ITILSC-OSA: ITIL Service Capability Operational Support and Analysis

Get ready for your exam by enrolling in our comprehensive training course. This course includes a full set of instructional videos designed to equip you with in-depth knowledge essential for passing the certification exam with flying colors.

What’s included

  • 235 : Lectures
  • 4h 50m 14s : Duration
video-file-formats

$14.99/24.99


Lectures
1. Course Introduction- 32s
2. Instructor Introduction- 1m 35s
2. Course Organization- 22s
3. Welcome to the Course!- 34s
4. Mentoring Community Introductions- 45s
5. Why Are You Here?- 47s
6. Using Bloom’s Taxonomy- 1m 10s
7. What do you Expect?- 37s
8. Housekeeping in the Online Classroom- 1m 3s
9. Course Conventions & Agenda- 8s
10. Conventions Used- 54s
11. Quizzes & Exercises- 44s
12. ITIL Qualification Scheme- 47s
13. ITIL Capability Exam- 1m 8s
14. Getting Started in an Online Classroom- 2m 26s
15. Section Review- 23s

Lectures
1. Introduction to Operational Support & Analysis- 26s
2. Service Operation- 19s
3. SO & the Service Lifecycle- 52s
4. Managing Across the Lifecycle- 3m 27s
5. Purpose, Goals & Objectives of Service Operation- 52s
6. Scope of Service Operation- 1m 55s
7. Value of Service Operation- 1m 38s
8. Principles of OSA- 48s
9. Fundamentals of Service Operation- 3m 14s
10. The Principle of Service Operation- 2m 15s
11. Achieving Balance in Service Operation- 2m 39s
12. Balancing Stability & Responsiveness- 2m 33s
13. Balancing QoS & CoS- 1m 9s
14. Balancing Reactive & Proactive- 1m 59s
15. Providing Service- 2m 22s
16. SO & Other Lifecycle Stages- 2m 16s
17. OSA Summary- 9s
19. Checkpoint- 9s
20. Section Review- 1m 6s

Lectures
1. Introduction to Service Operation Processes- 32s
2. Event Management- 31s
3. The Service Operation Model- 4m 31s
4. The Processes of Service Operation- 1m 5s
5. Introduction- 1m 16s
6. Purpose, Goals & Objectives- 1m 42s
7. Scope- 52s
8. Value to the Business- 1m 58s
9. Concepts- 2m 20s
10. Activities of Event Management- 41s
11. Event Occurrence & Notification- 3m 24s
12. Event Detection & Filtering- 1m 8s
13. Event Significance & Correlation- 2m 9s
14. Event Response Trigger & Selection- 1m 10s
15. Event Review & Closure- 1m 25s
16. Designing for Event Management- 1m 15s
17. Instrumentation- 1m 41s
18. Error Messaging- 1m 7s
19. Event Detection & Alert Mechanisms- 1m 30s
20. Identification of Thresholds- 1m 6s
21. Triggers, Inputs & Outputs- 2m 13s
22. Process Relationships- 2m 16s
23. Information- 1m 18s
24. Critical Success Factors- 3m 6s
25. Challenges & Risks- 3m 6s
26. Summary- 1m 55s
27. Incident Management- 34s
33. Activities of Incident Management- 22s
34. Incident Logging- 56s
35. Incident Categorization- 1m 36s
36. Categorization- 1m 7s
37. Incident Priority- 1m 10s
38. Incident Escalation- 1m 13s
39. Incident Diagnosis- 1m 16s
40. Incident Resolution & Recovery- 1m 13s
41. Incident Closure- 2m 11s
42. Expanded Incident Lifecycle- 4m 20s
43. Incident Management – Roles- 1m 1s
50. Lesson: Request Fulfillment- 36s
56. Activities of Request Fulfillment- 1m 36s
57. Menu Selection- 1m 27s
58. Financial Approval- 1m 9s
59. Other Approval- 54s
60. Fulfillment- 51s
61. Closure- 39s
68. Problem Management- 36s
74. Activities of Problem Management- 2m 6s
75. Managing the Problem- 1m 42s
76. Problem Detection- 1m 19s
77. Problem Logging- 56s
78. Problem Categorization- 40s
79. Problem Prioritization- 1m 15s
80. Problem Investigation & Diagnosis- 1m 16s
81. Workarounds- 1m 31s
82. Raising a Known Error Record- 52s
83. Problem Resolution- 1m 3s
84. Problem Closure- 40s
85. Major Problem Review- 1m 7s
86. Development Errors- 1m 32s
87. Problem Analysis Techniques- 1m 21s
88. Managing the Known Error- 2m 23s
90. Relationships- 2m 34s
95. Access Management- 35s
101. Activities of Access Management- 42s
102. Access Request- 1m 17s
103. Access Verification- 1m 6s
104. Provide Rights- 1m 4s
105. Monitor Identity Status- 1m 3s
106. Log & Track Access- 1m 29s
107. Remove or Restrict Rights- 48s
114. Operational Activities of Other Lifecycle Processes- 49s
116. Change Management- 1m 33s
117. Service Asset & Configuration Management- 56s
118. Release & Deployment Management- 36s
119. Knowledge Management- 44s
120. Capacity Management- 1m 34s
121. Availability Management- 1m 2s
122. IT Service Continuity Management- 57s
123. Financial Management- 1m 10s
124. Lesson: Service Operation Processes Summary- 9s
125. Service Operation Process Summary- 2m 16s
126. Checkpoint- 14s
127. Section Review- 1m 34s

