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itil operational support & analysis (osa) - the itil foundation certificate, and you qualification is one of four itil service itil osa study guide - prismtechnologies - itil . ITIL® Intermediate Operational Support and Analysis (OSA) . Accredited, APMG , Best Practices, ebook, EXIN, Framework, Intermediate. This is the introductory lesson on ITIL Intermediate Operational Support and Analysis (OSA), which is a part of the ITIL Intermediate OSA Certification Course.

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ITIL V3 Foundation Course eBook - Ebook download as PDF File .pdf), Text File Operational Support and Analysis (OSA) Planning Protection & Optimization. ITIL CORE VOLUME eBOOK. $ The ITIL core volumes are recommended reading for anyone taking their ITIL studies beyond Foundation [email protected] ITIL Service Design (ITIL Lifecycle Suite) - Kindle edition by AXELOS. Use features like bookmarks, note taking and highlighting while reading ITIL Service very good resource to learn how service design should be to OSA.

Response to an event may be automated or may require manual intervention. If actions are needed then a trigger, such as an SMS message or an incident being automatically logged, can alert support staff. Main article: Incident management ITSM Incident management aims to restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

An incident is defined as: An unplanned interruption to an IT service or a reduction in the quality of an IT service.

Failure of a configuration item that has not yet impacted service is also an incident. For example, failure of one disk from a mirror set. ITIL Version 2: An event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and customer productivity.

The objective of incident management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price. The transformation between event-to-incident is the critical junction where Application Performance Management APM and ITIL come together to provide tangible value back to the business.

The term "standard change" means pre-approved, repeatable, pre-defined, low risk changes. Basic Concepts Reactive Problem Management Resolution of underlying cause s The activities are similar to those of Incident Management for the logging, categorization and classification for Problems.

The subsequent activities are different as this is where the actual root-cause analysis is performed and the Known Error corrected. Covered in Service Operation Prevention of future problems by analyzing Incident Records, and using data collected by other IT Service Management processes and external sources to identify trends or significant problems.

Is involved with determining how to reduce downtime and increase uptime through proactive problem management techniques. Service Level Management contributes to improvements in service levels, and its management information is used as the basis of some of the SLA review components.

Financial Management Problem Management provides management information about the cost of resolving and preventing problems. Objectives To provide pre-defined pre-approved standard services to users. To provide users with information on available services and procedures for obtaining them.

Deliver requested standard services. Assist IT users with general information, comments and complaints. Access Management: Objectives Definition The process of granting authorized users the right to use a service, while preventing access to non-authorized users.

Also referred to as Rights Management or Identity Management. In practice, Access Management is the operational enforcement of the policies defined by Information Security Management. Objectives To grant authorized users the right to use a Service and deny access to unauthorized users To Execute policies and actions defined in Security and Availability Management.

Basic Concepts Basic Concepts Access Identity Access refers to the level and extent of a services functionality or data that a user is entitled to use. The information about the user that distinguishes them as an individual, and which verifies their status within the organization. By definition, the identity of a user is unique to that user. Also called privileges, refer to the actual settings whereby a user is provided access to a service or group of services.

Typical rights or levels of access include read, write, execute, change, delete. Service Operations: Functions Lesson objectives At the end of this lesson, you should be able to:. Definition A Service Desk is a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service events, often made via telephone calls, web interface, or automatically reported infrastructure events.

Acts as daily Single point of contact for IT users. Objectives To restore the normal service to the users as quickly as possible. Log calls, do initial diagnosis and investigation and if possible resolve and close. Purpose of Service Desk Improved customer service, perception of IT and satisfaction with IT services Increase accessibility to IT services through a single point of contact, communication and information.

Better quality and faster turnaround of customer or user IT requests Enhanced focus and a proactive approach to IT service provisioning.

More meaningful management information for decision support Improved teamwork and communication amongst IT staff. A reduced negative business impact. Improved usage of IT Support resources and increased productivity of business personnel. Description Located physically close to the user community it serves.

Service desk is deployed at one central physical location.

Impression of single, centralized Service desk, through the use of technology and tools to create a virtual Service desk. Multiple Service desks across time zones to provide 24x7 service.

Service Desk Function: Infrastructure Support. Service Desk centralized Second-Line Support more efficient and cost-effective, allowing fewer overall staff to deal with a higher volume of calls. Allows for homeworking, secondary support group, off-shoring or outsourcing or any combination necessary to meet user demand.

