ITIL Intermediate Course: OSA Student Handbook (Workbook_r3.2.0)

ITpreneurs™ Service Management

WORKBOOK

Operational Support and Analysis release 3.2.0 ITIL® Intermediate

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www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Copyright Copyright and Trademark Information for Partners/Stakeholders. ITIL® is a registered trademark of the Cabinet Office. IT Infrastructure Library® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office. All contents in italics and quotes is from the ITIL® Service Lifecycle Suite © Crown copyright 2011 Reproduced under licence from the Cabinet Office. All other text is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office.

Copyright © 2012 ITpreneurs. All rights reserved. Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V. The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.

ITIL Operational Support and Analysis, Classroom course, release 3.2.0

More on: http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx

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Contents

i

LIST OF ICONS V

LIST OF ACTIVITIES VI

GENERAL TRAINING TIPS NA

ACKNOWLEDGEMENTS IX

FOLLOW US XI

COURSE INTRODUCTION 1

Introductions 2

Course Introduction 2

Course Learning Objectives 2

Unique Nature of the Course 2

Details 2

COURSE AGENDA

UNIT 1: INTRODUCTION 9

UNIT 2: EVENT MANAGEMENT 11

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UNIT 3: INCIDENT MANAGEMENT 21

UNIT 4: REQUEST FULFILMENT 33

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UNIT 5: PROBLEM MANAGEMENT 39

UNIT 6: ACCESS MANAGEMENT 69

UNIT 7: SERVICE DESK 79

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iv

UNIT 8: COMMON OSA FUNCTIONS AND ROLES 89

UNIT 9: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS 95

UNIT 10 : EXAM PREPARATION GUIDE 99

APPENDIX A: CASE STUDY 139

APPENDIX B: MIND MAP EXCERCISE (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX C: GLOSSARY (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX D: SYLLABUS (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX E: ANSWERS 153

APPENDIX F: DIAGRAMS (MACRO VIEW) (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX G: RELEASE NOTES (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX H: ADDITIONAL KNOWLDEGE (REFER TO STUDENT REFERENCE MATERIAL) NA

STUDENT FEEDBACK FORM 243

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. v

LIST OF ICONS

confusing

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.vi

LIST OF ACTIVITIES

Activity

Description

Brainstorm

Description

Compare and Contrast

Description

Concept Jog

Description

Critical Thinking

Description

class.

Discussion

Description

Lecture

Description

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. vii

Mind Map

Description

Recall, Describe, and List

Description

Role-Play

Description

the instructor and teach the class.

Round-Robin

Description

Scenario

Description

Self-Study

Description

Solve a Common Problem/Risk Mitigation

Description

Teach-Back

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.viii

The Big “Why”

Description

Think-Pair-Share

Description

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. ix

We would like to sincerely thank the experts who have contributed to and shaped ITpreneurs’ ITIL Intermediate product suite.

ITpreneurs’ Course Reviewers Anessi, Ray - Pangloss Group

Costigan, Michael D - CSC

Mohr, Julie - Blue Print Audits

Vikdal, Mike - Auslyn Group

Wigmore, Michael - Independent

Pondman, Dick - Independent

Burgers, Jurian - Independent

Rijken, Adriaan - Independent

ITpreneurs’ Course Exercise WritersFoederer, Marcel - ITpreneurs

Mohr, Julie - Blue Print Audits

Vikdal, Mike - Independent

Wigmore, Michael - Independent

ACknoWlEdgEmEnTs

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www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Before you start the course, please take a moment to:

“Like us” on Facebook

“Follow us” on Twitter

"Add us in your circle" on Google Plus

"Link with us" on Linkedin

"Watch us" on YouTube

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. 1

Course Introduction

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.2

INTRODUCTIONSThere is no activity in this topic.

COURSE INTRODUCTIONThere is no activity in this topic.

COURSE LEARNING OBJECTIVESThere is no activity in this topic.

UNIQUE NATURE OF THE COURSEThere is no activity in this topic.

COURSE QUALIFICATION SCHEMEThere is no activity in this topic.

