ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operation (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:
- The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it.
- The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle.
The ITIL® 2011 Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a free-standing qualification but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and certificate is, to impart knowledge on industry practices in service management as documented in the ITIL® Service Lifecycle core publications. The ITIL® Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the Service Management Lifecycle.
Course and Learning Objectives:
This Candidates can expect to gain competence in the following areas:
- The value to the business of OSA activities and how OSA activities support the Service Lifecycle
- Optimizing Service Operation performance
- How the processes in OSA interact with other Service Lifecycle processes
- How to use and measure the OSA processes, activities and functions to achieve operational excellence
- The importance of IT security and its contributions to OSA
- Understanding the technology and implementation considerations surrounding OSA
- The challenges, critical success factors (CSFs) and risks associated with OSA
- Specific emphasis on the processes and roles included in:
- Event management, defines detectable occurrences of significance for IT Infrastructure Management or the delivery of an IT service
- Incident Management, has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
- Request Fulfilment, fulfils a request providing quick and effective access to standard services to improve business productivity or the quality of business services and products
- Problem Management, prevents problems and incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
- Access management, grants authorized users the right to use a service while preventing access to non-authorized users.
- Operational activities of processes covered in other Lifecycle stages such as: Change Management, Service Asset and Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management, Financial Management for IT Services, IT Service Continuity Management.
- Organizing for Service Operation which describes roles and functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management.
The program combines short presentations supported by accredited trainer audio. There are exercises to ensure learners are testing their knowledge and competency to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the multiple-choice examination.
It is highly recommended that you read the AXELOS® Operational Support and Analysis book prior to commencement of this program.
The ITIL® v3 or ITIL® 2011 Foundation certificate.
- Individuals who want to purse the intermediate and advanced level ITIL® certifications.
- Individuals who require a deeper understanding of the Service Operation & Continual Service Improvement stages of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization.
- Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.
- Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite.
The price for this training contains 3 months access to the eLearning course and exam.