ITIL® Operational Support and Analysis (OSA)

ITIL® Operational Support and Analysis (OSA)

Accredited by PEOLECERT and AXELOS
Gain deeper level of understanding of ITIL processes and roles related to IT operations and support, and learn how they are implemented and how they interact

HIGHLIGHTS

  • Experienced & accredited trainers

  • Comprehensive & Accredited training material

  • Training & examination in 5 days

  • Practice questions include

  • Excellent first attempt pass ratio

  • Free lifetime course revision – What’s this?

UPCOMING SCHEDULE

Overview

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. ITIL OSA 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. The contents will be covered in a practical, hands-on learning environment using 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 course:

  • The value to the business and scope of OSA activities
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance
  • 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.

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 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

Course Format

The course uses a stimulating mix of instructions, workshops, quizzes, discussions and a practice-exam.

Materials Provided

  • Course reference manual containing printed copies of presentation, notes and
    exercises
  • Practice examination papers
  • Course certificate
  • ITIL® OSA Certificate on passing the examination
Content
  • 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
Exam

Practice Exam

A one-hour practice exam is part of the course. The practice exam aims to help participants in passing the ITIL Foundation certification exam.

Certification Exam

A 60-minute exam is scheduled on the last day of the course, consisting of forty (40) multiple choice questions. Candidates must achieve 65% marks (26 out of 40) to receive their examination certificate.

Eligibility for Examination

None. 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

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 this certification, 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.

Practice Exam

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

Certification Examination

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.

ITIL® Credits Assigned

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

Related Courses
Why Business Beam

Exam passing guarantee

We will pay 50% of the exam fee if you don’t pass in the first attempt. (What’s this?)

Free lifetime revision

Refresh your concepts by re-attending our training session for FREE. (What’s this?)

Accredited Training Organization

Business Beam is certified partner of AXELOS Limited and an ATO.

Accredited course material

The training material is accredited and approved.

Quality Training Material

You will receive a comprehensive training manual.

Accredited trainers

Our trainers are experienced consultants and accredited trainers.

Excellent feedback:

92%+ of our overall customers rates us excellent or very good.

Experience tells all

We have successfully delivered 600+ accredited courses to 7,000+ professionals in classroom.

At your premises

This training is also available at your preferred premises and timings.

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