© The Art of Service Pty Ltd 2009 ‘All of the information in this document is subject to copyright.
No part of this toolkit may in any form or by any means (whether electronic or mechanical or otherwise) be copied, reproduced, transmitted or provided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.’ Introduction Many organizations are looking to implement the ITIL processes as a way to improve the structure and quality of the business. The ITIL version 3 qualification scheme has been incredibly popular since its launch in 2007.
In particular, the Intermediate Capability programs that focus on the practical side of process implementation, management, maintenance and reporting, in four specific areas of IT Service Management; Service Offerings & Agreements (SOA) Planning Protection & Optimization (PPO) Release Control & Validation (RCV) Operational Support & Analysis — The Operational Support and Analysis (OSA) Capability cluster enables IT organizations to deliver and support IT services, on a day-to-day basis.
The focus is on effectively monitoring events, and responding to user requests, minimizing the impact of incidents, and identifying and proactively resolving underlying problems. Practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines. It provides in-depth knowledge of the ITIL® OSA areas: Event Management, Incident Management, Request Management, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management. The purpose of OSA is to obtain knowledge of ITIL terminology, process structure, roles, functions and activities that will enable role-focused capability and competency in support of the Service Lifecycle approach as described in ITIL. This document describes the contents of the Operational Support and Analysis Toolkit.
The information found within the toolkit is based on the ITIL Version 3 framework, focusing on the processes found with the OSA Capability cluster. The toolkit is designed to answer a lot of the questions centered around these processes and to provide you with useful guides and user-friendly templates. There are also bonus additional resources that will enable you to improve your current policies, procedures and process maturity. The toolkit serves to act as a starting point.
It will give you a clear path to travel.
It is designed to be a valuable source of information and activity. There are a total of 58 documents in this toolkit: They are broken up in to four main folders.
Within each of the folders, there are documents that can be used in the education, assessment, implementation and management of the specific process areas. There are a variety of document styles found within this toolkit such as PowerPoint presentations (6), Word Documents (44), PDF’s (4) and Excel documents (4). — Technology Considerations Service Knowledge Management System Roles and Responsibilities Problem Management – Process Manager Problem Management Reports KPIs other metrics Implementation Plan & Project Plan Problem Management Review Document Problem Management Process Flow Folder 3: Access Management, Event Management, Request Fulfillment. These three Service Operation processes are new additions to the ITIL Version 3 Framework.
Each of the activities required by these three process areas are carried out by the Service Operation Functions, predominantly the Service Desk.
You will find detailed information with regards to the Service Operation Functions, specifically the Service Desk in the ‘Functions’ folder, within this toolkit.
This folder provides a detailed presentation that covers all the essentails of these processes, includin all the terminology and activities.
The supporting documents provide information on roles and responsibilities, mindmaps and implementation plans. Below is an itemized list of the documents. Folder 3 Documents: Access Management ITILV3 Presentation Event Management ITILV3 Presentation Request Fulfillment ITILV3 Presentation Business Justification Document Communciation Plan Implementation Plan_Project Plan Technology Considerations The Event Management Process Event, Access, Request Fulfilment Management – Roles & Responsibilities Event, Access, Request Fulfilment Team
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