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ITILSC-OSA: ITIL Service Capability Operational Support and Analysis

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4.5 84 votes 141 students enrolled

Total Lectures: 286

Course Time: 06:05:28

Curriculum For This Course

Introduction to Operational Support & Analysis

20 Lectures

Time 00:31:18

Service Operation Processes

127 Lectures

Time 03:02:32

OSA Common Activities

25 Lectures

Time 00:26:44

Service Operation Functions

Service Operation Processes

	1. Introduction to Service Operation Processes	0:32
	2. Event Management	0:31
	3. The Service Operation Model	4:31
	4. The Processes of Service Operation	1:05
	5. Introduction	1:16
	6. Purpose, Goals & Objectives	1:42
	7. Scope	0:52
	8. Value to the Business	1:58
	9. Concepts	2:20
	10. Activities of Event Management	0:41
	11. Event Occurrence & Notification	3:24
	12. Event Detection & Filtering	1:08
	13. Event Significance & Correlation	2:09
	14. Event Response Trigger & Selection	1:10
	15. Event Review & Closure	1:25
	16. Designing for Event Management	1:15
	17. Instrumentation	1:41
	18. Error Messaging	1:06
	19. Event Detection & Alert Mechanisms	1:30
	20. Identification of Thresholds	1:05
	21. Triggers, Inputs & Outputs	2:13
	22. Process Relationships	2:16
	23. Information	1:18
	24. Critical Success Factors	3:06
	25. Challenges & Risks	3:06
	26. Summary	1:55
	27. Incident Management	0:34
	28. Introduction	1:14
	29. Purpose, Goals & Objectives	1:21
	30. Scope	0:38
	31. Value to the Business	1:46
	32. Concepts	2:25
	33. Activities of Incident Management	0:22
	34. Incident Logging	0:56
	35. Incident Categorization	1:36
	36. Categorization	1:06
	37. Incident Priority	1:10
	38. Incident Escalation	1:13
	39. Incident Diagnosis	1:16
	40. Incident Resolution & Recovery	1:13
	41. Incident Closure	2:11
	42. Expanded Incident Lifecycle	4:20
	43. Incident Management – Roles	1:01
	44. Triggers, Inputs & Outputs	1:36
	45. Process Relationships	1:59
	46. Information	1:21
	47. Critical Success Factors	2:00
	48. Challenges & Risks	3:38
	49. Summary	1:26
	50. Lesson: Request Fulfillment	0:36
	51. Introduction	0:53
	52. Purpose, Goals & Objectives	1:00
	53. Scope	1:14
	54. Value to the Business	1:38
	55. Concepts	1:51
	56. Activities of Request Fulfillment	1:35
	57. Menu Selection	1:27
	58. Financial Approval	1:09
	59. Other Approval	0:54
	60. Fulfillment	0:50
	61. Closure	0:39
	62. Triggers, Inputs & Outputs	1:12
	63. Process Relationships	2:00
	64. Information	0:45
	65. Critical Success Factors	1:53
	66. Challenges & Risks	1:52
	67. Summary	0:53
	68. Problem Management	0:36
	69. Introduction	1:08
	70. Purpose, Goals & Objectives	1:17
	71. Scope	1:09
	72. Concepts	1:27
	73. Value to the Business	1:23
	74. Activities of Problem Management	2:06
	75. Managing the Problem	1:42
	76. Problem Detection	1:19
	77. Problem Logging	0:56
	78. Problem Categorization	0:40
	79. Problem Prioritization	1:15
	80. Problem Investigation & Diagnosis	1:16
	81. Workarounds	1:31
	82. Raising a Known Error Record	0:52
	83. Problem Resolution	1:03
	84. Problem Closure	0:40
	85. Major Problem Review	1:07
	86. Development Errors	1:32
	87. Problem Analysis Techniques	1:21
	88. Managing the Known Error	2:23
	89. Triggers, Inputs & Outputs	1:59
	90. Relationships	2:34
	91. Information	1:19
	92. Critical Success Factors	3:38
	93. Challenges & Risks	3:15
	94. Summary	2:20
	95. Access Management	0:35
	96. Introduction	0:56
	97. Purpose, Goals & Objectives	0:58
	98. Scope	1:00
	99. Value to the Business	1:19
	100. Concepts	1:10
	101. Activities of Access Management	0:42
	102. Access Request	1:17
	103. Access Verification	1:06
	104. Provide Rights	1:04
	105. Monitor Identity Status	1:03
	106. Log & Track Access	1:29
	107. Remove or Restrict Rights	0:48
	108. Triggers, Inputs & Outputs	0:53
	109. Relationships	1:56
	110. Information	1:00
	111. Critical Success Factors	1:28
	112. Challenges & Risks	2:11
	113. Summary	1:09
	114. Operational Activities of Other Lifecycle Processes	0:49
	115. Introduction	1:08
	116. Change Management	1:33
	117. Service Asset & Configuration Management	0:56
	118. Release & Deployment Management	0:36
	119. Knowledge Management	0:44
	120. Capacity Management	1:34
	121. Availability Management	1:02
	122. IT Service Continuity Management	0:57
	123. Financial Management	1:10
	124. Lesson: Service Operation Processes Summary	0:09
	125. Service Operation Process Summary	2:16
	126. Checkpoint	0:14
	127. Section Review	1:34

