ITIL^® Intermediate Qualification - Operational Support & Analysis (OSA)

The ITIL^® Intermediate Qualification - Operational Support & Analysis 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course is designed using an engaging case study-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

The main process and function focus areas of this course include:

• Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management

Course Details

This course has mandatory 30 contact hours as well as a recommendation of completing 12 hours of self study prior to the start of the course.

Class size minimum is 6 students, Class size maximum is 18 students.

Two official sample exams will be provided during the course.

The following link will take you to the official ITIL^® Operational Support & Analysis Qualification Syllabus:
ITIL Operational Support & Analysis Syllabus

Learning Objectives

At the end of this course, the learner will gain competencies in:

• Understanding the importance of Operational Support and Analysis in the context of the Service Lifecycle
• The processes, methods and common activities related to Operational Support and Analysis.
• The operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, etc.
• Organization, functions, roles and responsibilities of Service Operation and support.
• Technology and implementation considerations.
• Challenges, critical success factors and risks.

Prerequisites

Candidates must hold an ITIL^® Foundation Certificate or an ITIL^® Foundation Bridge Certificate.

Supporting Materials

Students receive a copy of the classroom presentation material, practice exams, homework and assignments.

Required Materials

Students are required to pre-read and bring to class the following ITIL^® Service Management Practices core lifecycle publications:

ITIL^® Service Operation - 2011 Edition
ISBN: 9780113313075

Students may find the following ITIL^® Service Management publications useful for additional study:

Operational Support & Analysis ITIL V3 Intermediate Capability Handbook
ISBN: 9780113312085