ITIL® Intermediate OSA Course + Certification
ITIL® Operational Support and Analysis (OSA) module is one of the certifications in the ITIL® Service Management Capability stream. This certification reflects the ability of the holder to apply OSA activities and processes to achieve organizational excellence. The OSA certification is mainly based on the best practice guidance contained in the ITIL® Service Operation publication.This workshop has been designed to give you thorough help in attempting the exam and gaining the skills needed to manage the everyday operation of IT services by implementing the ITIL® processes that will help you deliver and support services to customers. Enroll today and gain the core skills needed to improve service management processes. Besides being a free standing qualification, ITIL® OSA is also one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.
Enroll now and enhance your competence and knowledge in IT services management.
- The value to the business of OSA activities
- How OSA activities support the service lifecycle
- Optimizing service operation performance
- How the processes in OSA interact with other service lifecycle processes
- How to use the OSA processes, activities and functions to achieve operational excellence
- How to measure OSA
- The importance of IT security and its contributions to OSA
- Understanding the technology and implementation considerations surrounding OSA
- The challenges, critical success factors (CSFs) and risks associated with OSA
- Specific emphasis on the service operation lifecycle processes and roles included in the below points
- Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service
- Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
- Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
- Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
- Access management, which grants authorized users the right to use a service while preventing access to non-authorized users
- Operational activities of processes covered in other lifecycle stages
- Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management
What you will learn:
The ITIL® credit system maps out the route to achieving the ITIL® Expert certification:
Details:
- The value to the business of OSA activities
- The lifecycle within the OSA context
- Optimizing service operation performance
- The event management process inclusive of its design strategy, components, activities 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
- The incident management process inclusive of its components, activities 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
- The request fulfilment process inclusive of its components, activities 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 request fulfilment within OSA practices
- The benefits and business value that can be gained from request fulfilment as related to OSA
- The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities 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
- The end-to-end process flow for access management process inclusive of components, activities 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 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.
- 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 roles within each OSA process and generic roles
- The benefits and business value that can be gained from functions as related to OSA.
- 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
Introduction to operational support and analysis
Event management
Incident management
Request fulfilment
Problem management
Access management
The service desk
Functions and roles
Technology and implementation considerations
- Candidates are required to have (in their possession) and upload the following under their profile on the Peoplecert website:
- ITIL Foundation Certificate (version does not matter).
- Course Completion Certificate for ITIL® Intermediate Operational Support and Analysis (OSA) Training.
- IT professionals
- Business managers
- Business process owners
- Project managers
- ITSM managers
- IT professionals in digital
- IT professionals in product
- IT professionals in development
- IT professionals in service
- ITIL Foundation Certificate Holders
- 90 minute ‘closed book’
- Eight multiple choice, scenario-based questions
- Pass mark is 70% (28/40)
In order to achieve ITIL® Intermediate Operational Support and Analysis (OSA), candidates must appear for the exam and gain 70% pass mark.
The Exam:
Our Pass Guarantee is our commitment to you. If you take our course and don't pass the ITIL® Intermediate Operational Support and Analysis (OSA) exam on your first try, then you may continue to attend any of our public PMP Boot Camp classes for FREE until you pass. It's that simple.
Course Details:
- Self Paced Course: Total 6 Chapters, 37 Videos and 5 Case study.
- Study Material: Study Guides, Chapter tests, Podcasts, Terms and Concepts for All the Chapters, Case Studies and White Papers.
- Complete the course in your own pace in 9 days and take the exam.
- Simulated Practice Test: 40 Questions, 1 Hours.
- ITIL® Intermediate Operational Support and Analysis (OSA) Certification Exam Voucher Included in our fees.
- Course + Certification Exam Fees: US$899
Discounts available on group (in-house) training.
Email us at [email protected] to start the certification course.
Happy learning!
Schedules
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