Roles & Responsibilities 1m 10s
  • 40. Application Management – Metrics 1m 1s
  • 41. Application Management – Documentation 1m 29s
  • 42. Service Operation Functions Summary 8s
  • 43. Checkpoint 8s
  • 44. Section Review 1m 50s
  • 1. Organizational Structures 44s
  • 2. Organizational Structures (Cont.) 30s
  • 3. Specialization Based Structures 1m 22s
  • 4. Activity Based Structures 1m 27s
  • 5. Process Based Structures 1m 25s
  • 6. Geography Based Structures 1m 22s
  • 7. Hybrid Structures 1m 11s
  • 8. Roles & Responsibilities 11s
  • 9. Introduction 1m 29s
  • 10. Generic Roles 38s
  • 11. Service Owner 49s
  • 12. Process Owner 1m 3s
  • 13. Process Manager 50s
  • 14. Process Practitioner 57s
  • 15. OSA - Roles 21s
  • 16. Service Desk 1m 20s
  • 17. Technical Management 38s
  • 18. IT Operations 45s
  • 19. Application Management 36s
  • 20. Event Management 1m 42s
  • 21. Incident Management 2m 4s
  • 22. Request Fulfillment 1m 8s
  • 23. Problem Management 1m 20s
  • 24. Access Management 54s
  • 25. Technology Considerations 18s
  • 26. Service Management Tools 38s
  • 27. Generic Technology Considerations 3m 23s
  • 28. Tool Evaluation Criteria 1m 14s
  • 29. Event Management Desired Features 1m 51s
  • 30. Incident Management Desired Features 1m 36s
  • 31. Request Fulfillment Desired Features 1m
  • 32. Problem Management Desired Features 1m 18s
  • 33. Access Management Desired Features 1m 10s
  • 34. Service Desk Desired Features 1m 40s
  • 35. Implementing OSA 1m 5s
  • 36. Implementation 55s
  • 37. Managing Change 43s
  • 38. Project Management 1m 13s
  • 39. Assessing & Managing Risk 1m 15s
  • 40. Involvement in Design & Transition 1m 59s
  • 41. Planning & Implementing Technology 1m 17s
  • 42. Challenges, CSFs & Risks 1m 36s
  • 43. Challenges 2m 40s
  • 44. Critical Success Factors 1m 36s
  • 45. Risks 1m 33s
  • 46. Organize & Implement Summary 10s
  • 47. Checkpoint 12s
  • 48. Section Review 1m 40s
  • 49. Course Closure 2m 42s

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