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ITIL® 2011 Operational Support and Analysis (OSA)

ITIL® Intermediate Certifications: Service Capability Module

DURATION: 40 hours (5 days)

Prerequisites

An ITIL® Foundation certificate and preferably two years work experience in an IT Service  Management environment.

Course Description

ITIL® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.


The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the process and practice elements used within it.


The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL® processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.

The ITIL® OSA (Operational Support & Analysis) course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Operational Support & Analysis Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

Course Objectives

At the end of this course, you will learn:

 

  • The concept of Service Management as a practice

  • The role of processes in the Lifecycle

  • The purpose, goal and objectives of the Event Management Process

  • The Service Desk Role and concepts

  • The purpose, goal and objectives of the Incident Management Process

  • The purpose, goal and objectives of the Problem Management Process

  • The purpose, goal and objectives of the Request Fulfillment Process

  • The purpose, goal and objectives of the Access Management Process

  • How to plan and implement Service Management Technologies

Credits:

Upon successfully achieving the ITIL® Operational Support & Analysis certificate, students earn 4 credits in the ITIL® qualification scheme.

Project Management Institute - Professional Development Units (PDUs) = 35

Who Should Attend

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions.

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