ITIL OSA

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Hi guys, I'm jumping into the ITIL OSA course. Anyone else already doing or considering this course?
Let's get a thread going to discuss.

ITIL Foundations review

I didn't do my ITIL Foundations training here with Terry Decker, but I am impressed with his review. It was very compact, as it should be, but I saw new information there that I can't recall seeing before.
New to me is the formal definition of Stakeholders, the Service Asset in contrast to the Customer Asset, and the Process Model.
Also significant, that was not made apparent in my ITIL Foundations course is that the Supporting Service (not Business Facing service) has no SLA!). When we did our Service Definition exercise in work as part of developing our Service Catalogue I did find that was odd, because there is no business customer to define the needed Service Level Targets in the SLA.

Again, an excellent review by Terry.

Is anyone else looking at IT Pro TV to improve their ITIL?

I just completed the Incident Management video. New to me is the formal mention of the integration between Event Management and Incident Management. I figured some of this out during Foundations, but a couple of my assumptions were off.
Also interesting is the statement that the Service Desk should close the call / ticket. This is not how we do it in work. Maybe we need to revisit that practice. I can see Terry's point why it should be this way.

I wish there was a little more discussion about Major Incidents though.

The formalization of there being an Indicent Model is also very handy, and I look forward to seeing the other process models as I go through the course.

I guess I'll just keep shooting these discussion points into the breeze until someone else wants to join in

I just completed Problem Management. Where I work formal Problem Management is non-existent, but we do some of it in an informal way, so this topic is always of interest to me.

One main thing I noted from Terry's presentation here is he said that the step Problem Closure can result in the closure of (the outstanding) incidents. So question for you, future participant, does this mean that when the incidents are raised which are because of a problem in the environment, after the workaround is given to the users the incidents remain open until Problem Closure? This could mean a lot of open incidents for a long time on the service desk! Opinions here are welcome.

Also interesting in this module was the fact that Problem Management really can integrate / interact with all of the ITIL processes.

Using Critical Success Factors for exam preparedness

At the end of Incident Management, and again at the end of Problem Management Terry indicated that a self review of the Critical Success Factors and KPIs are good indication if you understand the module properly. The CSFs and KPIs should make sense to you. If they don't you are not ready.

The issue is, I don't see the CSFs and KPIs he is refering to available in the course download.
Does anyone know if there is a library of these available somewhere for ITIL processes?

@Richard-Bailey,
These are covered not so much in the Intermediate ITIL but in the foundations course. He makes a mention of this at some point during OSA, I can't remember exactly where.

Hey, thanks for the reply @Ronnie-Wong, I'll probably have to skim the Foundations course to see.

I just finised the Event Management episode. Very good information here. The only experience I had before was the ad-hoc things we do for Event Management (and monitoring).

Some key points for me:

• There are three specific event categories (set by ITIL)
• The Event Trigger is the response to the event
• Key to someting being an event is that it is logged somewhere
• Monitoring is not the same as Event Management

As with Incident and Problem management, the overall goal is the minimize disruption to the business.