ITIL Service Capability Operational Support and Analysis Video Course

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.

# of Students
118
# of Lectures
286
Course Length
6 h
Course Rating
4.5
Price $32.99
Today $29.99

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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