ITIL Capability - Operational Support & Analysis (OSA) - 2011 Edition

General Description

This 5 day course delves into the practical aspects of the ITIL (2011 Edition) Service Lifecycle and processes relating to the Operational Support & Analysis of IT Services. The requirements, activities, methods and approaches for implementing and managing these processes will be covered in a practical, hands-on learning environment through the use of our quality course material and an engaging scenario-based case study.

Target Audience

This course is intended for individuals and IT professionals who require a deeper understanding of the ITIL® Operational Support & Analysis processes and how they may be used to enhance the overall quality of IT Service support and delivery. It is also suitable for operational staff who wish to enhance their role-based capabilities.

Pre-requisites

To attend this course, participants must have first obtained the ITIL V3 Foundation Certificate or V2 Foundation plus V3 Foundation Bridge Certificates. Students are also advised to read the ITIL® Service Lifecycle core publications prior to the commencement of this course, or the sections relating to the Operational Support & Analysis processes and functions in particular.

What You Will Learn

Introduction to Operational Support and Analysis
Event Management - monitoring and detecting events in the IT Infrastructure
Incident Management - quickly restoring services back to normal operation
Problem Management - minimizing impact, investigation & prevention of Incidents
Request Fulfilment - provide quick and effective access to standard services
Access Management - Managing all aspects relating to the rights to use a service
Functions
Technology & implementation considerations

ITIL Processes Covered

Service Desk
Event Management
Incident Management
Problem Management

Examination

This course concludes with a 90 minute examination, consisting of 8 multiple choice, scenario-based, gradient scored questions. Each question will have four possible answer options, one is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark and one which is a distractor and achieves no marks. Students must achieve a score of 28 out of 40 (or 70%) in order to have passed this examination.

Successfully attaining the ITIL® Intermediate Certificate for Operational Support & Analysis provides 4 credits towards the maximum 22 required in order to achieve the ITIL® Expert qualification.