More and more organizations are looking to ITIL® to develop the best practices needed to run effectively and efficiently. The service desk or help desk is one of the primary points of contact for most IT professionals to connect with end users. Operational Support and Analysis (OSA) provides a framework for IT pros to improve their quality of service.
We connected with Chris and asked him about his newest course.
Q: Why should companies train their IT professionals in ITIL® – OSA? What value does it bring?
No matter what type of service you offer in the area of IT, ITIL® is one of the best frameworks in the world to help keep your company “service-centric” and supply the best services to your customers. It’s also important to understand the value of IT in bringing those services to your customers. What is the demand? How well are you situated to handle the delivery of the services? How do you track incidents and solve problems? ITIL® provides processes that will assist you in being the best at what you do.
Q: From a learner perspective, what did you keep in mind when creating this course?
This course is based upon ITIL’s® syllabus for passing the Intermediate Capability exam for Operational Support and Analysis. When putting together these videos, I placed myself in the shoes of the potential exam taker, and, based on my experience in passing the exam, structured the training to help them understand what they need to pass, as well as what they need to do in their day-to-day job roles.
Q: Any out-of-the-box tips for learners to get the most out of your course?
The best tip is to go through the course once and take a bunch of notes. Then learners should try one of the sample exam papers to see what the exam is like and give them an idea of where to concentrate their studies. Follow up with a second review of the course and read the supplemental materials. Really study the sample exams as they are written by the same folks that write the actual exam. This gives you a feel for their writing style and focus.
Q: What’s one real-world application someone can expect to use, thanks to this course?
One of the best real-world applications will be to ensure that you are filtering and categorizing your events and incidents together so that when the Problem Management team gets hold of the information, it will be easy to trace back to the root cause. Tagging is your best friend!
Q: What was your favorite Nugget to create?
All of them!!! Just kidding. I think it would be OSA Functions: Service Desk Hiring and Performance Measurement.
Q: What’s the one thing you hope learners take away from this training?
Learners should understand what it takes to deliver services and support services, and that it takes dedication and diligence to provide quality processes.
Hungry for more? Here’s a sample of Chris’ new course: