ITIL® Service Capability – Operational Support and Analysis (OSA)

Length

5 days

Price

$4510.00 inc GST

Inclusions

Exam on day 5

Overview

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.

Examination

The OSA exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 4 credits towards the ITIL Expert certification.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Key Topics

Detailed Info

Service Management
Processes pertaining to the capability of OSA
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Common Service Operation activities
Organising for Service Operation
Roles and Responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and Risks
CSI as a consequence of effective OSA

Skills Gained

Key Topics

Target Audience

Prerequisites

Industry Association Recognition

Skills Gained

Proven industry best practice provides knowledge on ITIL terminology, process structure, roles, functions and activities that will assist in improving user support practices and as a result, improving the stability of the IT infrastructure. The course provides participants with practical guidance on the design and implementation of integrated end-to-end processes and functions involved in preventing recurring faults within the IT infrastructure whilst effectively responding to customer issues and requests, with reference to the Service Lifecycle approach as described in ITIL.

Key Topics

Service Management as a Practice and Service Operation principles
Processes across the Service Lifecycle pertaining to the capability of OSA
Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
Problem Management which prevents problems and resulting incidents from happening, to eliminate recurring incidents and to minimise the impact of incidents that cannot be prevented
Access Management which grants authorised users the right to use a service, while preventing access to non-authorised users
Common Service Operation activities related to Service Operation and Support
Organising for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management
Service Operations and Support Service Operation roles and responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and risks
CSI as a consequence of effective OSA

Target Audience

The course is suitable for individuals who require an in-depth understanding of Operational Support and Analysis processes and how this may be used to enhance the quality of IT service provision within an organisation.

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 1800 853 276.

Prerequisites

A pass in the ITIL^® 4 or ITIL V3 or ITIL 2011 Foundation exam or the ITIL V2-V3 Bridging exam from either EXIN, ISEB/BCS or APMG. Proof will need to be provided before attending the course.

Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

This course is based on material published in the ITIL v3 publications. Though ITIL 4 Foundation Certificate is an acceptable pre-requisite, we strongly recommend that any candidate whose exposure to IT Service Management is purely from ITIL 4 Foundation familiarise themselves with the differences between ITIL v3 and ITIL 4.

Industry Association Recognition

Project Management Institute (PMI)^®

Contact Hours: 35 hours
Professional Development Units (PDUs): 35 PDUs

Australian Institute of Project Management (AIPM)

Continual Professional Development (CPD) points: 10 points

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The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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19 Oct - 23 Oct

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Length

Price

Inclusions

Overview

Key Topics

Skills Gained

Key Topics

Target Audience

Prerequisites

Industry Association Recognition

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