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ITIL® Operational Support and Analysis (OSA)

Course Code



5 Days

In order to take the ITIL® Operational Support and Analysis course, candidates must:
  • Have passed the ITIL® Foundation certification exam
  • In order to take the ITIL® Operational Support and Analysis exam, candidates must complete the ITIL® Operational Support and Analysis course and present a Certificate of Completion
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • It is also recommended that candidates should complete at least 30 hours of personal study by reviewing the syllabus and the ITIL Operational Support and Analysis publication in preparation for the examination, paying particular attention to the Operational Support and Analysis-specific terminology cited in the syllabus and defined in the Official ITIL Acronyms and the Official ITIL Glossary, noting new terms and questions to raise in class.
This 5-day (30 contact hours) course provides learners with the knowledge of management level concepts and core information of the activities and techniques within Operational Support and Analysis. To achieve the ITIL® Operational Support and Analysis certificate in IT service management you must complete all units and successfully pass the corresponding examination.
This course is intended for individuals who require a detailed understanding of the ITIL® Operational Support and Analysis aspects of the ITIL® Core Lifecycle and how it may be implemented to enhance the quality of IT service provisioning within their organization, as well as IT professionals working within or about to enter a Operational Support and Analysis environment and requiring an understanding of the concepts, processes, functions and activities involved.

This course is also intended for individuals seeking the ITIL® Expert in IT Service Management qualification, or the ITIL® Expert in IT Service Management qualification.

Upon completion of this course, participants will be able to:
  • The value to the business of OSA activities
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance
  • How the processes in OSA interact with other service lifecycle processes
  • How to use the OSA processes, activities and functions to achieve operational excellence
  • How to measure OSA
  • The importance of IT security and its contributions to OSA
  • Understanding the technology and implementation considerations surrounding OSA 
  • The challenges, critical success factors (CSFs) and risks associated with OSA
  • Specific emphasis on the service operation lifecycle processes and roles included in:
    • 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 and according to agreed service levels
    • Request fulfillment, 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, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
    • Access management, which grants authorized users the right to use a service while preventing access to non-authorized users
  • Operational activities of processes covered in other lifecycle stages such as:
    • Change management
    • Service asset and configuration management
    • Release and deployment management
    • Capacity management
    • Availability management
    • Knowledge management
    • Financial management for IT services
    • IT service continuity management
  • Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management
Module 1: Introduction to Operational Support and Analysis (OSA)
Module 2: Event Management Process
Module 3: Incident Management Process
Module 4: Request Fulfillment Process
Module 5: Problem Management Process
Module 6: Access Management Process
Module 7: Service Desk Function
Module 8: Common OSA Functions and Roles
Module 9: OSA Technology and Implementation Considerations
Module 10: Summary, Exam Preparation, and Directed Studies

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