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ITIL® Operational Support And Analysis (ITIL®-OSA)

This 5-day course is designed to provide in-depth knowledge and understanding on Industry practices usually applied in service management as per the documented ITIL® Service Lifecycle core publications.

Virtual

Learning Style

Intermediate

Difficulty

5 Days

Course Duration

Course Info

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Certificate

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This 5-day course is designed to provide in-depth knowledge and understanding on Industry practices usually applied in service management as per the documented ITIL® Service Lifecycle core publications.

Course Information

About the course:

While the course along with its exam are free standing, it is also considered to be a part of the ITIL® intermediate capability stream. The course is of 4 credits and is one of the credentials that allow students to eventually opt for the ITIL® Expert Certificate in IT Service Management.

The exam comprises of eight, complex MCQs (multiple choice questions) which are based on different unique scenarios, which need to be completed within 90 minutes. Once the course is complete, then the student needs to take the exam and clear it. Those who clear the exam will be able to obtain the ITIL® Intermediate Qualification: Operational Support and Analysis Certificate.

The course follows the accredited course syllabus as well as the certification process. It consists of practices exercises, tutorials, and exam practices, and is a trainer taught course.

Course Objectives:

This course helps the students in applying the OSA practices in resolving and supporting the service management lifecycle, especially in the following key ITIL® roles, processes, and function areas.

  • Incident management

  • Problem management

  • Event management

  • Access management

  • Application management

  • Technical management

  • IT operations management

  • Service desk

  • Request fulfillment

  • Technology and implementation considerations

Audience:

  • The course is intended to be undertaken by those who need in-depth knowledge and understanding of ITIL® Certificate in OSA processes and how these can be made use of for improving the quality of the service support provided by IT within an organization. Additionally, those IT Professionals, working in an organization that has adopted the adapted ITIL® and thus, needs to have information about while playing a part in contributing to the continuous service improvement program. It can also be undertaken by those who might be part of the operational staff, responsible for the incident management, event management, problem management, request fulfillment, access management, technical management, service desk, application management, and IT operations management, and thus, wish to upgrade their skill set. In addition, the certification can be opted for by those professional who have cleared and obtain the ITIL® Foundation Certificate in IT Service Management and want to clear the advanced level certifications. And those professionals who wish to attain the ITIL® Expert Certificate in IT Service Management and must complete this certification as a pre-requisite.
  • Pre-requisites:

    The student opting for this certification must;

    • Have acquired the ITIL® Foundation Certificate in IT Service Management (or equivalent) as it needs to be submitted in document form at the time of admission.

    • Attend a training course having the relevant accreditation

    • Be familiar with IT terminologies as well as service offerings and agreements relevant to their business. Additionally, they should have practical experience of working with a service provides in the capacity of a service manager, while being responsible for one of the aforementioned processes and functions.

    Course Outline

    Practice Certification Exam

    Coming Soon

    More Information

    More Information
    Brand ITIL®
    Subjects IT Ops & Management
    Lab Access No
    Technology ITIL®
    Learning Style Virtual Classroom
    Difficulty Intermediate
    Course Duration 5 Days
    Language English
    VPA Discount VPA Discount

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    Frequently Asked Questions

    FAQ's

    Frequently Asked Questions About Virtual Instructor-Led Courses

    I can't connect to my class, what are my options?

    The link to the class is available upon logging in to your dashboard. If you are unable to see it, please contact our support team at 1-855-800-8240 and they will be happy to provide you the direct link via email or the dial in number.


    I can't make it to attend to class. Can I reschedule?

    Yes, you can reschedule your class. Please contact your Sales representative and they will arrange this for you. If you forgot his/her name, feel free to contact our support team at support@quickstart.com or 1-855-800-8240.


    Will I get my certificate upon completion?

    Yes. Upon completion of the course, it will be available on your course as a Trophy Icon for you to download. If you do not see this, you will need to contact support@quickstart.com with the following details so they can email you the certificate: Class Name, Class Date, Account Rep, and Your Email.


    I cannot connect to my lab. Help!

    Your Lab is accessible on the bottom part of your course. You will see a button that says "LAB". Just click it to launch the lab. Please note that some classes don’t need/require a LAB. You can verify with our support team by calling them at 1-855-800-8240 or by email at support@quickstart.com. You can also check with your Instructor or the Associate Instructor if your class includes one.


    What is my access code for Skillpipe?

    A. Not all of the classes have or require Skillpipe. If your class includes one, please check your email as you should have received one from noreply@skillpipe.com. In case you do not find it in your inbox, please check the Spam / Junk folder. For any further assistance, you can call the support at 1-855-800-8240 or contact them via email at support@quickstart.com.


    I don't have audio. I can't hear the instructor.

    Make sure you are using a compatible headset for your laptop or computer. If you don’t have a headset, you can use the built-in speaker of your laptop. Otherwise, you can use the dial in option by calling the dial in number provided in the class joining email. You may also contact support team for the dial in numbers associated for your training at 1-855-800-8240 or contact them via email at support@quickstart.com.


    How can I reach student support?

    Support can be reach via phone at 1855-800-8240; via email at support@quickstart.com or via chat support through the chat button on our website. Please note that support office hours will be from 8am-5pm CST Monday to Friday. Any concerns after office hours will be attended the following business day.

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