ITIL Intermediate: Operational Support and Analysis

    

Summary:
The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate, although a stand alone qualification, yet 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 ITIL Certificate in Service Offerings and Agreements is intended to enable the course participants to apply the ITIL best practices during the Service Management Lifecycle. The course approach combines theoretical and hands-on knowledge transfer, including individual and group practical exercises.

The ITIL Certificate in Operational Support and Analysis (OSA) is intended to enable the course participants to apply the ITIL best practices during the Service Management Lifecycle. This program is offered over a 5-day period and includes approximately 35 hours of student-instructor interaction; a 1.5 hours formal certification exam on the afternoon of the fifth day, or the following week. The Minimum number of students per session is 6 where the maximum is 18.

The course approach combines theoretical and hands-on knowledge transfer, including individual and group practical exercises.

Note

The success in achieving this certification is highly dependent upon participants' effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that:

The exam is scheduled one week to maximum two weeks after the training to allow sufficient time for preparation.
Course participants purchase the appropriate OGC publication to complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance, in particular Service Strategy and Service, Service Design and Service Transition publications

Duration

This program is offered over a 5-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18.

This five (5) days classroom training course with examination held on the afternoon of the 5th day is accredited by both LCS and EXIN examinations institutes.
The course includes approximately 30 hours of student-instructor interaction, a sample and a formal examination.
The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more - 28 or more correct answers.

Delivery Methods

- Instructor led Classroom based
- Virtual Web based

Duration:
5 Days/Lecture & Lab

Audience:
The target group of the ITIL Expert Qualification Operational Support and Analysis (OSA) is:

-Individuals who require a deep understanding of ITSM/ITIL Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
-IT professionals that are working within an organization that has adopted and adapted ITIL who need to contribute to an ongoing service improvement program
-Operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment 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.

Topics:

• Introduction
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Service Desk
• Functions
• Technology and Implementation considerations
• Summary, Exam Preparation and Directed Studies

Prerequisites:
Individuals who have attained and have a proof of one of the following certifications:
-V3 ITIL Foundation certificate in Service Management; OR
-V2 Foundation plus the V3 Foundation Bridge certificate;

It is also strongly recommended that course participants:
-Possess 2 to 4 years professional experience working in IT Service Management
-Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
-Event Management Process
-Incident Management Process
-Request Fulfillment Process
-Problem Management Process
-Access Management Process
-Service Desk -Technical Management
-IT Operations Management -Application Management





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Last Update: February 7, 2012