Name: ITIL® Intermediate Operational Support and Analysis (OSA)
Item: ITIL® Intermediate Operational Support and Analysis (OSA)
Rating: 4.5
Author: Merralee Heiland

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Description

Regd. Education Provider

ITIL^® Operational Support and Analysis (OSA) module is one of the certifications in the ITIL^® Service Management Capability stream. This certification reflects the ability of the holder to apply OSA activities and processes to achieve organizational excellence. The OSA certification is mainly based on the best practice guidance contained in the ITIL^® Service Operation publication.

This workshop has been designed to give you thorough help in attempting the exam and gaining the skills needed to manage the everyday operation of IT services by implementing the ITIL^® processes that will help you deliver and support services to customers. Enrol today and gain the core skills needed to improve service management processes. Besides being a free standing qualification, ITIL^® OSA is also one of the modules that leads to the ITIL^® Expert Certificate in IT Service Management.

The ITIL^® credit system maps out the route to achieving the ITIL^® Expert certification. To learn more, visit this link.

What you will learn:

On completion of this workshop and successful attempt of the examination, candidates will become proficient in:

The value to the business of OSA activities
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 the OSA processes, activities and functions to achieve operational excellence
How to measure OSA
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 service operation lifecycle processes and roles included in:
Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service
Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
Access management, which 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

You will also get:

In-depth preparatory help for examination
Comprehensive and crisp courseware in downloadable format
Coaching by ITIL® certified experts
4 credits toward ITIL® Expert certification and 30 PDUs for PMI® recertification
Post workshop assistance and support
Course fee includes certification exam fee

Key Features

KnowledgeHut is an ATO of Peoplecert and a Certified Partner of Axelos

Interactive and intensive workshop on ITIL^® Intermediate OSA module

Get ITIL^® OSA certified and also aim for the ITIL^® Expert certification

ITIL^® OSA exam fee included in workshop fee

Get 4 credits toward ITIL^® Expert certification and 30 PDUs for PMI^® recertification

Understand the practical applications and implementation of OSA

Certification

Prerequisites:

The Pre-requisites to attaining the Intermediate Certification are given below:

Candidates are required to have (in their possession) and upload the following under their profile on the Peoplecert website:

ITIL Foundation Certificate (version does not matter)
Course Completion Certificate for ITIL® Intermediate Operational Support and Analysis (OSA).

Certification:

In order to achieve ITIL^® Operational Support and Analysis (OSA) certification, candidates must appear for the exam and gain 70% pass mark.

The Exam:

90 minute ‘closed book’
Eight multiple choice, scenario-based questions
Pass mark is 70% (28/40)

Curriculum

Introduction to operational support and analysis

The value to the business of OSA activities
The lifecycle within the OSA context
Optimizing service operation performance

Event management

The event management process inclusive of its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes
Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
The benefits and business value that can be gained from event management

Incident management

The incident management process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
The measurement model and the metrics that would be used to support incident management within OSA practices
The benefits and business value that can be gained from incident management

Request fulfilment

The request fulfilment process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
The measurement model and the metrics that would be used to support request fulfilment within OSA practices
The benefits and business value that can be gained from request fulfilment as related to OSA

Problem management

The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation including its organizational structure, as well as any interfaces with other processes
A measurement model and the metrics that would be used to support problem management within OSA practices
The benefits and business value that can be gained from problem management

Access management

The end-to-end process flow for access management process inclusive of components, activities and operation including its organizational structure, as well as any interfaces with other processes
A measurement model and the metrics that would be used to support access management within OSA practices
The benefits and business value that can be gained from access management as related to OSA

The service desk

The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases
The 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.

Functions and roles

The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
The roles within each OSA process and generic roles
The 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
What best practices should be used in order to alleviate challenges and risks when implementing service management technologies

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Merralee Heiland

Software Developer.

York Bollani

Computer Systems Analyst.

Marta Fitts

Network Engineer

Hillie Takata

Senior Systems Software Enginee

Sherm Rimbach

Senior Network Architect

Meg Gomes casseres

Database Administrator.