Free ITILSC-OSA Exam Questions & ITIL ITILSC-OSA Dumps

File	Votes	Size	Last comment
itil.osa.test-king.itilsc-osa.v2018-09-15.by.ximena.10q.vce	2	1020.81 KB
itil.braindumps.itilsc-osa.v2018-03-30.by.brandon.26q.vce	1	2.07 MB

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	1. Course Introduction	0:32
	2. Course Organization	0:22
	3. Welcome to the Course!	0:33
	4. Mentoring Community Introductions	0:45
	5. Why Are You Here?	0:47
	6. Using Bloom’s Taxonomy	1:10
	7. What do you Expect?	0:37
	8. Housekeeping in the Online Classroom	1:03
	9. Course Conventions & Agenda	0:08
	10. Conventions Used	0:54
	11. Quizzes & Exercises	0:44
	12. ITIL Qualification Scheme	0:47
	13. ITIL Capability Exam	1:08
	14. Getting Started in an Online Classroom	2:26
	15. Section Review	0:23

	1. Introduction to Operational Support & Analysis	0:26
	2. Service Operation	0:19
	3. SO & the Service Lifecycle	0:52
	4. Managing Across the Lifecycle	3:27
	5. Purpose, Goals & Objectives of Service Operation	0:52
	6. Scope of Service Operation	1:55
	7. Value of Service Operation	1:38
	8. Principles of OSA	0:48
	9. Fundamentals of Service Operation	3:14
	10. The Principle of Service Operation	2:15
	11. Achieving Balance in Service Operation	2:39
	12. Balancing Stability & Responsiveness	2:33
	13. Balancing QoS & CoS	1:09
	14. Balancing Reactive & Proactive	1:59
	15. Providing Service	2:22
	16. SO & Other Lifecycle Stages	2:15
	17. OSA Summary	0:09
	18. OSA Summary	1:11
	19. Checkpoint	0:09
	20. Section Review	1:06

	1. Common Activities	0:20
	2. OSA Common Activities	0:24
	3. Introduction	3:22
	4. Service Operation - Common Activities	0:47
	5. Monitoring & Control	1:06
	6. Control Loop	3:38
	7. OSA's Common Activities	0:38
	8. IT Operations	0:37
	9. Mainframe Management	0:32
	10. Server Management & Support	0:52
	11. Network Management	0:48
	12. Storage & Archive	0:30
	13. Database Management	1:28
	14. Directory Services Management	1:03
	15. Desktop Support	1:10
	16. Middleware Management	0:46
	17. Internet/Web Management	1:14
	18. Facilities & Datacenter Management	1:03
	19. Data Center Strategies	1:14
	20. IT Security Management – ISO/IEC Security Standards	1:11
	21. Improvement of Operational Activities	1:38
	22. Common Activities Summary	0:16
	23. Common Activities Summary	0:41
	24. Checkpoint	0:08
	25. Section Review	1:18

