ITIL® Operational Support and Analysis (OSA)

DURATION
24 HOURS

LEVEL
INTERMEDIATE

TARGET GROUP

IT professionals/Business managers/Business process owners

Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization

IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme

Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities

Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications

Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules

Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Main subjects

  • Introduction to operational support and analysis

  • Event management

  • Incident management

  • Request fulfilment

  • Problem management

  • Access management

  • The service desk

  • Functions and Roles

  • Technology and implementation considerations

details exam

  • Duration: 90 minutes

  • Number of questions: 40 (Multiple Choice)

  • Pass mark: 28/40 or 70%

  • Open book: No

  • Electronic equipment: No

  • Level: Foundation

  • Available languages: English, Brazilian Portuguese

REQUIREMENTS

  • ITIL® Foundation certification.

Purpose

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a free-standing 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 following key ITIL process, role and function areas:

Event management
Incident management
Request fulfilment
Problem management
Access management
Service desk
Technical management
IT operations management
Application management

All content of the training is in accordance with the requirements determined by the largest international certification bodies.

Additional Material

This training can only be offered with the associated exam. Always look for a PeopleCert accredited training center.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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