ITIL Operational Support And Analysis (ITIL-OSA)

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This is a five day course intended to provide, test and validate knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.
    • Learning Style
      Virtual Instructor-Led
    • Difficulty
      Beginner
    • Course Duration
      5 Days
This is a five day course intended to provide, test and validate knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.
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The course and associated examination are free-standing but also part of the ITIL intermediate capability stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 4 points.

The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the ITIL Intermediate Qualification: Operational Support and Analysis Certificate.

The qualification is free standing, but also counts as 4 credits towards the ITIL Expert Certification.

The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers' proven implementation track record.


Course Objectives

    The ITIL Certificate in Operational Support and Analysis (OSA) is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle and specifically in the following key ITIL process, role and function areas:

    • Event management
    • Incident management
    • Request fulfillment
    • Problem management
    • Access management
    • Service desk
    • Technical management
    • Application management
    • IT operations management
    • Technology and implementation considerations


    Audience

    • Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service support within an organization
    • IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programmer
    • Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
    • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
    • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules


    Prerequisites

    • Hold the ITIL Foundation Certificate in IT Service Management (or equivalent) which must be presented as documentary evidence to gain admission
    • Attend an accredited training course
    • It is recommended that candidates can demonstrate familiarity with IT terminology and understand Operational Support and Analysis within the context of their own business environment and have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the included process and functions.
More Information
Brand ITIL
Learning Style Virtual Instructor-Led
Difficulty Beginner
Course Duration 5 Days
Language English
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