Chapter 1: Introduction
• The value to the business of OSA activities
• The context of OSA activities within the service lifecycle
• How OSA activities support the service lifecycle
• Optimizing service operation performance
Chapter 2: Event Management
• The purpose and objectives of the event management process
• The scope of the event management process
• The value to business and to the service lifecycle
• The policies, principles and basic concepts of event management
• Designing for event management
• Use of event rule sets and correlation engines
• The process activities, methods and techniques that enable this process and how it relates to the service lifecycle
• The triggers, inputs and outputs, and interfaces
• Information management within the event management process
• How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the event management process
• The challenges and risks associated with the event management process
Chapter 3: Incident Management
• The purpose and objectives of the incident management process
• The scope of the incident management process
• The value to business and to the service lifecycle
• The policies, principles and basic concepts of incident management
• The process activities, methods and techniques and how they relate to the service lifecycle
• The triggers, inputs and outputs and the interfaces
• Information management within the incident management process
• How critical success factors and key performance indicators can be used to check the effectiveness and efficiency of the incident management process
• The challenges and risks associated with the incident management process
Chapter 4: Request fulfilment
• The purpose and objectives of the request fulfilment process
• The scope of the request fulfillment process
• The value to business and to the service lifecycle
• The policies and principles of request fulfilment and the request model concept
• The process activities, methods and techniques and how they relate to the service lifecycle
• The triggers, inputs and outputs and interfaces
• Information management within the request fulfillment process
• How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the request fulfillment process
• The challenges and risks associated with the request fulfillment process
Chapter 5: Problem management
• The purpose and objectives of the problem management process
• The scope of the problem management process
• The value to business and service lifecycle
• The policies, principles and basic concepts of problem management and the problem model concept
• Problem Analysis techniques and error detection in development environments
• The process activities, methods and techniques and how they relate to the service lifecycle
• The triggers, inputs and outputs, and interfaces
• Information management within the problem management process
• How critical success factors and key performance indicators can be used to check efficiency of the problem management process
• The challenges and risks associated with the problem management process
Chapter 6: Access Management
• The purpose and objectives of the access management process
• The scope of the access management process
• The value to business and service lifecycle
• The policies, principles and basic concepts of access management
• The process activities, methods and techniques and how they relate to the service lifecycle
• The triggers, inputs and outputs, and interfaces
• Information management within the access management process
• How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the access management process
• The challenges and risks associated with the access management process
Chapter 7: The service desk
• The purpose and role of service desk
• The service desk objectives
• Different service desk organization structures
• Different service desk staffing options
• Measuring service desk performance
• Issues and safeguards to consider when outsourcing the service desk
Chapter 8: Common OSA functions and roles
• The roles within each function
• The roles within each OSA process
• The objectives of each function
• The activities of each function
Chapter 9: Technology and implementation considerations
• The generic requirements for technology to support process capability
• The evaluation criteria for technology and tools for process implementation
• Project, risk and staffing practices for process implementation
• The challenges, risks and CSFs related to implementing practices and processes
• How to plan and implement service management technologies
.png)
