ITIL® v3 Intermediate Capability Stream Operational Support & Analysis (OSA) training course
Benefits
Achieve the ITIL v3 Intermediate 'Operational Support and Analysis' certificate
Get credits towards the ITIL Diploma (the ITIL v3 Expert qualification)
Gain a detailed understanding of the processes, functions and roles covered within the thematic framework 'Operational Support and Analysis'
Understand the importance of OSA within an IT Service Management environment
Enhance your CV and boost your career prospects
Who should attend?
Individuals who require knowledge and understanding of OSA and how it is implemented to enhance the provision of business IT services
Operational staff who need to enhance their role-based capabilities (particularly those involved in one of the relevant ITIL processes*)
IT professionals operating as Service Improvement stakeholders
IT professionals, IT operational practitioners, business managers, process owners
Individuals who need to gain credits towards the ITIL Expert qualification
Objectives
Gain competency in the principles, objectives, processes, methods and functions employed within OSA and how they are integrated within the Service Lifecycle
Understand the technology and implementation considerations for OSA
Gain an insight into OSA operational challenges, risks and critical success factors
Learn to measure OSA
Understand the importance of IT security and its contribution to OSA
Achieve the ITIL v3 OSA certificate
Course Availability
Please click on the course date link to book.
Course includes
ITIL v3 Operational Support and Analysis examination
ITIL v3 Operational Support and Analysis certificate (subject to passing the exam)
Full course documentation
Tea & coffee refreshments
Pre-requisites
Either the ITIL v3 Foundation certificate or the ITIL v2 Foundation + Bridge certificate (documentary evidence of this qualification, and photographic ID, must be demonstrated prior to the examination)
Familiarity with IT terminology
Understanding of how OSA management fits into the business environment
Experience working in a service management capacity, with responsibility relating to at least one of the relevant ITIL processes or functions*
*ITIL Processes relevant to the OSA thematic framework:
Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, Application Management, IT Operations Management
Duration
5 days - examination on fifth day
This course is delivered by one of our partners, who is an ITIL Accredited Training Organisation.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
Download
Download full course guide here.
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ITIL V3 Intermediate Capability Stream (OSA)
