You can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:

• The value to the business of OSA activities

• How OSA activities support the service lifecycle

• Optimizing service operation performance

• How the processes in OSA interact with other service lifecycle processes

• How to measure OSA

• The importance of IT security and its contributions to OSA

• Understanding the technology and implementation considerations surrounding OSA

• The challenges, critical success factors (CSFs) and risks associated with OSA

 

Specific emphasis on the service operation lifecycle processes and roles included in:

• Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service

• Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels

• Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products

• Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented

• Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.

• Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.