Course Summary
This 4 day course provides a detailed exploration of the Operational Support and Analysis (OSA) module of the ITIL Service Capability stream.
The course takes an in-depth look at the ITIL guidance and moves onto the practical methods of applying OSA in organisations today.
Questions? Just ask.
Speak to a specialist before you book.
Call us on +44 (0) 1753 859 344 or email us at hello@thynk.co.uk.
Key Info
Who the course is for and what you’ll get out of it.
Who Should Attend
The Service Capability stream takes an in-depth look at ITIL processes linked to specific job roles and responsibilities.
This course is more suited to IT professionals with specific OSA responsibilities than managers seeking a more general, high-level overview.
See ‘What You Will Learn’ and the ‘Course Contents’ on this page to check if the course is right for you.
What You Will Learn
- Service Operation principles, methods and techniques
- Managing all OSA processes
- How OSA processes interact with other processes in the ITIL Service Lifecycle
- How to organise IT to accommodate OSA
- How to implement OSA and key considerations
Prerequisites
You need to hold the ITIL V3 Foundation certificate to enrol for this course. You can also attend this course if you hold both the ITIL V2 Foundation and Foundation Bridge certificates.
In addition, it is recommended that you have an exposure to IT operations and support within your own organisation, including Service Desk and IT support.
Certification
Successful candidates obtain the ITIL Capability certificate in Operational Support and Analysis..
The 90 minute exam contains 8 multiple choice, gradient scored questions with a pass mark of 28 correct answers from 40 (70%).
This certificate also counts as 4 credits towards the 22 required to obtain the ITIL V3 Expert qualification.
How to book
Run this course in-house, or attend one of our public courses throughout the UK.
Public Courses
To obtain our latest public schedule for this course, call us on +44 (0) 1753 859 344 or enter your email address below and we’ll contact you today.
In-house Training
This course is available at any location across UK and Europe.
In-house, corporate bookings carry significant discounts and are customisable to your requirements.
Call us on +44 (0) 1753 859 344 to talk to a training specialist or email us at hello@thynk.co.uk.
You can tell us more about your business by completing our enquiry form and we’ll send you a full quotation the same day.
Course Contents
4 days, a little homework and the 90 minute exam.
Day One
Introduction to OSA
An overview of the processes within OSA and how they support the ITIL Service Lifecycle. Understanding value creation through services
Event Management
A complete overview of event management activities, methods and techniques
Incident Management and Request Fulfilment
An in-depth look at the processes and activities. Understanding management metrics and analysis
Day Two
Problem Management
A detailed exploration of process and it’s value to both the business and IT.
Access Management
An in-depth overview of the process activities, metrics and relationship with other processes
Day Three
The Service Desk
Understanding the role of the Service Desk and the available options for organisational structure, staff roles and outsourcing strategies
Common OSA Functions
How Technical, Applications and IT Operations management contribute to OSA activities.
Day Four
Technology
How the use of technology supports the processes within OSA. Understanding the specialised functions within IT which support OSA activities
Exam Preparation
A period for any last minute revision with the trainer present. A full mock paper is also taken before the full exam
