GogoTraining ITIL® 2011 (OSA) Operational Support and Analysis
English | Size: 4.75 GB (5,105,420,950 Bytes)
Category: Tutorial
ITIL® 2011: Operational Support and Analysis – Accredited Training Outline
Module 00: Course Introduction: ITIL® 2011: Operational Support and Analysis
Module 01: Exam Tips
• Understanding the exam process
• Exam questions and grading
• Taking the exam
• Using the practice exams
Module 02: Service Management as a Practice Part 1
• Lifecycle Review
• Processes
• Definitions
• SO/OSA Processes
• Service Operation Functions
Module 03: Service Management as a Practice Part 2
• Generic Roles
• Key Service Management Concepts
• RACI Model
• Deming’s PDCA Model
Module 04: Service Management as a Practice Part 3
• Service Design Purpose, Objectives, Scope and Value
• Challenges
• Metrics
• Risks
• Managing Service Operation
• Exam Question Exercise: Sample Exam 2, Question 8
• Exam Question Protocols
Module 05: Functions Part 1
• Technical Management Objectives
• Activities
• Roles Description
Module 06: Functions Part 2
• IT Operations Management Objectives
• Specific Roles
• Management Objectives
• Organizational Structure
Module 07: Functions Part 3
• Application Management Objectives
• Activities
• Exercise: SO Processes and Functions
• Exam Question Exercise: ◦ Sample Exam 1, Question 6
◦ Sample Exam 2, Question 5
• Exam Question Review: Sample Exam 2, Question 8
Module 08: Service Desk Part 1
• Purpose and Objectives
• Type of Service Desks
• Staffing
Module 09: Service Desk Part 2
• Roles
• Metrics
• Outsourcing
• Exam Question Exercise: Sample Exam 1, Question 1
• Exam Question Review: Sample Exam 2, Question 5
Module 10: Request Fulfillment Part 1
• Purpose, Objectives and Value
• Basic Concepts
• Activities
• Roles
Module 11: Request Fulfillment Part 2
• Triggers and Inputs/Outputs
• Metrics
• Challenges and Risks
• Tools and Technology
• Exercise: RF Process Dependencies
• Exam Questions ◦ Sample Exam 1, Question 7
◦ Sample Exam 2, Question 2
Module 12: Access Management Part 1
• Purpose, Objectives and Value
• Basic Concepts
• Activities
• Roles
• Activities
Module 13: Access Management Part 2
• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Metrics
• Challenges and Risks
• Tools and Technology
• Exercise: Applying Controls with Access Management
• Exam Question Exercise: ◦ Sample Exam 1, Question 2
◦ Sample Exam 2, Question 4
• Exam Question Review: Sample Exam 2, Question 2
Module 14: Event Management Part 1
• Purpose, Objectives, Scope and Value
• Basic Concepts
• Activities
Module 15: Event Management Part 2
• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Risks
• Event Management Design
• Exercise: Deploy Event Management
• Exam Question Exercise: ◦ Sample Exam 1, Question 4
◦ Sample Exam 2, Question 3
Module 16: Incident Management Part 1
• Purpose, Objectives, and Scope
• Value to the Business
• Basic Concepts
• Incident Models
• Activities
Module 17: Incident Management Part 2
• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Risks
• Exam Question Exercise: ◦ Sample Exam 1, Question 8
◦ Sample Exam 2, Question 7
Module 18: Problem Management Part 1
• Purpose, Objectives, Scope and Value
• Basic Concepts
• Activities
• Problem Review
Module 19: Problem Management Part 2
• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Risks
• Exercise: IM vs. PM
• Exam Question Exercise: ◦ Sample Exam 1, Question 3
◦ Sample Exam 2, Question 6
• Exam Question Review: Sample Exam 1, Question 8
Module 20: Service Management Technology
• Tool Selection Process
• Generic Requirements
• Exam Question Exercise: ◦ Sample Exam 1, Question 5
◦ Sample Exam 2, Question 1
DOWNLOAD:
http://rapidgator.net/file/efbf48993b35dd235a25471168b35c77/#gogotraining_(OSA).part01.rar.html
http://rapidgator.net/file/e4f4663bd2ffb1cd9f11db2353bbcb8f/#gogotraining_(OSA).part02.rar.html
http://rapidgator.net/file/7cb44cad7c2256a8e6ca2457c0ea1458/#gogotraining_(OSA).part03.rar.html
http://rapidgator.net/file/e4a339b9d016275dd2a5baf78e9ef678/#gogotraining_(OSA).part04.rar.html
http://rapidgator.net/file/8dca0122a344625c98385b752db9652b/#gogotraining_(OSA).part05.rar.html
http://rapidgator.net/file/69922630553401e5a41824345a50b0a4/#gogotraining_(OSA).part06.rar.html
http://rapidgator.net/file/f945edadd68cc3ca8d553f7856a7a7b7/#gogotraining_(OSA).part07.rar.html
http://rapidgator.net/file/61196a5918977cba744383a708323681/#gogotraining_(OSA).part08.rar.html
http://rapidgator.net/file/3d3a347cf696c9df2a385918891031bb/#gogotraining_(OSA).part09.rar.html
http://rapidgator.net/file/34873afeb08a7c2c1a98458ca9c5e60d/#gogotraining_(OSA).part10.rar.html
http://rapidgator.net/file/89048bec3996c7c5144f64fb55b6aef4/#gogotraining_(OSA).part11.rar.html
http://www.nitroflare.com/view/44228034EC8E0D5/%23gogotraining_%28OSA%29.part01.rar
http://www.nitroflare.com/view/573874DC4104B9B/%23gogotraining_%28OSA%29.part02.rar
http://www.nitroflare.com/view/EE42015833E84F0/%23gogotraining_%28OSA%29.part03.rar
http://www.nitroflare.com/view/0B8595231364B35/%23gogotraining_%28OSA%29.part04.rar
http://www.nitroflare.com/view/C7C76AB13F50168/%23gogotraining_%28OSA%29.part05.rar
http://www.nitroflare.com/view/227FB96C3F824B8/%23gogotraining_%28OSA%29.part06.rar
http://www.nitroflare.com/view/6972A10FBD78DBA/%23gogotraining_%28OSA%29.part07.rar
http://www.nitroflare.com/view/EDAC46DCD2799AD/%23gogotraining_%28OSA%29.part08.rar
http://www.nitroflare.com/view/48EADFD60D38E7F/%23gogotraining_%28OSA%29.part09.rar
http://www.nitroflare.com/view/23299F4A2935B3B/%23gogotraining_%28OSA%29.part10.rar
http://www.nitroflare.com/view/80B297E85FB95F1/%23gogotraining_%28OSA%29.part11.rar
If any links die or problem unrar, send request to http://goo.gl/aUHSZc
Leave a Reply