Course Schedule: | Toronto, ON | 11/01-11/05 |
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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.
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
Last Update: July 29, 2010
