ITIL Intermediate – Operational Support and Analysis (OSA)



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ITIL Intermediate – Operational Support and Analysis (OSA)


About This Course

The ITIL Intermediate OSA or Operational Support and Analysis certification course will help you establish your skills and expertise to apply support analysis and resolution in ITIL service management lifecycle, mainly for request fulfillment, incident management and event management. The ITIL Intermediate Operational Support and Analysis (OSA) certification course is one of the core modules in ITIL Intermediate Capability Stream, which is a pathway to ITIL Expert certificate in IT Service Management whilst preparing the candidate for ITIL OSA exam.

The ITIL Intermediate OSA course module is ITIL based qualification training with prime focus on implementation, optimization and planning of OSA processes. Tech-Act’s ITIL Intermediate Operational Support and Analysis training will introduce you to best OSA practices for support and planning of service management lifecycle. It will also train professionals to apply best practices to support service management lifecycle in real-time scenario.

The ITIL Intermediate Operational Support and Analysis certification program improves a professional’s ITIL skills and knowledge enabling them to implement and execute explicit ITIL processes in an efficient manner. The ITIL Intermediate OSA certificate is a self-supporting IT qualification and is also a key part of ITIL Intermediate Capability stream. Tech-Act provides ITIL Intermediate Operational Support and Analysis (OSA) certification training to help you prepare for the ITIL OSA exam with self-paced learning option and/or in a classroom as well as online learning environment.


Who Should Attend This Course

IT professionals, business process owners and business managers will benefit from the ITIL Intermediate Operational Support and Analysis training. This ITIL certification offers a boost to your current resume as an availability manager, system software manager, configuration manager, IT operations manager, network control/operations manager, applications support manager, problem manager, network support or database administrator.


Why This Course

ITIL Intermediate Operational Support and Analysis certification course is aimed at IT professionals who wish to pass the ITIL OSA exam. The ITIL Intermediate OS) qualification demonstrates a person’s expertise in ITIL service modules and in implementing, optimizing and planning the OSA processes. ITIL OSA certification program establishes a person’s ability to use best OSA practices for identifying improvements in ITIL implementation processes to manage key functional areas like event management, request fulfillment and incident management.

More than one million IT professionals are enjoying the benefits of being ITIL OSA certified and the global demand for such certified professionals is expected to rise for years to come.

According to certain leading job portals, the ITIL Intermediate Operational Support and Analysis certification is a key prerequisite for several critical IT roles. A certified professional can expect to perform key organizational functions like application management, IT operations, technical management and service-desk management. ITIL Intermediate OSA certified professionals enjoy better pay and job prospects and are high in demand. In fact, the average salary of an ITIL Intermediate OSA certified professional is $86,746 per annum.

After completing the course, you can:

  • Apply best OSA practices to enable and manage events, incidents, requests, problems, application management and IT operations.
  • Identify and manage day-to-day IT service operations
  • Identify improvements to implementation of the ITIL processes to support and deliver customer services.
  • Describe resolution and management of regarding people, procedures, infrastructure technology and relationships for enabling cost-effective and quality IT services.
  • Identify risk factors and challenges

Course Objectives
  • Planning, optimization and implementation of OSA processes.
  • Introduction to OSA practices for resolution and support of service management lifecycle
  • Understanding core practices.
  • Applying best OSA practices to enable and manage events, incidents, requests, problems, application management and IT operations.
  • Identifying and managing day-to-day IT service operations
  • Identifying improvements to implementation of the ITIL processes to support and deliver customer services.
  • Describing resolution and management of regarding people, procedures, infrastructure technology and relationships for enabling cost-effective and quality IT services.
  • Identifying risk factors and challenges

Course Prerequisites

To enroll for the ITIL Intermediate OSA examination, you ought to fulfill the below-mentioned requisites:

  • Undertake accredited e-learning program.
  • Hold an ITIL Foundation Certificate in IT Service Management
  • Two or four years of experience working in the IT service management domain.

Course Benefits


According to certain leading job portals, the ITIL Intermediate Operational Support and Analysis certification is a key prerequisite for several critical IT roles. A certified professional can expect to perform key organizational functions like application management, IT operations, technical management and service-desk management. ITIL Intermediate OSA certified professionals enjoy better pay and job prospects and are high in demand. In fact, the average salary of an ITIL Intermediate OSA certified professional is $86,746 per annum.

Tech-Act’s ITIL Intermediate Operational Support and Analysis certification course offers a comprehensive management-level outline of (OSA) or Operational Support and Analysis and all the related activities. After completing the course, you can:

  • Apply best OSA practices to enable and manage events, incidents, requests, problems, application management and IT operations.
  • Identify and manage day-to-day IT service operations
  • Identify improvements to implementation of the ITIL processes to support and deliver customer services.
  • Describe resolution and management of regarding people, procedures, infrastructure technology and relationships for enabling cost-effective and quality IT services.
  • Identify risk factors and challenges

Curriculum


Overview

This section gives a general overview of what to expect in the upcoming ITIL OSA series. It covers topics like who is the intended audience, what is the scope, and what are the topics that will be addressed.