COURSE AGENDA AND EXAM DETAILSCourse Agenda

ITIL Intermediate Classroom Course

Day1 Operational Support and Analysis Unit Subject Start End Total Time

(in hours)

Course Introduction

1 Introduction

2

LUNCH

2

3

Total 10:00

Note: Reading the Case Study

Remark:

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Note: Personal Study Recommendation for Students

Remark:


(in hours)

3

4

LUNCH

4

Total 10:00


(in hours)

LUNCH

Total 10:00

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(in hours)

8

LUNCH

8

9

Total 10:00


(in hours)

9

LUNCH

Total 06:30

TOTAL CONTACT HOURS 36 hours

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Course Agenda

ITIL Intermediate Expert Program Course

Day3 Operational Support and Analysis *All times in hours

Unit Subject Start End Time*

Course Introduction

1 Introduction (incl. 15-min RECAP)

2 (incl. 30-min RECAP)

TOTAL 05:00

Total - (less lunch & homework) 04:00





LUNCH

4

(incl. 30-min RECAP)

TOTAL 10:00Total - (less lunch & homework) 08:00






LUNCH



TOTAL 10:00


TOTAL CONTACT HOURS 20hours

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Course Agenda

ITIL Intermediate Classroom Blended Course



Course Introduction

1 Introduction (incl. 15-min RECAP)


LUNCH


TOTAL 09:30






LUNCH

TOTAL 09:30






LUNCH




TOTAL CONTACT HOURS22:30hours

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Course Agenda

ITIL Intermediate Virtual Classroom Blended Course



Course Introduction

1 Introduction (incl. 15-min RECAP)2 (incl. 30-min RECAP)

LUNCH


TOTAL 09:30





(incl. 60-min RECAP) LUNCH

TOTAL 09:30




(incl. 15-min RECAP)(incl. 15-min RECAP)

LUNCH

8 (incl. 15-min RECAP)9 (incl. 15-min RECAP)


TOTAL CONTACT HOURS22:30hours

Each Cup represents one break.

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Unit1Introduction

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1.1 BUSINESS VALUE OF OSA ACTIVITIESThere is no activity for this topic.

1.2 SCOPE OF THE PROCESSThere is no activity for this topic.

1.3 CONTEXT OF OSA ACTIVITIES WITHIN THE SERVICE LIFECYCLEThere is no activity for this topic.

1.4 SUPPORT OF OSA ACTIVITIES FOR THE SERVICE LIFECYCLEThere is no activity for this topic.

1.5 OPTIMIZING SERVICE OPERATION PERFORMANCEThere is no activity for this topic.

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Unit2Event Management

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2.1 PURPOSE AND OBJECTIVESThere is no activity for this topic.

2.2 SCOPE OF THE PROCESSThere is no activity for this topic.

2.3 BUSINESS VALUE OF THE PROCESSThere is no activity for this topic.

2.4 POLICIES, PRINCIPLES, AND BASIC CONCEPTSThere is no activity for this topic.

2.5 DESIGNING FOR EVENT MANAGEMENTThere is no activity for this topic.

2.6 USE OF EVENT RULE SETS AND CORRELATION ENGINESThere is no activity for this topic.

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2.7 PROCESS ACTIVITIES, METHODS, AND TECHNIQUES

ActivityQ1. Complete the activities in the Event Management process diagram.

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2.7.1 EVENT OCCURRENCE, EVENT NOTIFICATION, AND EVENT DETECTION There is no activity for this topic.

2.7.2 EVENT CORRELATION, FILTERING, AND SIGNIFICANCE There is no activity for this topic.

2.7.3 RESPONSES TO EVENTS

Scenario-Based ActivityQ1. Identify possible, meaningful Events that might occur with the kiosks. There should be both IT

and non-IT events.

Write your answers in the space provided.

Answer:

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Q2. Classify the Events and identify possible responses.


Answer:

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2.7.4 REVIEW ACTIONS AND CLOSE EVENTThere is no activity for this topic.

2.8 TRIGGERS, INPUTS, OUTPUTS, AND PROCESS INTERFACESThere is no activity for this topic.

2.9 INFORMATION MANAGEMENTThere is no activity for this topic.

2.10 PROCESS MEASUREMENT

Scenario-Based ActivityQ1. Describe what you would measure to determine the success of the Event Management process

for the kiosk. For each measurement, specify which metric determines value.

Write your answer in the space provided.

Answer:

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2.11 CSI REFERENCES WITHIN THE CONTEXT OF EVENT MANAGEMENTThere is no activity for this topic.

2.12 CHALLENGES AND RISKSThere is no activity for this topic.

2.13 GROUP/INDIVIDUAL EXERCISE

Scenario-Based ActivityQ1. You are responsible for designing and implementing Event Management for the new self-service

kiosks. Discuss how it should support the entire Lifecycle. Try to incorporate examples of both infrastructure and non-IT Events into the discussion.


Answer:

Service Strategy:

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Documents

ITIL Intermediate Course: OSA Student Handbook (Workbook_r3.2.0)