Operational Support and Analysis for ITIL®

ITIL® is the world's foremost framework of IT Service Management. This course will help you increase your knowledge in areas of incident, problem, access, event, and request fulfillment processes.
Course info
Level
Intermediate
Updated
May 18, 2018
Duration
3h 57m
Table of contents
Reviewing Key Terms and Concepts of ITIL® Foundation and Service Operation
How the Process of Event Management Helps Us Know What’s Going On
Putting out Fires with Incident Management
Request Fulfillment
Problem Management - What Keeps This Disruption Occurring?
Letting People in or Keeping Them out - Access Management
ITSM’s One Stop Shop - The Service Desk
Know Your Role and Know Your Tools - OSA Functions, Roles, and Technology
Preparing for the ITIL® OSA Exam
Course Overview
Description
Course info
Level
Intermediate
Updated
May 18, 2018
Duration
3h 57m
Description

As an IT service provider, your company provides value to their customers in the form of services. In order to maintain that value, you must deliver services quickly and efficiently while maintaining normal service operations. In this course, Operational Support and Analysis for ITIL®, you'll learn intermediate level knowledge of how to properly support services to provide that value. First, you'll explore the processes of event, incident, and problem management. Next, you'll discover how request fulfillment helps alleviate the load on your Service Desk. Finally, you'll learn how to set up your Service Desk, as well as coordinate your technical management, IT operations management, and applications management functions. When you're finished with this course, you'll have the skills and knowledge of operational support and analysis for ITIL® needed to deliver and support services for your business, as well as tips on how to pass the related ITIL® intermediate exam.

About the author
About the author

Chris is a radio and television personality, IT and project management junkie, trainer, traveler, pastor, and professional.

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Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi everyone, my name is Chris Ward, and welcome to my course, the ITIL Intermediate capability module of Operational Support and Analysis. I am an IT trainer and consultant at Chris Ward, LLC, a project management professional, MCSE, and an ITIL expert. When delivering IT services in today's world, it is vitally important to have processes, tools, and people in place to maintain the day-to-day delivery of services to your customers. This course is an accredited course to help you gain knowledge about the operations and support side of IT service management according to ITIL, as well as prepare you for the ITIL Intermediate level exam for OSA. Some of the major topics that we will cover in this course include the primary areas of operations, support, infrastructure, and applications when delivering services with the processes of incident, problem, and access management; understanding the roles of people that own or manage the associated processes; technology considerations when implementing these processes; and, of course, how to study and prepare for the ITIL exam. By the end of this course, you'll know how understanding, supporting, and maintaining normal operations of a service will help create value to your business and customers. Before beginning the course, you should be familiar with the ITIL Foundation's content. In fact, you must be ITIL Foundation certified in order to take the ITIL Intermediate level exams. The good news is we have the ITIL Foundation's content here at Pluralsight. From here, you should feel comfortable diving deeper into ITIL with courses on Planning, Protection, and Optimization; Continual Service Improvement; and perhaps, ultimately, the Managing Across the Lifecyle course to prepare for ITIL Expert. I hope you'll join me on this journey to learn IT service management and operations with the ITIL Operational Support and Analysis course here at Pluralsight.