ITIL® INTERMEDIATE LEVEL - OPERATIONAL SUPPORT & ANALYSIS (OSA) TRAINING & EXAM PACKAGE

Event management – planning and executing a cycle of actions to handle system and organisation events. Incident management – using pre-planned responses to service incidents with a view to minimising negative effects and delivering satisfactory outcomes. An access management process that protects internal data security. Request fulfilment – how to meet the demands of service users without compromising other operations and delivering outcomes according to agreed service levels. Service desk management tools and techniques used to record incidents, requests and events and to agree suitable service level agreements. The functions and roles required to build a robust operational support and analysis service and to support each of the previously defined processes. The use of technology to help improve and underpin OSA frameworks and processes.