The ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. This 5 day course immerses students in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery.
At the end of this 5 day course, the student will gain competencies in:
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
Event Management which defines any detectable occurrence that has significance for IT management
Incident Management which has the capability to bring services back to normal operations
Request Fulfillment which fulfills a request providing quick and effective access to standard services
Problem Management which prevents problems and resulting Incidents from happening
Access Management which grants authorized users the right to use a service
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The role of Operational Support and Analysis processes in the lifecycle
How Operational Support and Analysis supports the Service Lifecycle
MODULE 2: Core Service Operation Processes
The purpose, goal and objectives of Event Management
Using metrics to check effectiveness and efficiency
Employing active and passive monitoring tools
MODULE 3: Incident Management
Managing the Incident Lifecycle
Interaction with design services
Incident Management involvement on Information Management
MODULE 4: Request Fulfillment
Scope of the processes
Dealing with service requests from users
How metrics can verify effectiveness and efficiency of the Request Fulfillment process
MODULE 5: Problem Management
Managing the lifecycle of problems
Value to the business and the Service Lifecycle
Triggers, input and output to other processes
MODULE 6: Access Management
Policies, principles and basic concepts
Managing authorized user access
Executing Security and Availability Management policies
Challenges and critical success factors
Establishing metrics to ensure process quality
MODULE 7: Common Service Operation Activities
Mainframe, server and network management
Storage, database services and directory services
Desktop support and middleware
Internet/Web, facilities management and information security
MODULE 8: Service Desk
Establishing the Service Desk objectives
Organizational structures and staffing options
Providing a single point of contact
Measuring effectiveness and efficiency
Impact of Service Desk on customer perception
Reasons and options for outsourcing the Service Desk
MODULE 9: Technical Management
Role and objectives
Balancing skill levels, utilization and cost
Metrics and documentation
MODULE 10: IT Operations Management
Performing ongoing management and maintenance
Turning plans into action
Building repeatable, consistent actions
MODULE 11: Application Management
Role, objectives and principles
Identifying functional and management requirements
Generic activities and organization
Design and deployment
Support and improvement
Metrics and documentation
MODULE 12: Organizing Service Operations
Roles & responsibilities
Service Desk and technical management
Operations and applications management
Event, incident and request fulfillment
Problem and access management
MODULE 13: Service Operation organization
Options for organizing: technical specialties, activities, processes, geographies
Hybrid Service Operation organization structures
MODULE 14: Technology and Implementation Considerations
Generic requirements and evaluation criteria
Managing change in Service Operations
Planning and implementing Service Management technologies
Assessing and managing risks
To be eligible for the exam, the candidate must fill the following requirements:
At least 30 contact hours of instruction
Suggested 2 to 4 years professional experience
Hold the ITIL® Foundation Certificate in IT Service Management
The exam is 8 multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one of which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. Maximum 90 minutes for all candidates in their respective language, and a minimum passing score of 70%.
ITIL® is a registered trade mark of AXELOS Limited.
The Swirl logo™ is a trade mark of AXELOS Limited.
Individuals who have an ITIL® Foundation Certificate and want to pursue the intermediate and advanced level ITIL certifications. IT professionals involved in IT Service Management implementation and improvement programs. 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.
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