The 4-day ITIL® Operational Support and Analysis (OSA) course is an independent certification and prepares the candidate for the Managing Across the Lifecycle and ITIL® Expert certifications. You will gain detailed knowledge of ITIL® V3 Service Operation and an understanding of how those practices relate to the full ITIL® Service Management Lifecycle. The lectures and exercises in this class will provide you with the information that you need to participate in the design of Services that can be successfully supported in Service Operation.
During this class, we will explore the processes for performing operational work in an Information Technology organization. We'll discuss and practice Best Practice methodologies for ensuring that all of the operational activities that make up an IT Operations unit are correctly designed to work within the overall Service Lifecycle. As one of the Capability courses, there is a strong focus on exercises and practical application of the materials in the ITIL® publications.
The partner Lifecycle course, Service Operation, provides more detailed information on the execution of Service Operation activities to meet Service Level Agreements, carry out routine maintenance and communications, and embed the principles of Continuous Improvement. The OSA course is focused on correct process and organizational design to ensure successful operation of the activities.
Participants will gain practical skills in the following areas:
The ITIL®Intermediate Operational Support & Analysis course is appropriate for individuals who:
This qualification is only available to candidates who hold the V3 Foundation or Foundation Bridge Certificate in IT Service Management.
Demonstrated familiarity with Service Operational Analysis in their own business environment is recommended as is experience with the Service Operation Processes and Functions. It is strongly recommended that candidates read the core Service Lifecycle publications before attending this class.
At the end of the course, participants will write ITIL® Intermediate Operational Support and Analysis examination. This is an eight question, scenario based, multiple choice exam on which delegates are required to score 70% to be awarded ITIL® Intermediate Certificate in Operational Support and Analysis.
You will receive a course binder containing copies of presentation slides, case studies, exercises, suggested solutions and practice exams.
Introduction to Operational Support and Analysis
Processes in Service Operation
Functions in Service Operation
Technology and Implementation
Wrap up, Mock and Exam