ITpreneurs™ Service Management
WORKBOOK
Operational Support and Analysis release 3.2.0 ITIL® Intermediate
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Copyright © 2012 ITpreneurs. All rights reserved
Copyright Copyright and Trademark Information for Partners/Stakeholders. ITIL® is a registered trademark of the Cabinet Office. IT Infrastructure Library® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office. All contents in italics and quotes is from the ITIL® Service Lifecycle Suite © Crown copyright 2011 Reproduced under licence from the Cabinet Office. All other text is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office.
Copyright © 2012 ITpreneurs. All rights reserved. Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V. The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.
ITIL Operational Support and Analysis, Classroom course, release 3.2.0
More on: http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx
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Contents
i
LIST OF ICONS V
LIST OF ACTIVITIES VI
GENERAL TRAINING TIPS NA
ACKNOWLEDGEMENTS IX
FOLLOW US XI
COURSE INTRODUCTION 1
Introductions 2
Course Introduction 2
Course Learning Objectives 2
Unique Nature of the Course 2
Details 2
COURSE AGENDA
UNIT 1: INTRODUCTION 9
UNIT 2: EVENT MANAGEMENT 11
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UNIT 5: PROBLEM MANAGEMENT 39
UNIT 6: ACCESS MANAGEMENT 69
UNIT 7: SERVICE DESK 79
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iv
UNIT 8: COMMON OSA FUNCTIONS AND ROLES 89
UNIT 9: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS 95
UNIT 10 : EXAM PREPARATION GUIDE 99
APPENDIX A: CASE STUDY 139
APPENDIX B: MIND MAP EXCERCISE (REFER TO STUDENT REFERENCE MATERIAL) NA
APPENDIX C: GLOSSARY (REFER TO STUDENT REFERENCE MATERIAL) NA
APPENDIX D: SYLLABUS (REFER TO STUDENT REFERENCE MATERIAL) NA
APPENDIX E: ANSWERS 153
APPENDIX F: DIAGRAMS (MACRO VIEW) (REFER TO STUDENT REFERENCE MATERIAL) NA
APPENDIX G: RELEASE NOTES (REFER TO STUDENT REFERENCE MATERIAL) NA
APPENDIX H: ADDITIONAL KNOWLDEGE (REFER TO STUDENT REFERENCE MATERIAL) NA
STUDENT FEEDBACK FORM 243
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LIST OF ICONS
confusing
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LIST OF ACTIVITIES
Activity
Description
Brainstorm
Description
Compare and Contrast
Description
Concept Jog
Description
Critical Thinking
Description
class.
Discussion
Description
Lecture
Description
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Mind Map
Description
Recall, Describe, and List
Description
Role-Play
Description
the instructor and teach the class.
Round-Robin
Description
Scenario
Description
Self-Study
Description
Solve a Common Problem/Risk Mitigation
Description
Teach-Back
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The Big “Why”
Description
Think-Pair-Share
Description
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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. ix
We would like to sincerely thank the experts who have contributed to and shaped ITpreneurs’ ITIL Intermediate product suite.
ITpreneurs’ Course Reviewers Anessi, Ray - Pangloss Group
Costigan, Michael D - CSC
Mohr, Julie - Blue Print Audits
Vikdal, Mike - Auslyn Group
Wigmore, Michael - Independent
Pondman, Dick - Independent
Burgers, Jurian - Independent
Rijken, Adriaan - Independent
ITpreneurs’ Course Exercise WritersFoederer, Marcel - ITpreneurs
Mohr, Julie - Blue Print Audits
Vikdal, Mike - Independent
Wigmore, Michael - Independent
ACknoWlEdgEmEnTs
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Copyright © 2012 ITpreneurs. All rights reserved
Before you start the course, please take a moment to:
“Like us” on Facebook
“Follow us” on Twitter
"Add us in your circle" on Google Plus
"Link with us" on Linkedin
"Watch us" on YouTube
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Course Introduction
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INTRODUCTIONSThere is no activity in this topic.
COURSE INTRODUCTIONThere is no activity in this topic.
COURSE LEARNING OBJECTIVESThere is no activity in this topic.
UNIQUE NATURE OF THE COURSEThere is no activity in this topic.
COURSE QUALIFICATION SCHEMEThere is no activity in this topic.
