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| ITIL® V3 Capability Course (OSA) - Operational Support and Analysis |
| Course Number: ITIL-OSA |
| Category: Business Skills |
| Duration: 5.00 days |
Description
To implement new services in a controlled and cost-effective manner, IT departments must successfully optimize their Operational Support and Analysis (OSA) best practices. This five (5) day certification course provides in-depth knowledge of the ITIL® Operational Support and Analysis (OSA) areas: Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management.
Target Audience
The primary audience is IT operational staff and management requiring deep knowledge of, or involved in, Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management
Certifications
Successfully passing the 90 minute exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® Intermediate Certificate in Operational Support and Analysis. This class earns four (4) credits of the 22 required to achieve the ITIL Expert™ certification.
Objectives
- Service Operation Principals; Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management
- Processes across the Service Lifecycle pertaining to Operational Support and Analysis
- Operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management, Financial Management for IT services, and IT Service Continuity Management
- Common Service Operation activities related to Service Operation and Support
- Service Operations and Support Service Operation roles and responsibilities
- Technology and Implementation Considerations
- Challenges, Critical Success Factors, and Risks
Prerequisites
- The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course
- Two (2) to four (4) years professional experience with service management
- Learners must complete at least 12 hours of personal study - ideally, candidates should have read the pertinent areas of the ITIL® publications and in particular the Service Operation publication.
Outline
Embedded into the OSA course is our unique virtualization, Living the Lifecycle®. Woven through all of ITIL® V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL® concepts
- Apply concepts to a neutral, real world situation
- Learn different perspectives
- Reinforce examinable concepts