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Description
Regd. Education ProviderITIL® 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(does not apply for LVC)
Key Features
Certification
Prerequisites:
In order to attend the workshop, you must have:
- ITIL Foundation Certificate in IT Service Management or an earlier ITIL (V2) Foundation plus Foundation Bridge
In order to appear for the examination participants must:
- Have completed a 30-hour accredited course from an ITIL® Accredited Training Provider, such as this course on Operational Support and Analysis offered by KnowledgeHut
- Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
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
- The value to the business of OSA activities
- The lifecycle within the OSA context
- Optimizing service operation performance
- 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
- 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
- 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
- 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
- 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 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.
- 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 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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Yancey Rosenkrantz
Senior Network System Administrator
Marta Fitts
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Database Administrator.
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Garek Bavaro
Information Systems Manager
Archibold Corduas
Senior Web AdministratorFrequently Asked Questions
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.
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.
You can read more in the syllabus.
Sample papers shall be shared during the training along with the student manual.
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.
You will get 4 credits toward ITIL® Expert certification and 30 PDUs for PMI® recertification.
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.
No, your course fee includes the certification exam fee (note that this does not apply for LVC).
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.
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
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.
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