Logistics

This section discusses the foundational information about the ITIL Operational Support and Analysis(OSA) exam. It explores the ITIL exam structure and credit scheme.

Reviewing the Service Lifecycle

This section reviews the ITIL Foundations exam concepts specifically found in the Service Lifecycle domain. This reinforce the knowledge that the OSA exam will assume in their questioning.

Incident Management

This section explorers Incident Management covered in ITIL OSA exam. It defines incident Management and incidents proper. It makes proactive and reactive as well as setting prioritization for incidents. It also covers investigation, diagonsis, and resolution.

Problem Management

This section dives into Problem Management. It defines Problem Management, its purpose, policies, principles, and basic concepts. It covers problem analysis techniques like pareto analysis and pain value. At the end it covers Problem Management approaches, detection, logging, and resolution.

Event Management

This section takes a look at Event Management as covered in the ITIL OSA exam. It defines what are Events, how they differ from Incidents, what’s their value, and their categories. It describes the process of designing Event Management as well as detecting/filtering/notification, event correlation, triggers, and response.

Request Fulfillment

This section dives into the area of Request Fulfillment. It defines Request Fulfillment as well as its policies, principles, and concepts. It discusses Standardization, Request Logging, Categorization, Prioritization, Authorization, Fulfillment, and Closure.

Service Operation Stage

This section discusses the Service Operation stage for the ITIL OSA exam. It present a general overview of the Service Operations stage which includes its purpose, value to the organization, and possible value it brings.

Access Management

This section talks about Access Management for the ITIL OSA exam. It disscuses exactly what is Access Management, need of Access Management, basic concepts like Access, identity, Rights, Services and Directory Services. At the end it explains Access Management sources, verification of request and monitoring status.

The Service Desk Function

This section takes a look at the Service Desk Function. It explains the difference between Functions and Processes. It defines the Service Desk’s job, objectives, and staffing considerations. It also explore performance measuring.

The Other Three Functions

This section covers 3 functions that is Technical Management, Application Management, and IT Operations Management. It explains the roles and functions of each.

Technology and Implementation

This section describes the technologies and their implementations used by Operational Support teams. It includes self-help tools like FAQs, Automated Request forms, and Reporting tools. It discusses the tools, its uses and its requirements.

Sample Paper Review

This section gives overview of four sample questions from the ‘ITIL Intermediate Exams’ ITIL Operational Support and Analysis section. It explains how to determine the best answer for each question.

Schedule & Fees


SELF PACED Online INSTRUCTOR LED CLASSROOM
Duration 1 Year Access
Course Material
Exam Voucher
Face Time With Instructor
Course Price $399 On Request On Request
Enroll Now Enquire Now Enquire Now

Course FAQ


Why Tech-Act for ITIL Intermediate - Operational Support and Analysis (OSA)?

Tech-Act is a pioneer in offering quality and job worthy IT training. A known brand name for IT professionals and students when it comes to learning top IT courses and certifications. Tech-Act is a recognized learning solutions partner for EC Council, CompTIA and Pearson Vue Authorized Test Center.

Why should I enroll for ITIL Intermediate - Operational Support and Analysis (OSA)?

 

ITIL Intermediate Operational Support and Analysis certification course is aimed at IT professionals who wish to pass the ITIL OSA exam. The ITIL Intermediate OS) qualification demonstrates a person’s expertise in ITIL service modules and in implementing, optimizing and planning the OSA processes. ITIL OSA certification program establishes a person’s ability to use best OSA practices for identifying improvements in ITIL implementation processes to manage key functional areas like event management, request fulfillment and incident management.

More than one million IT professionals are enjoying the benefits of being ITIL OSA certified and the global demand for such certified professionals is expected to rise for years to come.

According to certain leading job portals, the ITIL Intermediate Operational Support and Analysis certification is a key prerequisite for several critical IT roles. A certified professional can expect to perform key organizational functions like application management, IT operations, technical management and service-desk management. ITIL Intermediate OSA certified professionals enjoy better pay and job prospects and are high in demand. In fact, the average salary of an ITIL Intermediate OSA certified professional is $86,746 per annum.

After completing the course, you can:

  • Apply best OSA practices to enable and manage events, incidents, requests, problems, application management and IT operations.
  • Identify and manage day-to-day IT service operations
  • Identify improvements to implementation of the ITIL processes to support and deliver customer services.
  • Describe resolution and management of regarding people, procedures, infrastructure technology and relationships for enabling cost-effective and quality IT services.
  • Identify risk factors and challenges

Who all are eligible for this course?

 

IT professionals, business process owners and business managers will benefit from the ITIL Intermediate Operational Support and Analysis training. This ITIL certification offers a boost to your current resume as an availability manager, system software manager, configuration manager, IT operations manager, network control/operations manager, applications support manager, problem manager, network support or database administrator.

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