ITIL® 2011 Edition OSA: Introduction to Functions

Overview/Description
When you hear the term 'manage', you might typically think in terms of people management – the staff and human resources of an organization that perform the work of the business. However, much more than just people are managed in a successful IT organization. The tools, systems, and networks they use, and the processes and tasks they perform must also be managed. Management of the technical assets and architecture, and management of how those assets and architecture are used, maintained, supported, and delivered are essential to a complete and efficient IT organization. This course covers the Technical Management function, including its role, objectives, and activities. The course also covers the role and objectives of the IT Operations Management function, and the documentation created and used in this function such as Standard Operating Procedures, Operations Logs, Shift Schedules and Reports, and Operations Schedules. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of the Cabinet Office.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

Prerequisites
ITIL Foundation Certificate in IT Service Management

Expected Duration (hours)
2.5

Lesson Objectives

ITIL® 2011 Edition OSA: Introduction to Functions

recognize the roles of Technical Management in an IT organization

classify different Technical Management activities

recognize the aims and roles of Technical Management

distinguish between different Technical Management activity types

recognize the characteristics of IT Operations Management

identify how IT Operations Management balances it's dual roles

recognize how IT Operations Management is organized

identify the different types of documentation produced by IT Operations Management

distinguish between the distinct roles of IT Operations Management

predict the activities of IT Operations Management, for a given scenario

distinguish between different types of documentation produced by IT Operations Management