Safeguards are needed to ensure consistency and uniformity in service quality and cultural terms. Service Desk: Service Desk Staffing Service Desk Staffing Correct number and qualification at any given time, considering Customer expectations and business requirements e.

Service Desk Metrics Service Desk Metrics Periodic evaluations of health, maturity, efficiency, effectiveness and any opportunity to improve Realistic and carefully chosen total number of call is not itself good or bad Some examples: Role of Technical Management Function The groups, departments or teams that provide technical expertise and overall management of the IT Infrastructure Custodian of technical knowledge and expertise related to managing the IT Infrastructure.

Objectives To help plan, implement and maintain a stable technical infrastructure to support the organizations business Processes -Well designed and highly resilient, cost-effective infrastructure configuration - Use of adequate technical skills to maintain the technical infrastructure and to speedily diagnose and resolve any technical failures that do occur. Role of Application Management Function Responsible for managing applications throughout their lifecycle.

Custodian of technical Knowledge and expertise related to managing application, whether purchased or developed in-house. It provides the actual resources to support the ITSM Lifecycle Providing guidance to IT Operations about how best to carry out the ongoing operational management of applications. Objectives To helping to identify functional and manageability requirements for application software so as to support the organizations business Processes.

Assist in design and deployment of applications.

Operations Control - oversees the execution and monitoring of the operational activities and events in the IT Infrastructure. Facilities Management - The management of the physical IT environment, typically a Data Centre or computer rooms and recovery sites together with all the power and cooling equipment.

IT Operations Management Objectives Objectives Maintenance of the as- is infrastructure and procedures to achieve stability of the organizations day-to-day processes and activities. Regular scrutiny and improvements to achieve improved service at reduced costs, while maintaining stability.

Swift application of operational skills to diagnose and resolve any IT operations failures that occur.

Major Incidents require: Separate procedures B. Less urgency C. Longer timescales D. Less documentation. Which of the following should be done when closing an Incident? Check the Incident categorization and correct it if necessary 2: Decide whether a Problem needs to be logged A.

Both of the above C. None of the above. To provide information to users about what services are available and how to request them B.

To provide a channel for users to request and receive standard services D. To source and deliver the components of standard services that have been requested. Network Management and Application Management B. Technical Management and Application Management C. Facilities Management and Technical Management.

To proactively prevent all outages to IT Services C. To design and build processes that will meet business needs D. To deliver and manage IT Services at agreed levels to business users and customers.

Which of these activities would you expect to be performed by a Service Desk? Logging details of Incidents and service requests 2: Providing first-line investigation and diagnosis 3: Restoring service 4: Diagnosing the root-cause of problems A. All of the above B. Continual Service Improvement At the end of this lesson, you should be able to:. Continually be on the lookout for improvements related to process effectiveness and efficiency.

To implement improvement plans in a cost-effective manner. Review analyze and recommend improvement opportunities in all the life cycle phases To make CSI activities, fact based, CSI Reviews and analyze Service level achievement results Identify and implement activities for improve service efficiency and effectiveness to improve service quality Improve cost effectiveness Ensure appropriate quality management methods are used to support CSI activities. Overall health of ITSM. It takes care of entire ITSM as well as all dependent services.

Alignment of the service portfolio with business needs After implementing and operating processes, CSI help Maturing the processes. Organization need to: Review management information and trends of service delivery Ensure outputs of enabling ITSM are achieving results Conduct audits to access maturity of process, compliance of processes.

Conduct customer satisfaction surveys. Successful CSI requires organizational change Organizational change presents challenges Use formal approaches to address people-related issues: John Kotters Eight steps to transforming your organization Project Management.

Lack of effective, Strong leadership Not a powerful coalition. Opposition eventually stops the change initiatives.


Without a sensible vision transformation effort can easily dissolve into a list of confusing, incompatible projects. An explanation of 5 minutes should obtain reaction of understanding and Interest. Without credible communication, and lot of it, the hearts and minds of the troops are never captured. Make use of all communication channels. Quotes Structures to underpin the vision..

And removal of barriers to change. More people involved, the better the outcome. Reward initiatives. Real transformation takes time. Without quick wins too many people give up or join the ranks of those opposing change.

Actively look for performance improvements and establish clear goals. Communicate success. Until changes sink deeply into the culture new approaches are fragile and subject to regressions.

