ITIL® Intermediate Operational Support and Analysis Courseware

This 4 day course leads to the ITIL Certificate – Operational Support and Analysis (OSA). This is a free-standing 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.

You’ll learn
You get a deeper understanding of the part of the ITIL framework related to the enforcement of IT service operation. This course is designed for individuals who require a deep understanding of Operational Support and Analysis functions and processes and how they may be used to enhance the quality of IT service support within an organization. These will include:
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Acces Management
- Service Desk
- Technical Management
- IT Operations Management
- Application Management

Target group
This course is designed for individuals who require a deep understanding of Operational Support and Analysis functions and processes and how they may be used to enhance the quality of IT service support within an organization.

Exam
The examination is closed book and made up of multiple choice questions based on a scenario. Students will be allowed 120 minutes to answer the questions. You need at least 70% (28/40 points) to pass.

Prerequisites
Candidates wishing to pass the exam for this qualification must already hold the ITIL Foundation Certificate.