ITILSC-OSA: ITIL Service Capability Operational Support and Analysis
Your ITIL ITILSC-OSA exam is just around the corner, right? So, it's high time to find an effective preparation tool! Our training course is what you really need! This is a series of videos led by the experienced IT instructors who will provide you with a detailed overview of the ITILSC-OSA certification test. Ace your ITIL ITILSC-OSA at the first attempt and obtain the ITIL Service Capability Operational Support and Analysis credential with ease.
Curriculum for ITILSC-OSA Video 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 |
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 |
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 |
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 |
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 |
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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