NewEra Technology Facebook
ITIL® Intermediate Capabilities: Operational Support & Analysis (2011 Edition) - Course Information
PRINT
SEND TO A FRIEND
Name: ITIL® Intermediate Capabilities: Operational Support & Analysis (2011 Edition)
Category: ITIL
Length (Days): 5
Course Price (CAD): 4150
Description:
TARGET AUDIENCE

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 programme
• Operational staff involved in event management process, incident management process,
request fulfilment 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

COURSE OBJECTIVE

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.
Prerequisites:
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be
required:
• Earlier ITIL (V2) Foundation plus Foundation Bridge
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner
bridging routes).
Outline:
1 - COURSE INTRODUCTION

2 - OSA INTRODUCTION

3 - OSA FUNCTIONS

The Service Desk
Technical Management
IT Operations Management
Application Management

4 - EVENT MANAGEMENT

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

5 - INCIDENT MANAGEMENT

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

6 - REQUEST FULFILLMENT

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

7 - PROBLEM MANAGEMENT

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

8 - ACCESS MANAGEMENT

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

9 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

10 - CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

11 - ADDITIONAL SOURCES OF INFORMATION

12 - LIVING THE LIFECYCLE ASSIGNMENTS

13 - STUDY AND EXAM TAKING TIPS

14 - COURSE SYLLABUS

15 - KEY CONCEPTS REVIEW

16 - STUDY AIDS

17 - STUDY AIDS ANSWER KEY

Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Guaranteed to run courses