ITIL® Operational Support and Analysis

ITIL® Operational Support and Analysis

ITIL® INTERMEDIATE (CAPABILITY MODULE) – Operational Support and Analysis (OSA)

Operational Support and Analysis (OSA)Certificate is a freestanding qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

LEARNING OBJECTIVES & CONTENT

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Service Management as a Practice
  • Service Operation Principals
  • The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
  • Specific emphasis on the Service Operation Lifecycle processes and roles
  • Service Operations and Support Service
  • Operation roles and responsibilities
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and risks

SPECIFIC EMPHASIS ON THE SERVICE OPERATION LIFECYCLE PROCESSES AND ROLES INCLUDED IN:

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

PREREQUISITE

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management

AUDITIONS

Individuals who require a deep understanding of ITIL® Certificate in Operational Support and Analysis Process. Operational staff involved in Process covered in OSA , Technical Management, IT Operations Management and Application Management

DURATION

  • 3 Days

EXAM PATTERN

  • 90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.
  • Passing Score: 70% (28/40)

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