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)

In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. You will cover the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.

The main process and function focus areas of this course include:
- Event management process
- Incident management process
- Request fulfillment process
- Problem management process
- Access management process

The organizational functions focused on in this course include:
- Service desk
- Technical management
- IT operations management
- Application management

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

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

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

Note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

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

NetCom is an Accredited Training Affiliate in partnership with ITpreneurs.

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

Mar 12, 2018 – Mar 16, 2018
8:30 AM – 4:30 PM ET
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Apr 9, 2018 – Apr 13, 2018
9:30 AM – 5:30 PM ET
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
May 14, 2018 – May 18, 2018
8:30 AM – 4:30 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 operations, technical, or IT management personnel requiring more information about ITIL best practices
  • » Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

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

  • » Recommended: ITIL Foundation Certification Prep
  • » ITIL® Foundation Certificate
  • » Minimum two years of relevant work experience in an IT Service Management (ITSM) environment
  • » To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publicationService Operation (2011 Edition, ISBN 9780113313075) and complete at least 12 hours of personal study

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

  • » Importance of service management as a practice concept and operational support and analysis principals, purpose, and objective
  • » Importance of ITIL operational support and analysis while providing service
  • » Processes in ITIL operational support and analysis interact with other service lifecycle processes
  • » Processes, activities, methods, and functions used in each of the ITIL operational support and analysis processes
  • » How to use the ITIL operational support and analysis processes, activities, and functions to achieve operational excellence
  • » How to measure ITIL operational support and analysis
  • » Importance of IT security and its contributions to ITIL operational support and analysis
  • » Technology and implementation considerations surrounding ITIL operational support and analysis challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks

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

      1. Service Operation Practices
        1. Business Value of Operational Support and Analysis
        2. Scope of Operational Support and Analysis Processes and Functions
        3. How Operational Support and Analysis Activities Support the Service Lifecycle
        4. Optimizing Service Operation Performance
      2. Event Management Process
        1. Purpose, Objectives, and Scope
        2. Business Value
        3. Policies, Principles, and Basic Concepts
        4. Process Activities, Methods, and Techniques
        5. Triggers, Inputs, and Outputs
        6. CSFs and KPIs
        7. Information Management within the Event Management Process
        8. Challenges and Risks
      3. Incident Management Process
        1. Purpose, Objectives, and Scope
        2. Business Value
        3. Policies, Principles, and Basic Concepts
        4. Process Activities, Methods, and Techniques
        5. Triggers, Inputs, and Outputs
        6. CSFs and KPIs
        7. Information Management within the Incident Management Process
        8. Challenges and Risks
      4. Problem Management Process
        1. Purpose, Objectives, and Scope
        2. Business Value
        3. Policies, Principles, and Basic Concepts
        4. Process Activities, Methods, and Techniques
        5. Triggers, Inputs, and Outputs
        6. CSFs and KPIs
        7. Information Management within the Problem Management Process
        8. Challenges and Risks
      5. Request Fulfillment Process
        1. Purpose, Objectives, and Scope
        2. Business Value
        3. Policies, Principles, and Basic Concepts
        4. Process Activities, Methods, and Techniques
        5. Triggers, Inputs, and Outputs
        6. CSFs and KPIs
        7. Information Management within the Request Fulfillment Process
        8. Challenges and Risks
      6. Access Management Process
        1. Purpose, Objectives, and Scope
        2. Business Value
        3. Policies, Principles, and Basic Concepts
        4. Process Activities, Methods, and Techniques
        5. Triggers, Inputs, and Outputs
        6. CSFs and KPIs
        7. Information Management within the Access Management Process
        8. Challenges and Risks
      7. Service Desk Function
        1. Service Desk Role
        2. Objectives
        3. Different Service Desk Organizational Structures
        4. Service Desk Staffing Considerations
        5. Measuring Service Desk Performance
        6. Issues and Safeguards to Consider When Outsourcing the Service Desk
      8. Common Operational Support and Analysis Functions
        1. Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions
      9. Improving Operational Support and Analysis
        1. Relationship Between Business Goals and Metrics to Measure Operational Performance
        2. Service and Process Measurement Frameworks
        3. Rules and Policies for Creating a Successful Reporting Framework
        4. How Operational Support and Analysis Practices Support Continual Service Improvement
      10. Technology and Implementation Considerations
        1. Generic Technology Requirements
        2. Evaluation Criteria for Technology and Tools for Process Implementation
        3. Project, Risk, and Staffing Practices for Process Implementation
        4. Challenges, Risks, and CSFs for Implementing Practices and Processes
        5. Planning and 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

  More testimonials »  

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