Course Overview
The ITIL®
Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a free-standing qualification, but is also part of
the ITIL Intermediate Capability stream. The purpose of this
training module and the associated exam and certificate is,
respectively, to impart, test, and validate the knowledge on
industry practices in Service Management as documented in the ITIL Service Lifecycle Core publications. The ITIL Certificate in
Operational Support and Analysis (OSA) is intended to enable the
holders of the certificate to apply the practices during the Service
Management Lifecycle.
Course Objectives
The ITIL Capability Module Operational Support and Analysis (OSA)
will provide the following learning outcomes:
- The importance of Service Management as a Practice concept and
Service Operation principles, purpose and objectives
- The importance of ITIL Operational Support and Analysis while
providing service
- How all processes in ITIL Operational Support and Analysis
interact with other Service Lifecycle processes
- The 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
- The importance of IT Security and its contributions to ITIL
Operational Support and Analysis
- Understanding the technology and implementation considerations
surrounding ITIL Operational Support and Analysis
- The challenges, Critical Success Factors and risks associated with
ITIL Operational Support and Analysis
Exam
This course prepares candidates for the ITIL
Capability Module Operational Support and Analysis (OSA) exam from
PEOPLECERT.
The exam consists of Eight (8) multiple choice, scenario-based,
gradient scored questions. Each question will have 4 possible answer
options, one of which is worth 5 marks, one which is worth 3 marks,
one which is worth 1 mark, and one which is a distracter and achieves no marks. The exam
duration is 90 minutes for all candidates in their respective
language (Candidates sitting the examination in a language other
than their first language have a maximum of 120 minutes and are
allowed to use a dictionary). The passing score is 28/40 or 70%.
Prerequisites
- ITIL Foundation Certification
-
It is strongly recommended that candidates read the ITIL Service
Lifecycle core publications in advance of attending training for the
certification.
Audience
The target
group of the ITIL Qualification: Operational Support & Analysis includes IT professionals, business managers and business
process owners:
- Individuals who require a deep understanding of ITIL
Certificate in Operational Support and Analysis (OSA)
processes and
how it may be used to enhance the quality of IT service support
within an organization.
- IT professionals that are working within an organization that has
adopted and adapted ITIL® who need to be informed
about and
thereafter contribute to an ongoing service improvement program.
- Operational staff involved in Event Management Process, Incident
Management Process, Request Fulfillment Process,
Problem Management
Process, Access Management Process, Service Desk, Technical
Management, IT Operations
Management and Application Management.
Credits
• Upon successful passing of the ITIL Capability OSA exam, the
student will be recognized with 4
credits in the ITIL qualification scheme.
• Project Management Institute – Professional Development Units (PDUs)
= 35
Daily Agenda Outline
Day 1
1 - Introduction
Overview of exam objectives
General ITIL V3 theory
2 - Event Management
Assignment 1
3 - Continuation: Event Management
Assignment 1
4 - Incident Management
Assignment 2
Day 2
1 - Review
Continuation: Incident Management
Assignment 2
2 - Request Fulfillment
Assignment 3
3 - Continuation: Request Fulfillment
Assignment 3
4 - Problem Management
Assignment 4 and/or 5
Day 3
1 - Review
Continuation: Problem Management
Assignment 4
and/or 5
2 - Access Management
Assignment 6
3 - Continuation: Access Management
Assignment 6
4 - Service Desk
Assignment 7
Day 4
1 - Review
Continuation: Service Desk
Assignment 7
2 - Functions
Assignment 8
3 - Continuation: Functions
Assignment 8
4
- Technology Implementation Considerations
Assignment 9
Day 5
Exam Preparation/Mock Exam