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ITIL Intermediate Operational Support and Analysis

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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. The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle and
specifically in the following key ITIL process, role and function areas:
• Event management
• Incident management
• Request fulfilment
• Problem management
• Access management
• Service desk
• Technical management
• IT operations management
• Application management

  1. Introduction to operational support and analysis
    1. Full understanding of Operational Support and Analysis (OSA) terms
      and core concepts.

      • The value to the business of OSA activities
      • The lifecycle within the OSA context
      • Optimizing service operation performance.
  2. Event management
    1. The knowledge, interpretation and analysis of event management
      principles, techniques and relationships and the application of them to the operation of effective service solutions.

      • 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.
  3. Incident management
    1. The knowledge, interpretation and analysis of incident management
      principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

      • 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.
  4. Request fulfilment
    1. The knowledge, interpretation and analysis of request fulfilment
      principles, techniques and relationships and the application of them to the support and operation of effective service solutions

      • 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 incident management within OSA practices
      • The benefits and business value that can be gained from request fulfilment as related to OSA.
  5. Problem management
    1. The knowledge, interpretation and analysis of problem management
      principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

      • 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.
  6. Access management
    1. The knowledge, interpretation and analysis of access management
      principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

      • 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.
  7. The service desk
    1.  The knowledge, interpretation and analysis of service desk principles,
      techniques and relationships and the application of them to the support and operation of effective service solutions.

      • 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.
  8. Functions and Roles
    1. The knowledge, interpretation and analysis of OSA principles,
      techniques and relationships and the application of them to the support and operation of effective service solutions

      • 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.
  9. Technology and implementation considerations
    1. The knowledge, interpretation and analysis of technology and implementation and the application of them for the effective management of 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.
  • 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

• Chief information officers (CIOs)
• Chief technology officers (CTOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT architects
• IT planners
• IT consultants
• IT audit managers
• IT security managers

Prerequisite Entry Criteria

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).

Eligibility for Examination

To be eligible for the ITIL Intermediate Qualification: CSI examination, candidates must have fulfilled the following requirements:

• At least 18 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL Foundation Certificate in IT Service Management
• It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Transition publication in preparation for the examination

Format of the Examination

  • Type: Eight (8) multiple choice, scenario-based, gradient-scored questions.
    Each question will have 4 possible answer options, one which is worth 5
    marks, one which is worth 3 marks, one which is worth 1 mark, and one which
    is a distracter and achieves no marks.
  • Duration Maximum 90 minutes for all candidates in their respective language
    Provisions for Additional Time relating to language, Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.
  • Supervised Yes
  • Open Book No
  • Pass Score 28/40 or 70%

Overview

ITIL Intermediate Operational Support and Analysis Training & Certification

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. The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle and

specifically in the following key ITIL process, role and function areas:

• Event management
• Incident management
• Request fulfilment
• Problem management
• Access management
• Service desk
• Technical management
• IT operations management
• Application management

Course Outline

ITIL Intermediate Operational Support and Analysis Training & Certification

  1. Introduction to operational support and analysis
    1. Full understanding of Operational Support and Analysis (OSA) terms
      and core concepts.

      • The value to the business of OSA activities
      • The lifecycle within the OSA context
      • Optimizing service operation performance.
  2. Event management
    1. The knowledge, interpretation and analysis of event management
      principles, techniques and relationships and the application of them to the operation of effective service solutions.

      • 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.
  3. Incident management
    1. The knowledge, interpretation and analysis of incident management
      principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

      • 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.
  4. Request fulfilment
    1. The knowledge, interpretation and analysis of request fulfilment
      principles, techniques and relationships and the application of them to the support and operation of effective service solutions

      • 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 incident management within OSA practices
      • The benefits and business value that can be gained from request fulfilment as related to OSA.
  5. Problem management
    1. The knowledge, interpretation and analysis of problem management
      principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

      • 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.
  6. Access management
    1. The knowledge, interpretation and analysis of access management
      principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

      • 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.
  7. The service desk
    1.  The knowledge, interpretation and analysis of service desk principles,
      techniques and relationships and the application of them to the support and operation of effective service solutions.

      • 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.
  8. Functions and Roles
    1. The knowledge, interpretation and analysis of OSA principles,
      techniques and relationships and the application of them to the support and operation of effective service solutions

      • 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.
  9. Technology and implementation considerations
    1. The knowledge, interpretation and analysis of technology and implementation and the application of them for the effective management of 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.

 

Benefit

ITIL Intermediate Operational Support and Analysis Training & Certification

  • 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

Who Should Attend

ITIL Intermediate Operational Support and Analysis Training & Certification

Chief information officers (CIOs)
• Chief technology officers (CTOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT architects
• IT planners
• IT consultants
• IT audit managers
• IT security managers

Exam Information

ITIL Intermediate Operational Support and Analysis Training & Certification

Prerequisite Entry Criteria

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).

Eligibility for Examination

ITIL Intermediate Operational Support and Analysis Training & Certification

To be eligible for the ITIL Intermediate Qualification: CSI examination, candidates must have fulfilled the following requirements:

• At least 18 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL Foundation Certificate in IT Service Management
• It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Transition publication in preparation for the examination

Format of the Examination

ITIL Intermediate Operational Support and Analysis Training & Certification

  • Type: Eight (8) multiple choice, scenario-based, gradient-scored questions.
    Each question will have 4 possible answer options, one which is worth 5
    marks, one which is worth 3 marks, one which is worth 1 mark, and one which
    is a distracter and achieves no marks.
  • Duration Maximum 90 minutes for all candidates in their respective language
    Provisions for Additional Time relating to language, Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.
  • Supervised Yes
  • Open Book No
  • Pass Score 28/40 or 70%

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