Alexandr Waldroop

Data Architect.

Felicio Kettenring

Computer Systems Analyst.

Frequently Asked Questions

Why should I go for this workshop?

ITIL^® has been recognized as a quality benchmark in service management and is used by organizations to improve their ITSM practices. Implementation of ITIL^® best practices has led to drastic improvements in cost reduction, quality of end products and customer services and experience. The ITIL^® OSA is not only an independent 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. KnowledgeHut is an ATO of PEOPLECERT and a Certified Partner of Axelos to conduct ITIL^® trainings and hence you will receive the best resources and coaching from experts certified in ITIL^®. You will be thoroughly prepared to appear for the examination and gain the practical experience needed to shine at the workplace. The demand for ITIL^® qualified professionals is now very high and getting the certification can help you land lucrative job roles and salaries.

How does one become an ITIL^® Expert?

There are two channels for becoming an ITIL^® Expert. The Life Cycle modules route covers the following certifications:

ITIL^® Foundation
ITIL^® Intermediate Service Operation (SO)
ITIL^® Intermediate Service Strategy (SS)
ITIL^®Intermediate Service Design (SD)
ITIL^® Intermediate Service Transition (ST)
ITIL^® Intermediate Continual Service Improvement (CSI)

The Capability modules route covers the following certifications:

ITIL^® Intermediate Release Control & Validation(RCV)
ITIL^® Intermediate Planning Protection and Optimization (PPO)
ITIL^® Intermediate Operational Support and Analysis (OSA)
ITIL^® Intermediate Service Offerings and Agreements (SOA)
ITIL^® Managing Across the Lifecycle (MALC)

A total of 22 credits are required to be eligible for ITIL^® Expert level. A mix of modules from Life Cycle and Capability channels is allowed provided there is no overlap of syllabus units.

Where can I find more information regarding the syllabus?

You can read more in the syllabus.

Where can I find sample papers?

Sample papers shall be shared during the training along with the student manual.

Is the ITIL^® OSA training conducted as an online/ virtual course?

No, there is no online/virtual course for this. The ITIL^® OSA certification requires in-depth knowledge of the ITIL^® framework which you get from our certified experts who lead the workshop.

How many credits will I be eligible for?

You will get 4 credits toward ITIL^® Expert certification and 30 PDUs for PMI^® recertification.

Where are PDUs applicable?

PDUs are credits awarded by the Project Management Institute. They recognize your dedication to the Project Management world through the award of credits for every educational effort you make throughout your career. Every PMI^® certification, except the CAPM^®, requires you to earn a specific number of PDUs per three-year certification cycle.

Should I pay separately for the certification fee?

No, your course fee includes the certification exam fee

After enrolment what if I have to change the city, place and date for any of the classroom training

You are welcome to revise the choice of city, place and date for any classroom training, if required. However, if it is cross-country, then there will be a revision in the training fee.

If I cancel the enrolment, will I get a refund?

Any registration cancelled within 48 hours of the initial registration will be refunded in FULL (please note that all cancellations will incur a 5% deduction in the refunded amount due to transactional costs applicable while refunding) Refunds will be processed within 30 days of receipt of written request for refund. Kindly go through our Refund Policy for more details: https://www.knowledgehut.com/refund-policy

What is the payment process to enrol for the training?

It is easy to enrol for the training online. There are several options to pay either through your debit/credit card that includes Visa Card, MasterCard; American Express or - via PayPal. Payment receipt will be issued to the candidate automatically by email.

Who is the target audience for this course?

This workshop and the subsequent certification will benefit

Business managers, business process owners and others who need an understanding of the Operational Support and Analysis processes and of how it may be used to enhance the quality of IT service support within an organization.
IT professionals who are working in organizations that have adopted ITIL for service improvement
Those seeking to gain the ITIL Expert Certification in ITSM or higher ITIL certifications for which this is a prerequisite

ITIL® Intermediate Operational Support and Analysis (OSA)