ITIL Intermediate Operational Support and Analysis

Duration: 
5 days
Codes: 
995,ITIL
Versions: 
NULL

Overview

The ITIL Certificate in Operational Support and Analysis (OSA) course is one of the four courses that fit into the capability stream for ITIL certification.

This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.

The Operational Support and Analysis Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • The Service Desk
  • Technical Management
  • IT Operations Management

Please be aware, this course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.

The main focus of the course is covered by the Service Operation volume of the IT Infrastructure Library (ITIL). The core volume of Service Operation provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle for carrying out those processes which contribute to the optimisation of the services provided.

Target Audience

  • individuals who have attained the ITIL Foundation certificate in Service Management, certificate and who wish to advance to higher level ITIL certifications
  • individuals who require a practical understanding of the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service within an organisation
  • operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management and the Service Desk, Technical Management, IT Operations Management and Application functions who wish to enhance their role-based capabilities

Exam information:

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%).

For Published Best Practice ITIL Glossaries from Axelos please click here.

Audience

The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to: IT professionals, Business managers, Business process owners, Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it 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 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 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; Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Skills Gained

You Will Learn How To You Will Learn How To

  • Prepare for and pass the ITIL Operational Support and Analysis (OSA) exam
  • Outline key activities for ITIL OSA processes
  • Achieve operational excellence by applying ITIL OSA processes
  • Verify the success of OSA by evaluating challenges, critical success factors, and risks

Prerequisites

Important Course Information Important Course Information Requirements: Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL Foundation Certification)

Must hold the ITIL Foundation Certificate (see Course 1197 Course 1197 , Achieving ITIL Foundation Certification) Recommended Experience: Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Basic IT literacy and around two years of IT experience Course Preparation: Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Operational Support and Analysis ITIL Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study

You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials

You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials Exam Information: Exam Information:

  • The ITIL Operational Support and Analysis exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
  • Achieving the ITIL Intermediate Qualification: Operational Support and Analysis certificate provides four credits toward your ITIL Expert certification
All-Inclusive

— ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • ITIL course attendees that would like to retake their ITIL exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

The ITIL Intermediate Qualification: The 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 Certificate in IT Service Management. 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.

  • Introduction to operational support and analysis:
  • The value to the business of OSA activities
  • The lifecycle within the OSA context
  • The scope of OSA processes and functions
  • Optimizing service operation performance.
  • Event management:
  • The event management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
  • The benefits and business value that can be gained from event management
  • Incident management:
  • The incident management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • The measurement model and the metrics that would be used to support incident management within OSA practices
  • The benefits and business value that can be gained from incident management
  • Request fulfilment:
  • The request fulfilment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • The benefits and business value that can be gained from request fulfilment as related to OSA
  • Problem management:
  • The end-to-end process flow for problem management inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support problem management within OSA practices
  • The benefits and business value that can be gained from problem management
  • Access management:
  • The end-to-end process flow for access management process inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support access management within OSA practices
  • The benefits and business value that can be gained from access management as related to OSA.
  • The service desk:
  • The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases
  • The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
  • A measurement model and the metrics that would be used to support the service desk function within OSA practices.
  • Functions:
  • The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • The benefits and business value that can be gained from functions as related to OSA.
  • Technology and implementation considerations:
  • Technology requirements for service management tools and where/how they would be used within OSA for process implementation
  • What best practices should be used in order to alleviate challenges and risks when implementing service management technologies.

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Exam

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%).

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

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