In many cases worker revert to old practices. Use credibility of quick wins to tackle even bigger problems. Show how new approaches, behavior and attitude have helped improve performance. Ensure selection and promotion criteria underpin the new approach.

Service Measurement The ability to predict and report service performance against targets of an end-to-end service is known as Service Measurement. Will require someone to take the individual measurements and combine them to provide a view of the customer experience. This data can be analyzed over a period of time to produce a trend.

This data can be collected at multiple levels, for example, CIs, processes, services. Technology metrics: Improvement Favorable Outcome showing a measurable increase in a desirable metric or a decrease in undesirable metric.

Benefit Gain achieved from Improvement. Return on Investment ROI Quantifiable monetary benefit achieved by expending a certain amount of money, usually expressed as a percentage. Value on Investment VOI Non monetary benefit, such as branding, achieved by expending a certain amount of money. Baseline Benchmark used as a reference point for later comparison.

Which of the following does CSI provide guidance on? How to improve process efficiency and effectiveness 2. How to improve services 3. Improvement of all phases of service lifecycle 4. Measurement of processes and services a 1 and 2 only b All of the above c 2 only d 1, 3 and 4 only. Which is the first activity of the CSI model?

Which of the following are objectives of CSI? To improve process efficiency and effectiveness 2. To improve services 3. To improve all phases of service lifecycle except Strategy 4. To improve International standard such as ISO a 1 and 2 only b 2 and 4 only c 1, 2 and 3 only d All of the above. Module 6: Beware of being misled by the preliminary text for the question If you think there should be another choice that would be the right answer, then you have to choose the most right Use strategies such as What comes first?

Practical Tips The question is asking What all Using Elimination Methodology, this statement is ruled out, as function design is notsee with an example Lets applicable to ALL process designs. Sample Question.

ITILSC-OSA Reliable Study Questions Ebook Features

Again Using Elimination Methodology, this a They define functions as part of their statement is ruled out, as not all processes design are carried out by external service provider, some b They should deliver value for stakeholdersmight be carried out by internal teams as well.

This statement is also ruled out, as processes are not units of organizations, they are called functions. This leaves the Statement B as the best answer.

The DML holds definitive hardware spares 3. The DML includes master copies of controlled documentation a All of the above b 1 and 2 only c 2 and 3 only d 1 and 3 only Based on the above three statements, Choices A, B Statement 2 is incorrect and C are eliminated as as DML stores only Media and related documentation, Hardware spares are they include statement 2, stored in DHS only Choice D is correct.

Flag for inappropriate content. Related titles. Jump to Page. Search inside document. What are good Practices? Why Choose Good practices over Proprietary ones? What is a Service? Costs and Risks are transferred to service provider. Customers focus on outcomes versus means. What is a Service Management? Process, Functions and Roles 15 Process - A set of activities designed to accomplish a specific objective.

Service Management Roles: Service Owner 20 Service Owner: The owner of the Payroll Service Responsibilities: Process Owner 21 Process Owner: The owner for the Availability Management Process Responsibilities: Connecting with Processes and Functions: Key Terminology: Service Provider 23 Service Provider: Supplier 24 Supplier: Business Contract: A legally binding agreement between two or more parties to supply goods or services Service Provider Supplier Fig: Quiz 30 Sample question 1: Quiz 31 Sample question 2: Quiz 32 Sample question 3: Quiz 33 Sample question 4: Quiz 34 Sample question 5: Quiz 35 Sample question 6: Service Strategy Lesson objectives At the end of this lesson, you should be able to: Service Strategy Objectives 39 Shows organization how to transform Service Management into a strategic asset and then think and act in a strategic manner Helps clarify the relationship between various services, systems or processes and the business models, strategies or objectives they support KEY ROLE: Key Strategy Questions 40 The objectives of service Strategy are to answer questions such as: Process in Service Strategy: Key concepts of service strategy Lesson objectives At the end of this lesson, you should be able to: Fit for Purpose?

OR Constraints removed? Utility Value Available enough? Capacity enough? Continuous enough? Secure Enough? AND Fit for Use? Service Value creation: Basics of Value Creation: Service Assets 44 Service Assets Resources and capabilities available to an organization.

