Year of Publication: 2013
Author: Alison Cartlidge
Genre or theme: Methodology
Publisher: The Stationery Office
ISBN: 9780113314294
English language
Format: PDF
Interactive table of contents: Yes
Number of Pages: 196
Updated in line with the ITIL 2011 editions and the Operational Support and Analysis (OSA) syllabus, this quick-reference guide will help you as you study for the OSA module of the ITIL Intermediate Capability qualification. Beyond the exam, this handbook is a practical resource that can be used in the workplace. Companion volumes covering the other Intermediate Capability modules are also available.
Authorized and quality assured by itSMF UK.
Endorsed by the APM Group.
Follows the ITIL Intermediate Capability Operational Support and Analysis Syllabus.
The organization of the operation of high-quality IT services, the timely fulfillment of users' requests for IT and the stable operation of IT infrastructure are critical for most organizations, often the management of IT in these areas assesses the work of IT in general. The ITIL® - Operational Support and Analysis course helps to find answers to the following questions:
What determines the quality of operation of IT services in general?
How to organize customer support?
How to organize the interaction between the support service and IT professionals?
How to identify the events that affect the provision of IT services?
How to correctly prioritize the elimination of failures in the IT infrastructure and solutions to users' requests?
How to organize the granting of access rights to resources and services?
How to analyze infrastructure problems?
Contents
Acknowledgements viii
About this guide x
1 Introduction to service management 1
1.1 Best practice (SO 2.1.7) 1
1.2 The ITIL framework (SO 1.2, 1.4) 2
1.3 Service management 5
1.4 Processes and functions (SO 2.2.2, 2.2.3) 7
1.5 Roles 10
1.6 Operational support and analysis within the context
of the service lifecycle 14
2 Event management 16
2.1 Purpose and objectives (SO 4.1.1) 16
2.2 Scope (SO 4.1.2) 16
2.3 Value to the business and service lifecycle (SO 4.1.3) 17
2.4 Policies, principles and basic concepts (SO 4.1.4) 18
2.5 Process activities, methods and techniques
(SO 4.1.5) 21
2.6 Triggers, inputs, outputs and interfaces (SO 4.1.6) 25
2.7 Information management (SO 4.1.7) 28
2.8 Critical success factors and key performance
indicators (SO 4.1.8) 28
2.9 Challenges and risks (SO 4.1.9) 30
2.10 Roles and responsibilities (SO 6.7.8) 31
iiiiv Contents
3 Incident management 34
3.1 Purpose and objectives (SO 4.2.1) 34
3.2 Scope (SO 4.2.2) 34
3.3 Value to the business and service lifecycle
(SO 4.2.3) 35
3.4 Policies, principles and basic concepts (SO 4.2.4) 36
3.5 Process activities, methods and techniques
(SO 4.2.5) 38
3.6 Triggers, inputs, outputs and interfaces (SO 4.2.6) 48
3.7 Information management (SO 4.2.7) 51
3.8 Critical success factors and key performance
indicators (SO 4.2.8) 51
3.9 Challenges and risks (SO 4.2.9) 53
3.10 Roles and responsibilities (SO 6.7.5) 54
4 Request fulfilment 57
4.1 Purpose and objectives (SO 4.3.1) 57
4.2 Scope (SO 4.3.2) 57
4.3 Value to the business and service lifecycle
(SO 4.3.3) 58
4.4 Policies, principles and basic concepts (SO 4.3.4) 58
4.5 Process activities, methods and techniques
(SO 4.3.5) 60
4.6 Triggers, inputs, outputs and interfaces (SO 4.3.6) 63
4.7 Information management (SO 4.3.7) 64
4.8 Critical success factors and key performance
indicators (SO 4.3.8) 65
4.9 Challenges and risks (SO 4.3.9) 66
4.10 Roles and responsibilities (SO 6.7.7) 67Contents v
5 Problem management 69
5.1 Purpose and objectives (SO 4.4.1) 69
5.2 Scope (SO 4.4.2) 69
5.3 Value to the business and service lifecycle
(SO 4.4.3) 70
5.4 Policies, principles and basic concepts (SO 4.4.4) 70
5.5 Process activities, methods and techniques
(SO 4.4.5) 74
5.6 Triggers, inputs, outputs and interfaces (SO 4.4.6) 79
5.7 Information management (SO 4.4.7) 82
5.8 Critical success factors and key performance
indicators (SO 4.4.8) 83
5.9 Challenges and risks (SO 4.4.9) 84
5.10 Roles and responsibilities (SO 6.7.6) 85
6 Access management 87
6.1 Purpose and objectives (SO 4.5.1) 87
6.2 Scope (SO 4.5.2) 87
6.3 Value to the business and service lifecycle
(SO 4.5.3) 88
6.4 Policies, principles and basic concepts (SO 4.5.4) 88
6.5 Process activities, methods and techniques
(SO 4.5.5) 89
6.6 Triggers, inputs, outputs and interfaces (SO 4.5.6) 92
6.7 Information management (SO 4.5.7) 94
6.8 Critical success factors and key performance
indicators (SO 4.5.8) 95
6.9 Challenges and risks (SO 4.5.9) 96
6.10 Roles and responsibilities (SO 6.7.9) 977 Service desk 100
7.1 Role (SO 6.3.1) 100
7.2 Objectives (SO 6.3.2) 101
7.3 Organizational structures (SO 6.3.3) 102
7.4 Staffing options (SO 6.3.4) 104
7.5 Measuring service desk performance (SO 6.3.5) 111
7.6 Outsourcing the service desk (SO 6.3.6) 113
8 Service operation functions 115
8.1 Functions 115
8.2 Technical management 115
8.3 IT operations management 119
8.4 Application management 122
9 Technology and implementation 126
9.1 Generic requirements for IT service management
technology (SO 7.1) 126
9.2 Evaluation criteria for technology and tools
(SD 7.2) 127
9.3 Evaluation criteria for technology and tools for
process implementation 128
9.4 Practices for process implementation 133
9.5 Challenges, critical success factors and risks
relating to implementing practices and processes 135
9.6 Planning and implementing service management
technologies (SO 8.5) 138
10 Qualifications 141
10.1 Overview 141
10.2 Foundation level 141
vi Contents10.3 Intermediate level 141
10.4 ITIL Expert 143
10.5 ITIL Master 143
11 Related guidance (SO Appendix A) 144
11.1 ITIL guidance and web services 144
11.2 Quality management system 144
11.3 Risk management 144
11.4 Governance of IT 145
11.5 COBIT 145
11.6 ISO/IEC 20000 service management series 145
11.7 Environmental management and green and
sustainable IT 146
11.8 ISO standards and publications for IT 147
11.9 ITIL and the OSI framework 147
11.10 Programme and project management 147
11.11 Organizational change 148
11.12 Skills Framework for the Information Age 148
11.13 Carnegie Mellon: CMMI and eSCM frameworks 149
11.14 Balanced scorecard 149
11.15 Six Sigma 150
Further guidance and contact points 151
Glossary 154
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