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ITILSC-OSA: ITIL Service Capability Operational Support and Analysis Certification Video Training Course

Looking for studying for ITILSC-OSA: ITIL Service Capability Operational Support and Analysis certification training course. Our ITILSC-OSA certification video training course training course is your number one assistant. Pass with our ITILSC-OSA: ITIL Service Capability Operational Support and Analysis certification training course on the first try and become a certified professional in no time.

  • 90 Students Enrolled
  • 286 Lectures
  • 6 Hours
  • 4.5 Rating
$38.49
$34.99

Curriculum For This Course

  • Course Introduction

    Video Name Time
    1. Course Introduction 00:32
    2. Instructor Introduction 01:35
    3. Course Introduction 00:32
    4. Course Organization 00:22
    5. Welcome to the Course! 00:34
    6. Mentoring Community Introductions 00:45
    7. Why Are You Here? 00:47
    8. Using Bloom’s Taxonomy 01:10
    9. What do you Expect? 00:37
    10. Housekeeping in the Online Classroom 01:03
    11. Course Conventions & Agenda 00:08
    12. Conventions Used 00:54
    13. Quizzes & Exercises 00:44
    14. ITIL Qualification Scheme 00:47
    15. ITIL Capability Exam 01:08
    16. Getting Started in an Online Classroom 02:26
    17. Section Review 00:23

  • Introduction to Operational Support & Analysis

    Video Name Time
    1. Introduction to Operational Support & Analysis 00:26
    2. Service Operation 00:19
    3. SO & the Service Lifecycle 00:52
    4. Managing Across the Lifecycle 03:27
    5. Purpose, Goals & Objectives of Service Operation 00:52
    6. Scope of Service Operation 01:55
    7. Value of Service Operation 01:38
    8. Principles of OSA 00:48
    9. Fundamentals of Service Operation 03:14
    10. The Principle of Service Operation 02:15
    11. Achieving Balance in Service Operation 02:39
    12. Balancing Stability & Responsiveness 02:33
    13. Balancing QoS & CoS 01:09
    14. Balancing Reactive & Proactive 01:59
    15. Providing Service 02:22
    16. SO & Other Lifecycle Stages 02:16
    17. OSA Summary 00:09
    18. OSA Summary 01:11
    19. Checkpoint 00:09
    20. Section Review 01:06

  • Service Operation Processes

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

  • OSA Common Activities

    Video Name Time
    1. Common Activities 00:20
    2. OSA Common Activities 00:24
    3. Introduction 03:22
    4. Service Operation - Common Activities 00:47
    5. Monitoring & Control 01:07
    6. Control Loop 03:38
    7. OSA's Common Activities 00:38
    8. IT Operations 00:37
    9. Mainframe Management 00:32
    10. Server Management & Support 00:52
    11. Network Management 00:48
    12. Storage & Archive 00:30
    13. Database Management 01:28
    14. Directory Services Management 01:03
    15. Desktop Support 01:10
    16. Middleware Management 00:46
    17. Internet/Web Management 01:14
    18. Facilities & Datacenter Management 01:03
    19. Data Center Strategies 01:14
    20. IT Security Management – ISO/IEC Security Standards 01:12
    21. Improvement of Operational Activities 01:38
    22. Common Activities Summary 00:16
    23. Common Activities Summary 00:41
    24. Checkpoint 00:08
    25. Section Review 01:18

  • Service Operation Functions

    Video Name Time
    1. Service Desk Function 00:28
    2. Service Desk Function (Cont.) 00:24
    3. Introduction to Service Operation Functions 00:32
    4. Introduction to Service Desk 02:25
    5. Service Desk 00:18
    6. Service Desk – Role 01:29
    7. Service Desk – Objectives 01:06
    8. Service Desk – Organizational Structures 01:58
    9. Outsourcing Issues 01:57
    10. Service Desk – Staffing 02:18
    11. Service Desk – Metrics 01:35
    12. Technical Management Function 00:25
    13. Introduction to Technical Management 00:46
    14. Technical Management 00:24
    15. Technical Management – Role 00:57
    16. Technical Management – Objectives 01:12
    17. Generic Technical Management Activities 01:12
    18. Technical Management – Organizational Structures 00:47
    19. Technical Management – Design, Maintenance & Support 01:27
    20. Technical Management – Metrics 01:06
    21. Technical Management - Documentation 00:53
    22. IT Operations Management 00:36
    23. Introduction to IT Service Operations Management 00:40
    24. IT Operations 00:25
    25. IT Operations – Role 01:13
    26. IT Operations – Objectives 00:32
    27. IT Operations – Organizational Structures 01:09
    28. IT Operations – Metrics 00:44
    29. Operations Management - Documentation 01:00
    30. Application Management Function 00:25
    31. Introduction to Application Management 00:40
    32. Application Management 00:33
    33. Application Management – Role 01:17
    34. Application Management – Objectives 01:07
    35. Application Management - Principles 01:20
    36. Application Lifecycle 02:05
    37. Application Management – Generic Activities 02:01
    38. Application Management – Organizational Structures 01:25
    39. Application Management – Roles & Responsibilities 01:10
    40. Application Management – Metrics 01:01
    41. Application Management – Documentation 01:29
    42. Service Operation Functions Summary 00:08
    43. Service Operation Functions Summary 01:40
    44. Checkpoint 00:08
    45. Section Review 01:50

  • Organize & Implement

    Video Name Time
    1. Organizational Structures 00:44
    2. Organizational Structures 00:26
    3. Organizational Structures (Cont.) 00:30
    4. Specialization Based Structures 01:22
    5. Activity Based Structures 01:27
    6. Process Based Structures 01:25
    7. Geography Based Structures 01:22
    8. Hybrid Structures 01:11
    9. Roles & Responsibilities 00:11
    10. Introduction 01:29
    11. Generic Roles 00:38
    12. Service Owner 00:49
    13. Process Owner 01:03
    14. Process Manager 00:50
    15. Process Practitioner 00:57
    16. OSA - Roles 00:21
    17. Service Desk 01:20
    18. Technical Management 00:38
    19. IT Operations 00:45
    20. Application Management 00:36
    21. Event Management 01:42
    22. Incident Management 02:04
    23. Request Fulfillment 01:08
    24. Problem Management 01:20
    25. Access Management 00:54
    26. Technology Considerations 00:18
    27. Technology Considerations 01:18
    28. Service Management Tools 00:38
    29. Generic Technology Considerations 03:23
    30. Tool Evaluation Criteria 01:14
    31. Event Management Desired Features 01:51
    32. Incident Management Desired Features 01:36
    33. Request Fulfillment Desired Features 01:00
    34. Problem Management Desired Features 01:18
    35. Access Management Desired Features 01:10
    36. Service Desk Desired Features 01:40
    37. Implementing OSA 01:05
    38. Implementation 00:55
    39. Managing Change 00:43
    40. Project Management 01:13
    41. Assessing & Managing Risk 01:15
    42. Involvement in Design & Transition 01:59
    43. Planning & Implementing Technology 01:17
    44. Challenges, CSFs & Risks 01:36
    45. Challenges 02:40
    46. Critical Success Factors 01:36
    47. Risks 01:33
    48. Organize & Implement Summary 00:10
    49. Organize & Implement Summary 01:03
    50. Checkpoint 00:12
    51. Section Review 01:40
    52. Course Closure 02:42

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