Lectures
1. Common Activities- 20s
2. OSA Common Activities- 24s
3. Introduction- 3m 22s
4. Service Operation - Common Activities- 47s
5. Monitoring & Control- 1m 7s
6. Control Loop- 3m 38s
7. OSA's Common Activities- 38s
8. IT Operations- 37s
9. Mainframe Management- 32s
10. Server Management & Support- 52s
11. Network Management- 48s
12. Storage & Archive- 30s
13. Database Management- 1m 28s
14. Directory Services Management- 1m 3s
15. Desktop Support- 1m 10s
16. Middleware Management- 46s
17. Internet/Web Management- 1m 14s
18. Facilities & Datacenter Management- 1m 3s
19. Data Center Strategies- 1m 14s
20. IT Security Management – ISO/IEC Security Standards- 1m 12s
21. Improvement of Operational Activities- 1m 38s
22. Common Activities Summary- 16s
24. Checkpoint- 8s
25. Section Review- 1m 18s

Lectures
1. Service Desk Function- 28s
2. Service Desk Function (Cont.)- 24s
3. Introduction to Service Operation Functions- 32s
4. Introduction to Service Desk- 2m 25s
5. Service Desk- 18s
6. Service Desk – Role- 1m 29s
7. Service Desk – Objectives- 1m 6s
8. Service Desk – Organizational Structures- 1m 58s
9. Outsourcing Issues- 1m 57s
10. Service Desk – Staffing- 2m 18s
11. Service Desk – Metrics- 1m 35s
12. Technical Management Function- 25s
13. Introduction to Technical Management- 46s
14. Technical Management- 24s
15. Technical Management – Role- 57s
16. Technical Management – Objectives- 1m 12s
17. Generic Technical Management Activities- 1m 12s
18. Technical Management – Organizational Structures- 47s
19. Technical Management – Design, Maintenance & Support- 1m 27s
20. Technical Management – Metrics- 1m 6s
21. Technical Management - Documentation- 53s
22. IT Operations Management- 36s
23. Introduction to IT Service Operations Management- 40s
24. IT Operations- 25s
25. IT Operations – Role- 1m 13s
26. IT Operations – Objectives- 32s
27. IT Operations – Organizational Structures- 1m 9s
28. IT Operations – Metrics- 44s
29. Operations Management - Documentation- 1m
30. Application Management Function- 25s
31. Introduction to Application Management- 40s
32. Application Management- 33s
33. Application Management – Role- 1m 17s
34. Application Management – Objectives- 1m 7s
35. Application Management - Principles- 1m 20s
36. Application Lifecycle- 2m 5s
37. Application Management – Generic Activities- 2m 1s
38. Application Management – Organizational Structures- 1m 25s
39. Application Management – Roles & Responsibilities- 1m 10s
40. Application Management – Metrics- 1m 1s
41. Application Management – Documentation- 1m 29s
42. Service Operation Functions Summary- 8s
44. Checkpoint- 8s
45. Section Review- 1m 50s

Lectures
1. Organizational Structures- 44s
3. Organizational Structures (Cont.)- 30s
4. Specialization Based Structures- 1m 22s
5. Activity Based Structures- 1m 27s
6. Process Based Structures- 1m 25s
7. Geography Based Structures- 1m 22s
8. Hybrid Structures- 1m 11s
9. Roles & Responsibilities- 11s
10. Introduction- 1m 29s
11. Generic Roles- 38s
12. Service Owner- 49s
13. Process Owner- 1m 3s
14. Process Manager- 50s
15. Process Practitioner- 57s
16. OSA - Roles- 21s
17. Service Desk- 1m 20s
18. Technical Management- 38s
19. IT Operations- 45s
20. Application Management- 36s
21. Event Management- 1m 42s
22. Incident Management- 2m 4s
23. Request Fulfillment- 1m 8s
24. Problem Management- 1m 20s
25. Access Management- 54s
26. Technology Considerations- 18s
28. Service Management Tools- 38s
29. Generic Technology Considerations- 3m 23s
30. Tool Evaluation Criteria- 1m 14s
31. Event Management Desired Features- 1m 51s
32. Incident Management Desired Features- 1m 36s
33. Request Fulfillment Desired Features- 1m
34. Problem Management Desired Features- 1m 18s
35. Access Management Desired Features- 1m 10s
36. Service Desk Desired Features- 1m 40s
37. Implementing OSA- 1m 5s
38. Implementation- 55s
39. Managing Change- 43s
40. Project Management- 1m 13s
41. Assessing & Managing Risk- 1m 15s
42. Involvement in Design & Transition- 1m 59s
43. Planning & Implementing Technology- 1m 17s
44. Challenges, CSFs & Risks- 1m 36s
45. Challenges- 2m 40s
46. Critical Success Factors- 1m 36s
47. Risks- 1m 33s
48. Organize & Implement Summary- 10s
50. Checkpoint- 12s
51. Section Review- 1m 40s
52. Course Closure- 2m 42s

PassQueen does not provide real Microsoft exam questions. Similarly, PassQueen does not supply real Amazon exam questions. The materials offered by PassQueen lack real questions and answers of certification exams. The CFA Institute neither endorses nor assures the accuracy or quality of PassQueen content. CFA® and Chartered Financial Analyst® are registered trademarks held by the CFA Institute.

Helpful Pages

© 2025 All Rights Reserved passqueen.com.