ITIL®
COURSE ABSTRACT
ITIL®: Operational Support
and Analysis Capability
Course Overview
COURSE CODE
» ITIL-OSAC-0100
PRODUCT RELEASE
» N/A
DELIVERY METHOD 
» Instructor Led Training (ILT)
The intermediate level ITIL Operational Support and Analysis course offers a role based hands-on
experience and in-depth coverage of the Operational Support and Analysis cluster of processes
and functions according to ITIL. An interactive approach is used combining lecture, discussion, and
exercises.
Note: Candidates are required to read the APMG Terms and Conditions carefully before signing
up for the class.
Course Objectives
» Instructor-led online training (ILO)
After taking this course, the student will be prepared for the ITIL Intermediate: Operational
Support and Analysis exam and is familiar with and able to apply the following concepts:
COURSE DURATION 
» Service Management as a practice and Service Operation principles
» 5 Days
» The following processes across the Service Lifecycle pertaining to the capability of Operational
TARGET AUDIENCE 
» IT managers, operational staff, and
others requiring a deeper knowledge of
or who are involved in the Operational
Support and Analysis cluster of processes
and functions
»
»
»
»
»
PREREQUISITES
» An ITIL Foundation certificate and
preferably two years work experience in
an IT Service Management environment
»
»
Support and Analysis: Event Management, Incident Management, Request Fulfillment, Problem
Management and Access Management
Relevant operational activities of processes covered in other lifecycle phases
Common Service Operation activities related to Operational Support and Analysis
Functions to be performed within Operational Support and Analysis such as: Service Desk,
Technical Management, IT Operations Management and Application Management
Operational Support and Analysis Roles and Responsibilities
Technology and implementation considerations
Challenges, Critical Success Factors, and risks
Continual Service Improvement as a consequence of effective Operational Support and
Analysis processes
Examination Information
» Examination Format: Multiple choice, scenario-based, gradient scored questions
» Number of Questions: 8
» Pass Score: 28/40 or 70%
» Delivery: Online or paper based examination through an Accredited Training Organization
» Exam Duration: 90 minutes
» Open/Closed Book: Closed Book
ITIL® is a registered trade mark of AXELOS Limited. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may
be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries.
All other trademarks or registered trademarks are the property of their respective owners.
© 2014 BMC Software, Inc. All rights reserved.
For additional information about BMC Education Services, please visit us at
www.bmc.com/education.
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ITIL®
COURSE ABSTRACT
ITIL®: Operational Support
and Analysis Capability
COURSE ACTIVITIES
» Instructor Presentation and Group Discussion
» Java Bean Coffee Lounge Case Study
» Case Study Group Exercises per Module
» Exam Preparation and 2 Sample Exams
» Certification Exam
CERTIFICATION PATH 
» This course is part of the ITIL® Skilled Professional Certification Path
» This course earns 4 credits towards achieving the ITIL Expert certification
DISCOUNT OPTIONS 
» Have multiple students? Contact us to discuss hosting a private class for your organization
» Contact us for additional information 
Course Modules
Module 1: Introduction
» Involvement in Information Management
» Involvement in Information Management
» Metrics
» Metrics
» Introduction/Housekeeping
» Challenges, Critical Success Factors and
» The challenges, Critical Success Factors and
» Service Management as a practice
risks
» How to design for Event Management
» Service, its value proposition and
»
»
»
composition
Functions and processes across the
lifecycle
The role of processes in the Service
Lifecycle
How Service Management creates business
value
How Operational Support and Analysis
supports the Service Lifecycle
Module 3: Service Desk
risks
Module 5: Problem Management
» Purpose, goal and objectives
» The Service Desk role
» Scope
» The Service Desk objectives
» Value to business and Service Lifecycle
» Service Desk organizational structures
» Understanding of the policies, principles
» Service Desk staffing options
» Service Desk metrics that can be used to
»
Module 2: Event Management
measure its effectiveness and efficiency
» Issues and safeguards to consider when
outsourcing the Service Desk
»
» Purpose, goal and objectives
Module 4: Incident Management
»
» Purpose, goal and objectives
»
» Scope
»
»
» Scope
» Value to business and to the Service
Lifecycle
» Policies, principles and basic concepts
» Process activities, methods and techniques
that enable this process and how it relates
to the Service Lifecycle
» Triggers, inputs and outputs and the
process interfaces
» Value to business and to the Service
» Policies, principles and all basic concepts
» Process activities, methods and techniques
and how they relate to the
Service Lifecycle
» Triggers, inputs and outputs and the
process interfaces
and the problem model concept
Process activities, methods and techniques
and how they relate to the Service
Lifecycle
Triggers, inputs and outputs and the
process interfaces
Involvement in Information Management
Metrics
Challenges, Critical Success Factors and
risks
Module 6: Request Fulfillment
» Purpose, goal and objectives
» Scope
» Value to business and to the Service
Lifecycle
ITIL® is a registered trade mark of AXELOS Limited. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may
be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries.
All other trademarks or registered trademarks are the property of their respective owners.
© 2014 BMC Software, Inc. All rights reserved.
For additional information about BMC Education Services, please visit us at
www.bmc.com/education.
2
ITIL®
COURSE ABSTRACT
ITIL®: Operational Support
and Analysis Capability
» Policies, principles and the request model
»
»
»
»
»
concept
Process activities, methods and techniques
and how they relate to the
Service Lifecycle
Triggers, inputs and outputs and the
process interfaces
Involvement in Information Management
Metrics
Challenges, Critical Success Factors and
risks
Module 7: Access Management
» Purpose, goal and objectives
» Scope
» Value to business and Service Lifecycle
» Policies, principles and basic concepts
» Process activities, methods and techniques
»
»
»
»
and how they relate with the Service
Lifecycle
Triggers, inputs and outputs and the
process interfaces
Involvement in Information Management
Metrics
Challenges, Critical Success Factors and
risks
Module 8: Functions
Module 9: Technology and Implementation
Considerations
» Generic requirements for technology to
»
»
»
»
» Service Desk Roles, Objectives and
Activities
» Technical Management Roles, Objectives
and Activities
» IT Operations Management Roles,
Objectives and Activities
» Application Management Roles, Objectives
and Activities
support process capability
Evaluation criteria for technology and tools
for process implementation
Project, risk and staffing practices for
process implementation
Challenges, Critical Success Factors and
risks
How to plan and implement Service
Management technologies
Module 10: Exam Preparation
» 2 Sample Exams
» Feedback
» Recap
ITIL® is a registered trade mark of AXELOS Limited. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may
be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries.
All other trademarks or registered trademarks are the property of their respective owners.
© 2014 BMC Software, Inc. All rights reserved.
For additional information about BMC Education Services, please visit us at
www.bmc.com/education.
3