ITIL® Intermediate Operational Support and Analysis (OSA)

Overview

The ITIL Operational Support and Analysis qualification is one of four ITIL Service Capability Courses and will provide you with guidance that focusses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management.

Price (*ask for discount) 700 USD
Access period 180 days

Prerequisite list

  • There is no formal prerequisite for this certification.

Audience list

  • This course will be of benefit to any IT professional who needs to understand the concepts and activities of ITIL Operational Support and Analysis at management level.
  • It will also benefit operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management and the Service Desk, Technical Management, IT Operations Management and Application functions who wish to enhance their role-based capabilities.
  • It is also suitable if you have completed the ITIL Foundation certificate, and you are wishing to advance to higher level ITIL certifications.

What is included

  • Accredited by PeopleCert (which is licensed by AXELOS as an Examination Institute for an ITIL Operational Support and Analysis qualification in IT Service Management.)
  • Credits awarded: 4
  • 30 hours of course material
  • Practice exams
  • Free exam voucher
  • Instant 6 months access

Certification Info

  • How To Earn?  • The student must pass the ITIL® Operational Support and Analysis Certificate in IT Service Management exam. • The student can take the exam online (virtually) using a service provided by PeopleCert.
  • How To Maintain?  N/A

Certification Exam Format

  • Closed book
  • Complex multiple choice
  • 90 mins duration (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
  • Eight scenario-based questions.
  • The pass mark is 70% (28 marks out of 40 correct)

Retake policy

  • N/A

Enrollment Policy

  • You should pay the online course fee then the online course access will be granted to you within 1 week after receiving payment.
  • Course fee payment is not refundable.

Frequently Asked Questions

Course Outline

Introduction to Operational Support and Analysis
  • The value to the business of OSA activities
  • The scope of OSA processes and functions
  • The lifecycle within the OSA context
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance
Event Management
  • The purpose and objectives of the event management process
  • The scope of the event management process
  • The value to business and to the service lifecycle
  • The policies, principles and basic concepts of event management
  • Designing for event management
  • Use of event rule sets and correlation engines
  • The process activities, methods and techniques that enable this process and how it relates to the service lifecycle
  • The triggers, inputs and outputs, and interfaces
  • Information management within the event management process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the event management process
  • The challenges and risks associated with the event management process
Incident Management
  • The purpose and objectives of the incident management process
  • The scope of the incident management process
  • The value to business and to the service lifecycle
  • The policies, principles and all basic concepts of incident management
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs and outputs and interfaces
  • Information management within the incident management process
  • How critical success factors and key performance indicators can be used to check the effectiveness and efficiency of the incident management process
  • The challenges and risks associated with the incident management process
Request Fulfillment
  • The purpose and objectives of the request fulfillment process
  • The scope of the request fulfillment process
  • The value to business and to the service lifecycle
  • The policies and principles of request fulfillment and the request model concept
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs and outputs and interfaces
  • Information management within the request fulfillment process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the request fulfillment process
  • The challenges and risks associated with the request fulfillment process
Problem Management
  • The purpose and objectives of the problem management process
  • The scope of the problem management process
  • The value to business and service lifecycle
  • The policies and principles of problem management and the problem model concept
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs and outputs, and interfaces
  • Information management within the problem management process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the problem management process
  • The challenges and risks associated with the problem management process
Access Management
  • The purpose and objectives of the access management process
  • The scope of the access management process
  • The value to business and service lifecycle
  • The policies and principles of access management
  • The process activities, methods and techniques and how they relate to the service lifecycle
  • The triggers, inputs and outputs, and interfaces
  • Information management within the access management process
  • How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the access management process
  • The challenges and risks associated with the access management process
The Service Desk Implementation and Improvement of Service Design
  • The service desk role
  • The service desk objectives
  • Different service desk organizational structures
  • Different service desk staffing options
  • Measuring service desk performance
  • Issues and safeguards to consider when outsourcing the service desk
  • Performance management
  • Issues for outsourcing
Common OSA Functions and Roles
  • The roles of each function
  • Their objectives
  • The objectives and activities of the OSA functions
Technology and Implementation Considerations
  • The generic requirements for technology to support process capability
  • The evaluation criteria for technology and tools for process implementation
  • Project, risk and staffing practices for process implementation
  • The challenges, risks and CSFs related to implementing practices and processes
  • How to plan and implement service management technologies
  • Evaluating tools, planning and implementing technologies
Exam Preparation
  • This module prepares you for the ITIL Operation Support and Analysis examination.