Description
Course 01 – Course Introduction – 11m
Topic A – Course Organization
Topic B – Course Conventions & Agenda
Course 02 – Introduction to Operational Support & Analysis – 30m
Topic A – Service Operation
Topic B – Principles of OSA
Topic C – OSA Summary
Course 03 – Service Operation Processes – 3h 1m
Topic A – Event Management
Topic B – Incident Management
Topic C – Request Fulfillment
Topic D – Problem Management
Topic E – Access Management
Topic F – Operational Activities of Other Lifecycle Processes
Topic G – Service Operation Processes Summary
Course 04 – OSA Common Activities – 25m
Topic A – Common Activities
Topic B – OSA’s Common Activities
Topic C – Common Activities Summary
Course 05 – Service Operation Functions – 46m
Topic A – Service Desk Function
Topic B – Technical Management Function
Topic C – IT Operations Management
Topic D – Application Management Function
Topic E – Service Operation Functions Summary
Course 06 – Organize & Implement – 58m
Topic A – Organizational Structures
Topic B – Roles & Responsibilities
Topic C – Technology Considerations
Topic D – Implementing OSA
Topic E – Organize & Implement Summary
