ITIL v3 Operational Support Analysis Capability (OSA)

Duration: 5 day

Course Overview

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications. 

The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

Key Learning Outcomes

·          Service Management as a Practice 

·          Service Operation Principals

·          The Processes pertaining to Operational Support and Analysis across the Service Lifecycle 

·          Event Management

·          Incident Management

·          Request Fulfilment

·          Problem Management

·          Access Management

·          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

·          Organizing for Service Operation 

·          Service Operations and Support Service Operation roles and responsibilities

·          Technology and Implementation Considerations

·          Challenges, Critical Success Factors and Risks

Who Should Attend

·          For ITIL V3 Foundation or the V3 Foundation Bridge Certificate Holders

·          Individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organisation

·          IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme 

·          Operational staff involved in 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

·          This may include but is not limited to, IT professionals, business managers and business process owners