ITIL®-OSA: Intermediate Capability: ITIL® Operational Support and Analysis with Certification Exam

ITIL-OSA: Intermediate Capability: ITIL Operational Support and Analysis with Certification Exam Course Description

Duration: 5.00 days (40 hours)

The IT Infrastructure Library® (ITIL®) certification scheme, providing a modular approach to the ITIL framework, is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail.

It is part of the ITIL® Intermediate Service Capability certification stream. This stream includes other modules, namely, Planning, Protection and Optimization (PPO), Service Offerings and Agreements (SOA), and Release, Control and Validation (RCV).

ITIL Intermediate Service Capability: Operational Support and Analysis (OSA) training focuses on the implementation of OSA practices to streamline incident, access, problems, technical and IT operations and application management. ITIL Operational Support & Analysis course gains comprehensive understanding of the ITIL processes and OSA practices to ensure cost-effective IT support services in the organization and deliver standardized support services to the customers.

The ITIL Operational Support and Analysis certificate training is available in different delivery modalities including interactive online classes and instructor-led classroom training. This training is conducted by industry experts who help the participants gain valuable practical knowledge and prepare for their certification exam.

NetCom is an Accredited Training Affiliate in partnership with ITpreneurs.

Learning Modalities
- Instructor-led Classroom Training
- Online Training
- Corporate Training
- Onsite Training
- One-on-One Training

Course Preparation
- You will receive a course study book including case studies and sample exam questions
- You should acquire and read the ITIL Service Design core publication, which you should read as part of personal study
- Review your ITIL Foundation course materials

What's Included
- Facilitated Training
- Books
- Exam Voucher

Exam Name
- ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate Exam

Certification
- ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate

Exam Information
The ITIL Operational Support and Analysis (OSA) exam can be taken in any of the following three ways:
- On the last day of the course, in-class exam
- In the comfort of your home and at any time, after the course completion via PeopleCert (online)
- At your convenience, at an eligible testing center

Exam Format
- Multiple choice examination questions
- Number of Questions: 8
- Pass Score: 28/40 or 70%
- Exam Duration: 90 minutes
- Open/Closed Book: Closed Book

Credits
- Upon successfully achieving the ITIL Operational Support and Analysis certificate, the participants earn four credits toward their ITIL Expert certification

ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. The Swirl logo™ is a (registered) Trade Mark of AXELOS Limited. The ITIL Accredited Training Organization logo is a Trade Mark of AXELOS Limited

Next Class Dates

Jan 8, 2018 – Jan 12, 2018
9:00 AM – 5:00 PM ET
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Feb 19, 2018 – Feb 23, 2018
9:00 AM – 5:00 PM ET
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Apr 9, 2018 – Apr 13, 2018
9:00 AM – 5:00 PM CT
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Jun 4, 2018 – Jun 8, 2018
9:00 AM – 5:00 PM ET
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018

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Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this ITIL-OSA: Intermediate Capability: ITIL Operational Support and Analysis with Certification Exam Course

  • » IT professionals who have attained ITIL Foundation certification and wish to advance to higher ITIL certifications
  • » Professionals in operations, technical and management field looking to enhance their skills in ITIL best practices
  • » Professionals working in an organization that has adopted ITIL framework, and are responsible for implementing, managing or consulting ITIL processes.

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Course Prerequisites for ITIL-OSA: Intermediate Capability: ITIL Operational Support and Analysis with Certification Exam

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ITIL-OSA: Intermediate Capability: ITIL Operational Support and Analysis with Certification Exam Course Objectives

  • » Understand the concept of Service Management as a practice
  • » Understand Operational Support and Analysis principals and objective
  • » Understand the role of processes in the Lifecycle
  • » Understand the processes, methods, and functions of the ITIL Operational Support and Analysis
  • » Learn how to measure ITIL Operational Support and Analysis
  • » Learn how to implement Service Management technologies

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ITIL-OSA: Intermediate Capability: ITIL Operational Support and Analysis with Certification Exam Course Outline

      1. Introduction to operational support and analysis
        1. The value to the business of OSA activities
        2. The lifecycle within the OSA context
        3. Optimizing service operation performance
      2. Event management
        1. The event management process inclusive of its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes
        2. Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
        3. The benefits and business value that can be gained from event management
      3. Incident management
        1. The incident management process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
        2. The measurement model and the metrics that would be used to support incident management within OSA practices
        3. The benefits and business value that can be gained from incident management
      4. Request fulfilment
        1. The request fulfilment process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
        2. The measurement model and the metrics that would be used to support incident management within OSA practices
        3. The benefits and business value that can be gained from request fulfilment as related to OSA
      5. Problem management
        1. The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation including its organizational structure, as well as any interfaces with other processes
        2. A measurement model and the metrics that would be used to support problem management within OSA practices
        3. The benefits and business value that can be gained from problem management
      6. Access management
        1. The end-to-end process flow for access management process inclusive of components, activities and operation including its organizational structure, as well as any interfaces with other processes
        2. A measurement model and the metrics that would be used to support access management within OSA practices
        3. The benefits and business value that can be gained from access management as related to OSA
      7. The service desk
        1. The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases
        2. The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
        3. A measurement model and the metrics that would be used to support the service desk function within OSA practices
      8. Functions and Roles
        1. The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
        2. The roles within each OSA process and generic roles
        3. The benefits and business value that can be gained from functions as related to OSA
      9. Technology and implementation considerations
        1. Technology requirements for service management tools and where/how they would be used within OSA for process implementation
        2. What best practices should be used in order to alleviate challenges and risks when implementing service management technologies

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This training prepares students for the following exam(s):

  • » ITIL Intd OSA Exam PU Voucher : ITIL Intermediate OSA exam taken at home, with online proctor
  • » ITIL Intd OSA Exam Onsite Voucher : ITIL Intermediate OSA exam proctored by NetCom for private sessions only
  • » ITIL Intd OSA Exam VUE Voucher : ITIL Intermediate OSA exam taken at a local VUE test center

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Next Steps after taking this ITIL-OSA: Intermediate Capability: ITIL Operational Support and Analysis with Certification Exam Course:

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Do you have the right background for ITIL-OSA: Intermediate Capability: ITIL Operational Support and Analysis with Certification Exam?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

Donna H.
- High-skilled trainer and speaker. Delivered presentations in Dubai, Tokyo, London, New York, and China.
- ITIL V3 Expert, teaching ITIL courses since 2005. More than 99% of her students have passed their ITIL Certification exams.
- Process Improvement Expert with more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Bio:

Donna is an expert in project management and Process Improvement. Her amazing presentation skills have taken her around the world, giving arrangements in Dubai, Tokyo, London, New York and China to name a few. "The Donna", as she is known in the industry, has more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Donna holds ITIL V3 Expert Certification and offers training and consulting services through NetCom Learning on Process Improvement framework as well as the ITIL practitioner level suite of Lifecycle and Capability Stream certification courses. She began presenting ITIL classes in 2005, and 99% of her students have passed their ITIL Certification exams. Along with ITIL courses, she promotes best practices in the support center industry, focusing on customer service skills training, individual and support center certification, training and consulting, and process infrastructure improvement.
Michael G.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.

Bio:

Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.

Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.

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Recent Client Testimonials & Reviews

The instructor was very helpful in prep for the exam and breaking down questions.

- Jerry B.

Course(s) Taken

» ITIL-SD: Intermediate LifeCycle: ITIL Service Design with Certification Exam

I found the class to be very informative and exam orientated. The instructor offered many help tips.

-Elwin F.
Course(s) Taken

» ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam

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