Business Case 46 A decision support and planning tool that projects the likely consequences of a business action Justification for a significant item of expenditure. Risk 47 Risk Risk is defined as uncertainty of outcome, whether positive opportunity or negative threat. What is a Service Portfolio? Service Strategy Process Lesson objectives At the end of this lesson, you should be able Objectives and basic concepts of the two processes in Service Strategy: Demand Management: Objectives The primary objective of Demand Management is to assist the IT Service Provider in understanding and influencing Customer demand for services and the provision of Capacity to meet these demands.

Activities 59 Activities Budgeting Predicting the expected future requirements for funds to deliver the agreed upon services and monitoring adherence to the defined budgets. Module 2: Quiz 62 Question 1: Quiz 63 Question 2: Quiz 64 Question 3: Quiz 65 Question 4: Quiz 66 Question 5: Quiz 67 Question 6: Service Design Package 75 Defines all aspects of an IT Service and its requirements through each stage of its lifecycle. Service Design Processes Lesson objectives At the end of this lesson, you should be able to: Service Catalogue Management: Objectives Objectives To provide a single source of consistent information on all of the agreed services, and ensure that it is widely available to those who are approved to access it.

Key Terms Business Service Catalog Details of all the IT services delivered to the customer, together with relationships to the business units and the business process that rely on the IT services. Technical Service Catalog Contains the details of all the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and CIs necessary to support the provision of the service to the business.

Objectives Objectives To ensure an agreed level of IT service is provided for all current IT services, and future services have an achievable target. Supplier Management: Objectives Objectives To manage suppliers and the services they supply, to provide seamless quality of IT service to the business and ensure that value for money is obtained. Capacity Management: Objectives Objectives To ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner.

Sub Process Business Capacity Management Translates business needs and plans into requirements for service and IT infrastructure, ensuring that the future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion.

Key Features of this ITIL Service Strategy Certification Training:

Availability Management Process: Objectives Objectives To ensure that the level of Service Availability delivered in all services is matched to or exceeds the current and future business requirements, in a cost-effective manner. Availability Management: Key Terms explained Availability Reliability The percent time of agreed service hours the component or service is available.

Key Terms explained.. IT Service Continuity Management: Objectives Objectives To support the overall Business Continuity Management BCM process by ensuring that the required IT technical and service facilities including computer systems, networks, applications, data repositories, telecommunications, environment, technical support and Service Desk can be resumed within required, and agreed, business timescales. Key Terms Explained.. Objectives Objectives To align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management activities.

Key Terminology Confidentiality Protecting information against unauthorized access and use.

ITIL® Intermediate - IT Operational Support and Analysis

Security Policy Security Policy Contains. Quiz Question 1: Quiz Question 2: Quiz Question 3: Quiz Question 4: You recommend a formal letter is sentfrom senior management to reassure clients that thesituation is being taken seriously and what actions aretaking place to ensure this never happens again.

You areaware that this could damage the company's reputation,as security is a critical success factor, but feel that thespecific clients must be informed by NEB ASAP, as thereis a high risk they will be approached by the competitororganization.

With regards to informing clients of the breach, yousuggest that only the specifically affected clients areinformed of the breach, via a formal letter sent from seniormanagement to reassure clients that the situation is beingtaken seriously.

You suggest that the tone and focus ofthe letter should emphasize the following points: There has been a 'minor' security breach fault of memberof staff, who's employment has now been terminated No data has been 'lost or changed' Sufficient action has been taken to ensure this situationdoes not happen again and NEB would like to assure theirclients that there security and continued confidence is ofthe highest importance. With regards to informing clients of the breach, yousuggest that all clients need to be informed of the breachand the action being taken to ensure this does not happenagain.

You are aware that this could damage thecompany's reputation, but are concerned that if only thespecificallyaffected clients are informed, word will spreadand the entire client base will feel they have beenkept outof the loop on such an important issue and further damageto NEB's reputation will befelt. In this way, you have a general understanding of our EMC DES actual prep exam, which must be beneficial for your choice of your suitable exam files.

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May 28, Mixed Environments, Version 1.Afterinitial investigation, it was found that access was not terminated whenthe staff member left the company - this has highlighted that thereare insufficient processes in place to ensure access rights areterminated when staff leave the company, change roles etc and thereis ongoing investigation to see how many other previous staff stillhave access to the system. Access our Free Sample Exam now! Sample Exam. Lesson No. OSA also covers aspects in regards to people, relationships, procedures and technology to ensure that the IT services provided are high quality and cost-effective and meet organisational needs.