Operational Support and Analysis
ITIL V3 Capability Course OSA - Operational Support and Analysis - Accredited
To implement new services in a controlled and cost-effective manner, IT departments must successfully optimize their Operational Support and Analysis (OSA) best practices. This five (5) day course provides in-depth knowledge of the ITIL® Operational Support and Analysis (OSA) areas:
- Event Management
- Incident Management
- Request Fulfillment
- Access Management
- Problem Management
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
Embedded into the OSA course is our unique virtualization, Living the Lifecycle®. Woven through all of Service Management Dynamix / ITSM Academy's ITIL® V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL® concepts
- Apply concepts to a neutral, real world situation
- Learn different perspectives
- Reinforce examinable concepts
ITIL Expert:
Earn 4 credits of the 22 required to achieve the ITIL Expert™ Certification.
Project Management Institute (PMI) Professional Development Units (PDUs): ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 38 contact hours or PDUs upon completion of this course.
Prerequisites:
- The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course
- Two (2) to four (4) years professional experience with service management
Learners must complete at least 12 hours of personal study - ideally, candidates should have read the pertinent areas of the ITIL® publications and in particular the Service Operation publication
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple-choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Operational Support and Analysis Certificate.
Audience:
The primary audience is IT operational staff and management requiring deep knowledge of, or involved in, Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management
Instructors:
As with all Service Management Dynamix / ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Trainers for this course are ITIL Expert™ and / or OSA Certified and have successfully completed ITSM Academy's OSA Train-the-Trainer Program.
Learning Objectives:
- Service Operation Principals; Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management
- Processes across the Service Lifecycle pertaining to Operational Support and Analysis
- Operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management, Financial Management for IT services, and IT Service Continuity Management
- Common Service Operation activities related to Service Operation and Support
- Service Operations and Support Service Operation roles and responsibilities
- Technology and Implementation Considerations
- Challenges, Critical Success Factors and risks
Course / Student Material:
- Five (5) Days Instructor Led Training and Exercise Facilitation (38 Class Hours/20 Study Hours)
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle®, ITSM Academy's unique series of case study-based exercises
- Exam Preparation
- In-Class Exam
Notes:
- The OSA exam is a very challenging test. This course requires a minimum 12 hours of personal study, including pre-reading.
- Upon registration, learners will be provided the pre-course reading list which includes the case study and process chapters from the appropriate ITIL® book(s)
- Learners need access to the full suite for the pre-reading and will need to bring the Service Operation book to class.
- The textbooks are NOT included with purchase of this course.
- Maximum Learners per Class is 16.
ITIL Foundation certification is required to take the Exam. Proof of certification must be provided prior to the start of class.
Last modified: March 25, 2011, 4:14 pm