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ITIL Inter - Operational Support & Analysis

The ITIL Operational Support & Analysis (OSA) course is one of the four modules that make up the ITIL Intermediate "capability stream".

Successful completion of the course and exam provides delegates with a Certificate in its own right and 4 ITIL credits towards the ITIL Expert qualification.

The OSA certificate 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 & 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

The main focus of the course is covered by the Service Operation volume of the IT Infrastructure Library.

The course is comprised of lecture sessions, facilitated assignments and exercises and a practice examination.

Target Audience

The program is targeted at IT Professionals, Business Managers and Business Process Owners.

It is particularly suited to operational staff involved in Incident Management, Problem Management, and Service Desk who wish to enhance their role-based capabilities.

 

Bundle Offer   ITIL Expert Bundles from £1,995 - More Details

 

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Learning Objectives

Succesful Delegates will understand:

  • Principles, Purpose and Objective of Operational Support & Analysis 
  • The importance of ITIL Operational Support & Analysis (OS&A) 
  • How Processes within OS&A interact with other Service Lifecycle Processes
  • The processes, activities methods and functions used
  • How to achieve operational excellence 
  • How to measure ITIL Operational Support & Analysis
  • Technology and implementation considerations
  • Challenges, critical success factors and risks 

Pre-Requisites

ITIL Foundation Certificate in IT Service Management (V3 or 2011 versions)

Basic IT literacy and 2 years' IT experience are recommended.

Success on the course will be enhanced by candidates spending at least 12 hours reviewing their ITIL Foundation material prior to attending one of the ITIL Intermediate 'capability' courses

Course Content

Introduction to operational support and analysis
The value to the business of OSA activities
The ITIL lifecycle within the OSA context
The scope of OSA processes and functions
Optimizing service operation performance

Event management
Design, strategy, components, activities, roles and operation
How it is used to ensure service quality within OSA
The benefits and business value from event management

Incident management
Design, strategy, components, activities, roles and operation
The metrics that would be used to support incident management
The benefits and business value from incident management

Request fulfilment
Design, strategy, components, activities, roles and operation
The metrics that would be used to support request fulfilment
The benefits and business value from request fulfilment

Problem management
The end-to-end process flow for problem management inclusive of design strategy, components & activities
The metrics that would be used to support problem management
The benefits and business value from problem management

Access management
The end-to-end process flow for access management process inclusive of design strategy, components & activities
The metrics that would be used to support access management
The benefits and business value 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
The service desk validation components and activities (eg service desk role, organizational structures, challenges, & issues)
The metrics that would be used to support the service desk function

Functions
The end-to-end process flow for OSA functions (ie technical management, IT operations management, and applications management)
The benefits and business value from OSA functions

Technology and implementation considerations
Technology requirements for effective OSA for process implementation
Best practices to alleviate challenges and risks when implementing service management technologies

Exams & Certification

ITIL Capability Certificate in Operational Support & Analysis

The exam is taken on the final day of the course:

Format:   8 multiple choice, scenario based, gradient scored questions
Duration:   90 minutes
Open Book:   No
Pass Mark:   28/40 or 70%

Successful candidates are awarded 4 ITIL Credits which contribute towards achievement of ITIL Expert

One Month
Two Months
Three Months
More than Three Months
PRINCE2 Foundation & Practitioner
MSP Foundation & Practitioner
APMP Certificate
ITIL Foundation
Scrum in One Day
Certified ScrumMaster
ISTQB Software Test Foundation
Microsoft Project
BCS Business Analysis Practice
Other - Please Specify Below

Online Courses

You may prefer an online course if you are looking for a flexible and cost-effective solution. Online courses allow you to study at your own pace, at a time that suits you.

We have the following eLearning options available:

Virtual Classroom

Virtual classrooms provide all the benefits of attending a classroom course without the need to arrange travel and accomodation. Please note that virtual courses are attended in real-time, commencing on a specified date.

Virtual Course Dates

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