COURSE AGENDA AND EXAM DETAILSCourse Agenda
ITIL Intermediate Classroom Course
Day1 Operational Support and Analysis Unit Subject Start End Total Time
(in hours)
Course Introduction
1 Introduction
2
LUNCH
2
3
Total 10:00
Note: Reading the Case Study
Remark:
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Note: Personal Study Recommendation for Students
Remark:
Day2 Operational Support and Analysis Unit Subject Start End Total Time
(in hours)
3
4
LUNCH
4
Total 10:00
Day3 Operational Support and Analysis Unit Subject Start End Total Time
(in hours)
LUNCH
Total 10:00
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Day4 Operational Support and Analysis Unit Subject Start End Total Time
(in hours)
8
LUNCH
8
9
Total 10:00
Day5 Operational Support and Analysis Unit Subject Start End Total Time
(in hours)
9
LUNCH
Total 06:30
TOTAL CONTACT HOURS 36 hours
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Course Agenda
ITIL Intermediate Expert Program Course
Day3 Operational Support and Analysis *All times in hours
Unit Subject Start End Time*
Course Introduction
1 Introduction (incl. 15-min RECAP)
2 (incl. 30-min RECAP)
TOTAL 05:00
Total - (less lunch & homework) 04:00
Day4 Operational Support and Analysis *All times in hours
Unit Subject Start End Time*
3 (incl. 30-min RECAP)
4 (incl. 30-min RECAP)
LUNCH
4
(incl. 30-min RECAP)
TOTAL 10:00Total - (less lunch & homework) 08:00
Day5 Operational Support and Analysis *All times in hours
Unit Subject Start End Time*
(incl. 15-min RECAP)
(incl. 15-min RECAP)
8 (incl. 15-min RECAP)
LUNCH
8 (incl. 15-min RECAP)
9 (incl. 15-min RECAP)
TOTAL 10:00
Total - (less lunch & homework) 08:00
TOTAL CONTACT HOURS 20hours
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Course Agenda
ITIL Intermediate Classroom Blended Course
Day1 Operational Support and Analysis *All times in hours
Unit Subject Start End Time*
Course Introduction
1 Introduction (incl. 15-min RECAP)
2 (incl. 30-min RECAP)
LUNCH
3 (incl. 60-min RECAP)
TOTAL 09:30
Total - (less lunch & homework) 07:30
Day2 Operational Support and Analysis *All times in hours
Unit Subject Start End Time*
4 (incl. 30-min RECAP)
(incl. 60-min RECAP)
LUNCH
TOTAL 09:30
Total - (less lunch & homework) 07:30
Day3 Operational Support and Analysis *All times in hours
Unit Subject Start End Time*
(incl. 15-min RECAP)
(incl. 15-min RECAP)
LUNCH
8 (incl. 15-min RECAP)
9 (incl. 15-min RECAP)
TOTAL 09:30Total - (less lunch & homework) 07:30
TOTAL CONTACT HOURS22:30hours
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Course Agenda
ITIL Intermediate Virtual Classroom Blended Course
Day1 Operational Support and Analysis *All times in hours
Unit Subject Start End Time*
Course Introduction
1 Introduction (incl. 15-min RECAP)2 (incl. 30-min RECAP)
LUNCH
3 (incl. 60-min RECAP)
TOTAL 09:30
Total - (less lunch & homework) 07:30
Day2 Operational Support and Analysis *All times in hours
Unit Subject Start End Time*
4 (incl. 30-min RECAP)
(incl. 60-min RECAP) LUNCH
TOTAL 09:30
Total - (less lunch & homework) 07:30
Day3 Operational Support and Analysis *All times in hours
Unit Subject Start End Time*
(incl. 15-min RECAP)(incl. 15-min RECAP)
LUNCH
8 (incl. 15-min RECAP)9 (incl. 15-min RECAP)
TOTAL 09:30Total - (less lunch & homework) 07:30
TOTAL CONTACT HOURS22:30hours
Each Cup represents one break.
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Unit1Introduction
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1.1 BUSINESS VALUE OF OSA ACTIVITIESThere is no activity for this topic.
1.2 SCOPE OF THE PROCESSThere is no activity for this topic.
1.3 CONTEXT OF OSA ACTIVITIES WITHIN THE SERVICE LIFECYCLEThere is no activity for this topic.
1.4 SUPPORT OF OSA ACTIVITIES FOR THE SERVICE LIFECYCLEThere is no activity for this topic.
1.5 OPTIMIZING SERVICE OPERATION PERFORMANCEThere is no activity for this topic.
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Unit2Event Management
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2.1 PURPOSE AND OBJECTIVESThere is no activity for this topic.
2.2 SCOPE OF THE PROCESSThere is no activity for this topic.
2.3 BUSINESS VALUE OF THE PROCESSThere is no activity for this topic.
2.4 POLICIES, PRINCIPLES, AND BASIC CONCEPTSThere is no activity for this topic.
2.5 DESIGNING FOR EVENT MANAGEMENTThere is no activity for this topic.
2.6 USE OF EVENT RULE SETS AND CORRELATION ENGINESThere is no activity for this topic.
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2.7 PROCESS ACTIVITIES, METHODS, AND TECHNIQUES
ActivityQ1. Complete the activities in the Event Management process diagram.
The Event Management processSam
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2.7.1 EVENT OCCURRENCE, EVENT NOTIFICATION, AND EVENT DETECTION There is no activity for this topic.
2.7.2 EVENT CORRELATION, FILTERING, AND SIGNIFICANCE There is no activity for this topic.
2.7.3 RESPONSES TO EVENTS
Scenario-Based ActivityQ1. Identify possible, meaningful Events that might occur with the kiosks. There should be both IT
and non-IT events.
Write your answers in the space provided.
Answer:
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Q2. Classify the Events and identify possible responses.
Write your answers in the space provided.
Answer:
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2.7.4 REVIEW ACTIONS AND CLOSE EVENTThere is no activity for this topic.
2.8 TRIGGERS, INPUTS, OUTPUTS, AND PROCESS INTERFACESThere is no activity for this topic.
2.9 INFORMATION MANAGEMENTThere is no activity for this topic.
2.10 PROCESS MEASUREMENT
Scenario-Based ActivityQ1. Describe what you would measure to determine the success of the Event Management process
for the kiosk. For each measurement, specify which metric determines value.
Write your answer in the space provided.
Answer:
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2.11 CSI REFERENCES WITHIN THE CONTEXT OF EVENT MANAGEMENTThere is no activity for this topic.
2.12 CHALLENGES AND RISKSThere is no activity for this topic.
2.13 GROUP/INDIVIDUAL EXERCISE
Scenario-Based ActivityQ1. You are responsible for designing and implementing Event Management for the new self-service
kiosks. Discuss how it should support the entire Lifecycle. Try to incorporate examples of both infrastructure and non-IT Events into the discussion.
Write your answers in the space provided.
Answer:
Service Strategy:
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