ITIL® Capability - Operational Support & Analysis (OSA) - 5 Days

This intermediate course builds on the general principles covered as part of the ITIL Foundation Certificate Course and provides in-depth knowledge of the ITIL OSA topics as specified in the ITIL Service Capability curriculum. This includes Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management processes. The course also covers the Service Desk, Technical Management, IT Operations Management and Application Management functions.

This 5-day course assist learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Planning Protection and Optimization of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices throughout the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

The Service Offerings and Agreements Capability course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.
  • Individuals who require a deeper understanding of the Planning Protection and Optimization processes and how these may be used and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management and Risk Management
  • IT professionals involved in IT Service Management implementation and improvement programs
  • A typical role includes (but is not restricted to): IT professionals, IT/business managers and IT/business process owners and IT practitioners

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective.
  • Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
  • The activities, methods and functions used in each of the Operational Support and Analysis processes
  • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure Operational Support and Analysis performance
  • The importance of IT Security and how it supports Service Offerings and Agreements
  • Understanding technology and implementation requirements in support of Operational Support and Analysis
  • The challenges, critical success factors and risks related with Operational Support and Analysis
  • Hold an ITIL® Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL , e.g.: earlier ITIL qualifications, must pass the current ITIL Foundation exam before attending this course)
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is also strongly recommended that candidates have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: Capacity Management, Availability Management, IT Service Continuity Management (ITSCM), Information Security Management and Demand Management
  • Can demonstrate familiarity with IT terminology and understand the context of Planning Protection and Optimization management of their own business environment is strongly recommended
  • It is recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification, in particular the Service Design publication