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OVERVIEW
The Operational Support and Analysis (OSA) module is one of the qualifications in the ITIL® Service Capability work stream. The module focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management.
The content of the course is based mainly on the best practice guidance contained in the ITIL Service Operation publication.
It also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or programme can provide the high quality and cost effective IT services that are required to meet organizational needs.
COURSE OUTLINE
Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:
The value to the business of OSA activities
How OSA activities support the service lifecycle
Optimizing service operation performance
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
BENEFITS
Students will gain in-depth knowledge of Operational Support and Analysis and hold a widely recognized qualification, if successful.
Benefits to your organization: Organizations can maximize the benefits of those services by increasing the availability of the service and the productivity of their staff. They will be able to demonstrate a level of understanding and competency in operating services in any situation which may require it.
Benefits to you as an individual: Understanding Operational Support and Analysis will ensure that the delivery of services match the requirements of the business. Delegates will be able to spot the weakness in design, delivery and functionality, and feed this back to the Continual Service Improvement (CSI) phase.
WHO SHOULD ATTEND
The Operational Support and Analysis qualification would suit candidates in the following IT professions or areas:
Configuration Manager
Availability Manager
System Software
Applications Support
IT Operations Manager
Network Control and Operation
Database Administrator
Problem Manager
Network Support
EXAM INFORMATION
At least 21contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications– see Prerequisite Entry Criteria on p5).
A basic IT literacy and around 2 years IT experience are highly desirable.
Intermediate Exam Details:
Exam Duration: 90 Minutes
Exam Format: Multiple Choice, scenario based gradient scored question
Exam Pass Mark: 70%
Level of Qualification: Intermediate
Electronic Devices Permitted: No
Open Book: No
No. of questions: 8
DELIVERABLES
16 hours of instructor led classroom training
ITIL Intermediate OSA Exam
100% Pass Guarantee
Hard copy of the material
E- Certificate
Highly competent and ITIL Expert certified trainers
Free refreshment classes within 6 months
ABOUT TRAINER
Trainer has 23+ years’ work experience with MNCs. He has trained more than 15,000 professional from various multination companies like IBM, MICROSOFT, DELOITTE, HSBC, JPMC, CSC, VALUE LABS, BARCLAYS, TCS, INFOSYS, WIPRO, CITIBANK etc. Almost every training batch has rated training delivery at 4.5+ on the scale of 1 to 5. He holds following certificates:
• ITIL V3 Expert Certificate
• Project Management Professional (PMP)
• Prince2 Foundation & Practitioner
• Prince2 Agile Practitioner
• ISO 21500 Lead Project Manager
• COBIT 5 Foundation Certification
• Proferrional Cloud Associate, Developer, Administrator & Service Manager
• ISO 27001 ISMS Lead Auditor & Implementer
• ISO 20000 ITSM Lead Auditor & Implementer
• ISO 22301 Business Continuity Manager
• ISO 24762 Disaster Recovery Implementer
• ISO 9001 Lead Auditor & Implementer
• TOGAF 9.1 Combined Certified
• ISO 31000 Certified Risk Manager
• ISO 27005 Certified Risk Manager
• Certified Scrum Master & Product Owner
• Cisco Certified Network Professional (CCNP)
• Cisco Certified Network Associate (CCNA)
• Microsoft Certified System Engineer (MCSE+I)
• DevOps Master
