ITIL Service Capability: Operational Support & Analysis

Course details

Overview:

The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. 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.

The ITIL Intermediate Qualification: The 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.

Objectives:

• This qualification provides a complete management-level overview of Continual service improvement including all its related activities
• Be prepared for the ITIL Operational support and analysis examination

Content:

• Introduction to operational support and analysis
• Event management:
• Incident management:
• Request fulfilment:
• Problem management:
• Access management:
• The service desk:
• Functions:
• Technology and implementation considerations: