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ITIL OSA Course

The ITIL OSA (Operational Support & Analysis) course provides, tests and validates knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications The course and associated examination are free-standing and form part of the ITIL intermediate capability stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 4 points.

Objectives

The ITIL Certificate in Operational Support and Analysis (OSA) is intended to enable the holders of the certificate to apply ITIL OSA practices in support of the service management lifecycle and specifically in the following key ITIL process, role and function areas:

  • Service Monitoring & Event management
  • Incident management
  • Request fulfilment
  • Problem management
  • Access management
  • Service desk
  • Technical management
  • Application management
  • IT operations management
  • Technology and implementation considerations

Who should attend?

The ITIL OSA course and examination are suitable for:

  • Individuals who require a deep understanding of the ITIL OSA processes and how they may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules.

Pre-requisites

Students wishing to attend this ITIL OSA course and take the examination must fulfil the following requirements:

  • Hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission
  • Attend an accredited training course

In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience.

Structure

The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers proven implementation track record.

Content

The course will cover:

Introduction to operational support and analysis

Operational Support and Analysis (OSA) terms and core concepts including the value to the business of OSA activities, the lifecycle within the OSA context the scope of OSA processes and functions and optimizing service operation performance

Event management, incident management, request fulfilment, problem management, access management

Each process inclusive of its design strategy, components, activities, roles, operation, organizational structure and interfaces with other processes. Efficient execution of the process and examples showing how it is used to ensure service quality within OSA and the benefits and business value that can be gained

The service desk

The complete end-to-end process flow for the service desk function, its design strategy, components, activities, operation and interfaces with other processes or lifecycle phases. 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. A measurement model and the metrics that would be used to support the service desk function within OSA practices.

Technical management, application management, IT operations management

The end-to-end process flow for other OSA functions, design strategy, objectives, components, activities, roles, operation, organizational structure and interfaces with other processes. Benefits and business value that can be gained from functions as related to OSA.

Technology and implementation considerations

Technology requirements for service management tools and where/how they would be used within OSA for process implementation. The use of best practices to alleviate challenges and risks when implementing service management technologies.

Documentation

Delegates will be issued with a course workbook, in-course hand-outs and other relevant material.

Examination

The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Successful delegates will be awarded the ITIL Intermediate Qualification: Operational Support and Analysis Certificate.

The qualification is free standing, but also counts as 4 credits towards the ITIL Expert Certification.

Pricing

  1. CLASSROOM-TRAINER (Public) - A public schedule of classroom based training events
  2. CLASSROOM-TRAINER (Private) - Onsite, private training courses for individual organizations and their staff (contact us for a quote)
  3. CLOUD-TRAINER (DIY) – Online Self Study courses with mentoring support

Course Delivery Option

Course Fee (Excl VAT)

Examination Fee (Excl Vat)

Total (Excl Vat)

CLASSROOM-TRAINER (Public)

ZAR 7,295

ZAR 2,095

ZAR 9,390

CLOUD-TRAINER (Online)

ZAR 5,295

ZAR 2,095

ZAR 7,390

CLASSROOM-TRAINER (private)

Schedule

Course

location

date From

date to

ITIL® OSA (CLASS-TRAINER)

Johannesburg

24/07/2017

28/07/2017

ITIL® OSA (CLASS-TRAINER)

Johannesburg

23/10/2017

27/10/2017

ITIL® OSA (CLASS-TRAINER)

Johannesburg

29/01/2018

02/02/2018

Delivery Options

  1. CLASSROOM-TRAINER (Public) - A public schedule of classroom based training events
  2. CLASSROOM-TRAINER (Private) - Onsite, private training courses for individual organizations and their staff (contact us for a quote)
  3. CLOUD-TRAINER (DIY) – Online Self Study courses with mentoring support
  4. CLOUD-TRAINER (CONTACT) – Online Self Study courses with face-to-face contact time for exam preparation, followed by the official exam.

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"Delivery options to suit your individual Learning requirements"

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Delivery options

CLASSTRAINER (Public) - Public Scheduled Classroom Courses
CLASSTRAINER (Private) - Onsite Private Group Classroom Courses
CLOUDTRAINER (DIY) - Self Paced Learning in the Cloud
CLOUDTRAINER (CONTACT) - Self Paced Learning in the Cloud followed by contact time with our trainer for exam prep, revision and the exam
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