ITIL® Operational Support and Analysis (OSA)

ITIL® Operational Support and Analysis (OSA)

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.

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.

WHY BECOME A PARTNER HSI INSTITUTE

Enjoy the facilities and benefits we offer

Facilitated Payment

Flexible payment condition for you to carry out your accreditation with the Institutes.

 

l

Examination Centers

All partners of the network accredited to the Institutes, in addition to offering trainings are also authorized to apply official certification exams.

ACCREDITATION TO THE INSTITUTES

We represent the best International Institutes.
EXIN, PEOPLECERT, AXELOS

OFFICIAL MATERIALS

All materials are officially approved and kept uto date according to the guidelines of the Institutes.

POOL OF QUALIFIED INSTRUCTORS

All instructors are trained professionals with international recognition and qualification of the institutes to apply the training.

VISIBILITY

Becoming a partner and you will be visible to all national and international market.

BECOME A PARTNER

Be accredited and be part of the best company of accreditation services with the Institutes EXIN and Peoplecert and delivery of official materials

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Doubts?

Fill out the form and we will contact you.

ITIL® Operational Support and Analysis (OSA)

ITIL® Intermediate Managing Across the Life Cycle (MALC)

ITIL® Intermediate Managing Across the Life Cycle (MALC)

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

  • Key concepts of the service lifecycle

  • Communication and stakeholder management

  • Integrating service management processes across the service lifecycle

  • Managing services across the service lifecycle

  • Governance and organization

  • Measurement

  • Implementing and improving service management capability

details exam

  • Duration: 120 minutes

  • Number of questions: 50 (Multiple Choice)

  • Pass mark: 35/50 or 70%

  • Open book: No

  • Electronic equipment: No

  • Level: Foundation

  • Available languages: English, Brazilian Portuguese

REQUIREMENTS

  • Two (2) credits from ITIL Foundation certificate plus a minimum of 15 credits from Intermediate certificates.

Purpose

The intent of the Managing across the Lifecycle (MALC) qualification is to give candidates the skills to support an organization’s service delivery by bridging the service lifecycle stages. The qualification demonstrates that candidates have learned the value of one combined service management practice as opposed to separate subject areas. ITIL processes and practices, as learnt from the lifecycle and capability streams of the intermediate certificates, are put into a context of delivering this value.

The learning outcomes are intended to bring a candidate from ITIL content knowledge to ITIL content application and integration knowledge, and provide skills that can be used in the workplace in a tangible way. Testing and validation of knowledge take place at Bloom’s taxonomy level 4 (analysing) and level 5 (evaluating), reflecting the focus on integration when compared with the ITIL intermediate qualifications.

While MALC encompasses the broadest perspectives of service management skills, for example those related to project management and application design, it is not intended to teach these practices, rather to refer to them as contexts for ITIL application. A high-level understanding of these is still expected. This qualification focuses on strategizing, planning, using and measuring ITIL practices in an integrated functioning model:

How the service lifecycle stages form an integrated whole
Process integration and interfaces
Shared data / information / knowledge.

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

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.

WHY BECOME A PARTNER HSI INSTITUTE

Enjoy the facilities and benefits we offer

Facilitated Payment

Flexible payment condition for you to carry out your accreditation with the Institutes.

 

l

Examination Centers

All partners of the network accredited to the Institutes, in addition to offering trainings are also authorized to apply official certification exams.

ACCREDITATION TO THE INSTITUTES

We represent the best International Institutes.
EXIN, PEOPLECERT, AXELOS

OFFICIAL MATERIALS

All materials are officially approved and kept uto date according to the guidelines of the Institutes.

POOL OF QUALIFIED INSTRUCTORS

All instructors are trained professionals with international recognition and qualification of the institutes to apply the training.

VISIBILITY

Becoming a partner and you will be visible to all national and international market.

BECOME A PARTNER

Be accredited and be part of the best company of accreditation services with the Institutes EXIN and Peoplecert and delivery of official materials

w

Doubts?

Fill out the form and we will contact you.