ITIL® 2011 Edition OSA: Introduction to Functions

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.

ITIL Foundation Certificate in IT Service Management

Expected Duration
150 minutes

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.


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Technical Management Function

  • 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

IT Operations Management Function

  • 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





Multi-license discounts available for Annual and Monthly subscriptions.