ITIL® Intermediate - Capability Stream. Operational Support and Analysis (OSA)
Offerings in 2012
Regular Program (5-days, 8:00 AM to 4:00 PM)
Location Dates
Riyadh, KSA March 11 to 15
Regular Program (5-days, 9:30 AM to 5:30 PM)
Location Dates
Islamabad March 05 to 09

REGISTER ONLINE  or  CONTACT NEAREST CENTER

Introduction
The ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL® Service Lifecycle core publications.

The ITIL® Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle and specifically in the key ITIL® process, role and function areas including event management, incident management, request fulfillment, problem management, access management, service desk, technical management, IT operations management, and application management.

This 5-day training course is based on ITIL® 2011. It introduces and explores the implementation of PPO practices, as well as technology considerations. The contents will be covered in a practical, hands-on learning environment through the use of our quality course material and engaging scenario-based case studies.


Learning Objectives
Candidates should expect to gain competencies in the following areas after successful completion of the training:
  • The value to the business of OSA activities
  • The scope of OSA processes and functions
  • 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
  • ITIL® processes across the service lifecycle pertaining to the OSA curriculum
  • Organizing for service operation which describes functions to be performed within the service operation and support

Contents
  • Introduction and Overview
    • Review of concepts
    • Common definitions
    • The value to the business of OSA activities
    • The lifecycle within the OSA context
    • The scope of OSA processes and functions
    • Optimizing service operation performance.
    • Key roles and responsibilities

  • Event Management
    • Process flow
    • Design strategy & components
    • Activities, roles and operation
    • Organizational structure
    • Interfaces with other processes
    • Measurement model and the metrics
    • Roles and responsibilities
    • Benefits and business value

  • Incident Management
    • Process flow
    • Design strategy & components
    • Activities, roles and operation
    • Organizational structure
    • Interfaces with other processes
    • Measurement model and the metrics
    • Roles and responsibilities
    • Benefits and business value

  • Request Fulfillment
    • Process flow
    • Design strategy & components
    • Activities, roles and operation
    • Organizational structure
    • Interfaces with other processes
    • Measurement model and the metrics
    • Roles and responsibilities
    • Benefits and business value

  • Problem Management
    • Process flow
    • Design strategy & components
    • Activities, roles and operation
    • Organizational structure
    • Interfaces with other processes
    • Measurement model and the metrics
    • Roles and responsibilities
    • Benefits and business value

  • Access Management
    • Process flow
    • Design strategy & components
    • Activities, roles and operation
    • Organizational structure
    • Interfaces with other processes
    • Measurement model and the metrics
    • Roles and responsibilities
    • Benefits and business value

  • Service Desk
    • Process flow
    • Design strategy & components
    • Activities, roles and operation
    • Organizational structure
    • Interfaces with other processes
    • Challenges & Issues
    • Measurement model and the metrics
    • Roles and responsibilities
    • Benefits and business value

  • More Functions
    • Process flow for OSA functions
    • Design strategy & components
    • Activities, roles and operation
    • Organizational structure
    • Measurement model and the metrics
    • Roles and responsibilities
    • Benefits and business value

  • Technology & Implementation Considerations
    • Generic requirements and evaluation criteria
    • Special technology functions and features related to OSA
    • Good practices for process implementation
    • Determining the evaluation criteria for technology and process implementation
    • How to plan and implement service management tools
    • Challenges, critical success factors and risks
    • Considerations for planning and implementing Service Management technologies

Prerequisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Candidates who hold the following ITIL® qualifications are also eligible, and similar evidence will be required:
  • Earlier ITIL® (V2) Foundation plus Foundation Bridge
  • ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

    Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Operations publication.


    Eligibility for Examination
    To be eligible for the examination leading to the ITIL® Operational Support and Analysis Certificate, the candidate must fulfill the following requirements:
    • Undertake at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
    • 2 to 4 years professional experience working in IT service management is highly desirable
    • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications as mentioned above)
    • It is also recommended that candidates should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® Service Operations core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

    Recommended Participants
    Following participants are recommended to attend this training:
  • IT professionals
  • Business managers & process owners
  • Individuals who require a deep understanding of the ITIL® Certificate in the OSA
  • IT professionals working for adoption of ITIL® for ongoing service improvement
  • Operational staff involved in incident, problem, event, and request management
  • Staff at service desk
  • Individuals seeking the ITIL® Expert or Master Certificate


    Number of Participants
    Minimum Number of participants: 06
    Maximum Number of participants: 18


    Mock Exams
    Two mock examinations are part of this course. The mock exams aim to help participants in passing the certification exam.


    Certification Exam
    Business Beam Ltd. is an Accredited Training Organization (ATO) from LCS/APMG. We conduct authorized trainings and online certification examinations for our course participants.

    A 90-minute exam is scheduled on the last day of the course, consisting of eight (8) multiple choice, scenario-based, gradient scored questions. Candidates will be also be given a sample exam to prepare themselves.

    Candidates must achieve 70% marks (28 out of 40) to receive their certificate.


    Materials Provided
  • Course reference manual containing printed copies of presentation, notes and exercises
  • Mock examination papers
  • Course certificate
  • ITIL® OSA Certificate on passing the examination


    ITIL Credits Assigned
    After passing the examination, candidates will earn four (4) credits within the ITIL® Certification Scheme.


    PDUs Assigned
    Business Beam (Pvt.) Limited is a Global Registered Education Provider (REP) of the Project Management Institute (PMI), USA.

    This course qualifies for thirty five (35) Professional Development Units (PDUs) from the Project Management Institute (PMI), USA.


    Course Format
    The course uses a stimulating mix of instructions, exercises, workshops, discussions and an exam.


    Course Fee
    For GCC Countries : US $ 2,450 per participant (including online examination)
    Note: Fee can be paid in equivalent Saudi Riyals also.

    For Pakistan : US $ 1,045 per participant (including online examination)
    Note: Fee can be paid in equivalent Pakistani Rupees also.

    This course may also be offered by arrangement at customer sites. E-mail training@businessbeam.com or call +92-21-34559076, 34316494 for details.


    Questions about this Course?
    Please see our Frequently Asked Questions section for answers to some of the more common inquiries about Business Beam’s Executive Training Programme.


    Note: Mentioned details are tentative. Business Beam Limited reserves the right to change the schedule, cost and other details without any prior notice.


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