	1. Service Desk Function	0:28
	2. Service Desk Function (Cont.)	0:24
	3. Introduction to Service Operation Functions	0:32
	4. Introduction to Service Desk	2:25
	5. Service Desk	0:18
	6. Service Desk – Role	1:29
	7. Service Desk – Objectives	1:06
	8. Service Desk – Organizational Structures	1:58
	9. Outsourcing Issues	1:57
	10. Service Desk – Staffing	2:18
	11. Service Desk – Metrics	1:35
	12. Technical Management Function	0:25
	13. Introduction to Technical Management	0:46
	14. Technical Management	0:24
	15. Technical Management – Role	0:57
	16. Technical Management – Objectives	1:11
	17. Generic Technical Management Activities	1:12
	18. Technical Management – Organizational Structures	0:47
	19. Technical Management – Design, Maintenance & Support	1:27
	20. Technical Management – Metrics	1:06
	21. Technical Management - Documentation	0:53
	22. IT Operations Management	0:36
	23. Introduction to IT Service Operations Management	0:40
	24. IT Operations	0:25
	25. IT Operations – Role	1:13
	26. IT Operations – Objectives	0:32
	27. IT Operations – Organizational Structures	1:09
	28. IT Operations – Metrics	0:44
	29. Operations Management - Documentation	1:00
	30. Application Management Function	0:25
	31. Introduction to Application Management	0:40
	32. Application Management	0:33
	33. Application Management – Role	1:17
	34. Application Management – Objectives	1:07
	35. Application Management - Principles	1:20
	36. Application Lifecycle	2:04
	37. Application Management – Generic Activities	2:01
	38. Application Management – Organizational Structures	1:25
	39. Application Management – Roles & Responsibilities	1:10
	40. Application Management – Metrics	1:01
	41. Application Management – Documentation	1:29
	42. Service Operation Functions Summary	0:08
	43. Service Operation Functions Summary	1:40
	44. Checkpoint	0:08
	45. Section Review	1:50

	1. Organizational Structures	0:43
	2. Organizational Structures	0:26
	3. Organizational Structures (Cont.)	0:30
	4. Specialization Based Structures	1:22
	5. Activity Based Structures	1:26
	6. Process Based Structures	1:25
	7. Geography Based Structures	1:22
	8. Hybrid Structures	1:11
	9. Roles & Responsibilities	0:11
	10. Introduction	1:29
	11. Generic Roles	0:37
	12. Service Owner	0:49
	13. Process Owner	1:03
	14. Process Manager	0:50
	15. Process Practitioner	0:57
	16. OSA - Roles	0:21
	17. Service Desk	1:20
	18. Technical Management	0:38
	19. IT Operations	0:45
	20. Application Management	0:36
	21. Event Management	1:42
	22. Incident Management	2:04
	23. Request Fulfillment	1:08
	24. Problem Management	1:20
	25. Access Management	0:54
	26. Technology Considerations	0:18
	27. Technology Considerations	1:18
	28. Service Management Tools	0:38
	29. Generic Technology Considerations	3:23
	30. Tool Evaluation Criteria	1:14
	31. Event Management Desired Features	1:51
	32. Incident Management Desired Features	1:36
	33. Request Fulfillment Desired Features	1:00
	34. Problem Management Desired Features	1:18
	35. Access Management Desired Features	1:10
	36. Service Desk Desired Features	1:40
	37. Implementing OSA	1:05
	38. Implementation	0:55
	39. Managing Change	0:43
	40. Project Management	1:13
	41. Assessing & Managing Risk	1:15
	42. Involvement in Design & Transition	1:59
	43. Planning & Implementing Technology	1:17
	44. Challenges, CSFs & Risks	1:36
	45. Challenges	2:40
	46. Critical Success Factors	1:35
	47. Risks	1:33
	48. Organize & Implement Summary	0:10
	49. Organize & Implement Summary	1:03
	50. Checkpoint	0:12
	51. Section Review	1:40
	52. Course Closure	2:42

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