Show


Sign up with Linkedin

Lost your password? Please enter your email address. You will receive a link to create a new password.

Back to log-in

Close

Plus icon:

Service Capability: Operational Support and Analysis

Certification Program (OSA)

Learn how to manage IT operations and implement ITIL processes to enable the delivery of services and products to your customers.

Schedules Play Course Overview

Overview


ITIL® Operational Support and Analysis (OSA) module is one of the certifications in the ITIL® Service Management Capability stream. This certification reflects the ability of the holder to apply OSA activities and processes to achieve organizational excellence. The OSA certification is mainly based on the best practice guidance contained in the ITIL®Service Operation publication.

This workshop has been designed to give you thorough help in attempting the exam and gaining the skills needed to manage the everyday operation of IT services by implementing the ITIL® processes that will help you deliver and support services to customers. Enrol today and gain the core skills needed to improve service management processes. Besides being a free standing qualification, ITIL® OSA is also one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

Course Curriculum


  • Service Operation Practices

    • Business Value of Operational Support and Analysis
    • Scope of Operational Support and Analysis Processes and Functions
    • How Operational Support and Analysis Activities Support the Service Lifecycle
    • Optimizing Service Operation Performance
  • Event Management Process

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • CSFs and KPIs
    • Information Management within the Event Management Process
    • Challenges and Risks
  • Incident Management Process

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • CSFs and KPIs
    • Information Management within the Incident Management Process
    • Challenges and Risks
  • Problem Management Process

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • CSFs and KPIs
    • Information Management within the Problem Management Process
    • Challenges and Risks
  • Request Fulfillment Process

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • CSFs and KPIs
    • Information Management within the Request Fulfillment Process
    • Challenges and Risks
  • Access Management Process

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • CSFs and KPIs
    • Information Management within the Access Management Process
    • Challenges and Risks
  • Service Desk Function

    • Service Desk Role
    • Objectives
    • Different Service Desk Organizational Structures
    • Service Desk Staffing Considerations
    • Measuring Service Desk Performance
    • Issues and Safeguards to Consider When Outsourcing the Service Desk
  • Common Operational Support and Analysis Functions

    • Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions
  • Improving Operational Support and Analysis

    • Relationship Between Business Goals and Metrics to Measure Operational Performance
    • Service and Process Measurement Frameworks
    • Rules and Policies for Creating a Successful Reporting Framework
    • How Operational Support and Analysis Practices Support Continual Service Improvement
  • Technology and Implementation Considerations

    • Generic Technology Requirements
    • Evaluation Criteria for Technology and Tools for Process Implementation
    • Project, Risk, and Staffing Practices for Process Implementation
    • Challenges, Risks, and CSFs for Implementing Practices and Processes
    • Planning and Implementing Service Management Technologies
  • Exam Preparation/Mock Exam

  • Exam

Prerequisite


In order to attend the workshop, you must have:

  • ITIL Foundation Certificate in IT Service Management or an earlier ITIL (V2) Foundation plus Foundation Bridge

In order to appear for the examination participants must:

  • Have completed a 30-hour accredited course from an ITIL® Accredited Training Provider, such as this course on Operational Support and Analysis offered by Xebia
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)

Certification


In order to achieve ITIL® Operational Support and Analysis (OSA) certification, candidates must appear for the exam and gain 70% pass mark.

The Exam:

  • 90 minute ‘closed book’
  • Eight multiple choice, scenario-based questions
  • Pass mark is 70% (28/40)

Reviews

Contact Us
+91-(0124)-470-0200

Traning For:
Enroll Now
Become a Trainer
Love to educate people about your favorite subject? Create your own online course with Xebia.


Start Teaching

For Corporates
Develop your workforce with the right skills. We train and engage your people with highly skillful training programs.

Get Xebia for Business