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Key Learning Objectives

Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:

  • The value to the business of OSA activities
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance
  • How the processes in OSA interact with other service lifecycle processes
  • How to use the OSA processes, activities and functions to achieve operational excellence
  • How to measure OSA
  • The importance of IT security and its contributions to OSA
  • Understanding the technology and implementation considerations surrounding OSA
  • The challenges, critical success factors (CSFs) and risks associated with OSA
  • Specific emphasis on the service operation lifecycle processes and roles included in:
    - Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service
    - Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
    - Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
    - Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
    - Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.
  • Operational activities of processes covered in other lifecycle stages such as:
    - Change management
    - Service asset and configuration management
    - Release and deployment management
    - Capacity management
    - Availability management
    - Knowledge management
    - Financial management for IT services
    - IT service continuity management
  • Organising for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.
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