Overview
Sapphire Global ITIL OSA Training makes you an expert in using ITIL and OSA concepts
ITIL – Intermediate OSA
Sapphire Global ITIL OSA Training makes you an expert in using ITIL and OSA concepts
Course Curriculum
Key features
This course will prepare you to:
- Explain the architecture of the ITIL OSA component
- Configure and use new functionalities in ITIL OSA
ITIL OSA: Introduction and Overview
- Service management as a practice
- The service value proposition
- Optimizing operational service performance
- The role of OSA processes in the lifecycle
- How OSA supports the service lifecycle
Core Service Operation Processes
Demo Content
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
- Analyzing critical success factors to check efficiency
Access management
- Policies, principles and basic concepts
- Managing authorized 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
- Organizational 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
- Establishing the service desk objectives
- Organizational 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
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 practices and processes
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
- Analyzing the function's activities
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
Practice Test and Interview Questions
Demo Content
Course Advisor
Course Advisor
R. Sreenatha Reddy
SAP FICO / FSCM / TRM / FM / S4HANA Functional Consultant
Professional Experience:
15+ years of Industry experience as Accountant, Consultant, Module Lead, worked on various IT Organizations like IBM/TCS/ITC infotech/SAP Labs across the globe.
Specialized in SAP
- SAP FICO – Financial Accounting.
- SAP FSCM – Accounts Receivable
- SAP TRM – Treasury Management
- SAP BCS – Budget Control System
- SAP EC CS – Enterprise Controlling Consolidation System
- BOBJE – Dashboard Enhancement for MIS
Anilkumar bg –
It is a very good course and I’m very impressed the teaching and it’s a good institute to learn
Nishpreet chhabra –
its really worth being part of this institute.. faculty are really good
Santosh kumar Padhi –
It’s very good institute to learn ITIL – Intermediate OSA and other various courses with well experienced teachers…all teachers are kind and helpful to students…
Caroline fernandes –
Good training institute for ITIL – Intermediate OSA😊
Ujjwal tandulkar –
Hi myself shilpa,i have done my ITIL – Intermediate OSA training.Good teaching and providing opportunites.
Mubida rohman –
Its a good place to learn .. teacher and non teaching a staffs are very much efficient.. well mannered to students..
Amritha bhat –
I have done ITIL – Intermediate OSA Course in this institute. My Trainer training was Good. Satisfied with the training.
Aiyappa k m –
Good institute teaching is good .I learn more things good institute
Trishna pandey –
Highly recommended coaching institute for students seeking quality education at reasonable prices and ample learning opportunities . Fastrack learning course is also very useful for students.
Arnab saha –
Sapphire Global institute is good training centre for ITIL – Intermediate OSA and trainers was very good and close to students he teach easy way to learn ITIL – Intermediate OSA thank you Sapphire Global.