Capability Management: Operation Support and Analysis (OSA) Boot Camp

Description

The ITIL Intermediate Qualification: 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 Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.

This is a five-day boot camp.

Prerequisites

The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to:

IT professionals
Business managers
Business process owners
Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programmer
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, and who wish to enhance their role-based capabilities
Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

  • Instructor Led (the best training format we offer)
  • Live Online Classroom – Online Instructor Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

Curriculum

Introduction to operational support and analysis

The value to the business of OSA activities
The lifecycle within the OSA context
The scope of OSA processes and functions
Optimizing service operation performance.

Event management

The event management process inclusive of its design strategy, components, activities, roles 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 design strategy, components, activities, roles 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 fulfillment

The request fulfillment process inclusive of its design strategy, components, activities, roles 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 request fulfillment as related to OSA.

Problem management

The end-to-end process flow for problem management inclusive of design strategy, components, activities, roles 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 design strategy, components, activities, roles 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 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

Enrolled