Operational Support and Analysis (OSA) Course

OVERVIEW

The ITIL V3 Operational Support and Analysis instructor-led training course covers the practical aspects of the ITIL v3 Service Lifecycle processes and service delivery. The training is delivered in a practical, hands-on learning environment and using a case study-based approach. It is used to train and prepare attendees for the certification exam at the end of the course. At the end of the course there is a ninety-minute (90) scenario-based certification examination. Passing this examination leads to the certificate in Operational Support and Analysis (OSA).

The course presents methods and approaches for various operational-level activities including:

• Event Management
• Incident Management
• Request Fulfillment
• Access Management
• Problem Management
• Service Desk
• Technical Management
• IT Operations Management
• Application Management

CLASSROOM INSTRUCTOR-LED COURSE

Registration Fee: $2,850                        Duration: 5 Days

The per-student registration fee for this classroom session includes:

• 5 days of instructor-led training and exercises
• Course manual
• Exam preparation: in-class mock exams
• Certification exam: 90 minute, multi-part, scenario-based, multiple choice questions

Complete this Booking Form and enter your specific dates for on-site training – minimum of 8 participants. Once the form is received the Training Registrar will contact you to complete the process.

ONLINE SELF-PACED COURSE

Complete this Booking Form to register for the online self-paced training and return it to us. The Training Registrar will contact you to complete the process.

CREDITS EARNED

• 4     ITIL@ Points
• 30   PDU Credits
• 3    College Credits

CURRICULUM

• Service Operation Principles
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
• Processes across the Service Lifecycle relating to Operational Support and Analysis
• Operational activities of processes covered in other lifecycle phases such as:
  • Change Management
  • Configuration Management
  • Release and Deployment Management
  • Capacity Management
  • Availability Management
  • Knowledge Management
  • Financial Management for IT services
  • IT Service Continuity Management
• Common Service Operation activities related to Service Operation and Support
• Roles and responsibilities within Service Operations and Support Service Operation
• Technology and its Implementation Considerations
• Challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis

PREREQUISITES

The ITIL v3 Foundation Certification in IT Service Management – obtained through ITIL v3 Foundation course or Foundation Bridge Course

WHO SHOULD ATTEND

• CIOs, CTOs, managers, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategic activities within the Service Lifecycle
• Professionals responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
• Individuals seeking the ITIL Expert™ in IT Service Management for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert™ is a prerequisite