ITIL Intermediate – Operational Support and Analysis (OSA): Combating chaos

27 Aug 2019 11:50 AM

Blog posted by: Nargiza Suleymanova – ITSM consultant, Service Delivery Manager, 23 August 2019.

IT service manager in server room looking at data on laptop

For any operational department it’s obligatory to have processes and an approach to things – otherwise it would all be chaos!

In my view, if you don’t adopt and adapt knowledge from one of the IT operational approaches such as the ITIL® Intermediate module, Operational Support and Analysis (OSA), IT will end up being super busy, fighting fires with nobody being very happy, especially users.

What you must remember is that users – in their relationship with IT – are not dealing with design or strategy, it’s with operations. And if you can’t support services or products, all the other stages of the ITIL lifecycle have been wasted.

Therefore, OSA provides a very good set of processes and functions which are strongly interconnected: incident management, request fulfilment, event management and problem management, for example, are so important when delivering IT services.

OSA – at the sharp end of IT

You might design a great IT service and create a smooth transition, but you never know what to expect when the service then becomes the responsibility of operations; the reality of managing a live service is much more complicated and you can’t predict everything that can happen.

So, with OSA, you are enabled to develop different approaches to solve a range of issues and problems.

It sounds obvious, but if you don’t support your organization’s IT services how can you deliver value to customers and users? Operational support directly relates to business requirements and this provides the one chance you’ve got to prove that the other parts of the lifecycle have worked – and that the customer can enjoy the results of effective design and transition.

OSA – a career choice

As an ITIL Expert, studying and certifying in OSA helped me develop many techniques for problem management, to the point where I actually love problem management! In fact, I’d been in an operations role for many years already and didn’t know how to handle those problems before.

I’ve also valued its interconnection with other parts of the ITIL lifecycle, so I better understand the place of operations in IT – following the path from strategy, design, transition and then into operations.

As well as learning from a training course and exam, studying with other people means you have the opportunity to meet other brilliant practitioners who have similar issues and problems in their industries. It’s a great chance to discuss the different challenges and learn from each other.

Thankfully, in the companies where I’ve worked the management has put a lot of effort and investment into IT operations as they understood the reality of supporting IT services. And this is something that should be taken more seriously across all organizations.

Read more Blog Posts in our series covering the ITIL Intermediate modules

ITIL Intermediate: Planning, Protection and Optimization (PPO)

ITIL Intermediate: Service Transition – making IT change less painful

ITIL Intermediate: Service Strategy – towards better business and customer outcomes

ITIL Intermediate v3 Service Operation – keeping the lights on

ITIL Intermediate v3: Service Design – enabling value creation

ITIL Intermediate – Service Offerings and Agreements (SOA)

ITIL Intermediate: Release, control, validation – many happy releases

ITIL Intermediate: a pathway to ITIL 4 – Continual Service Improvement