ITIL® Operational Support & Analysis (OSA) eLearning - $699.00

  • Accredited by PeopleCert

  • Credits awarded: 4

  • 30 hours of course material

  • FREE exam voucher

  • Practice exams

  • Instant 6 months access

ITIL® Operational Support & Analysis (OSA)

Course Overview -  Watch a Video

Study for a qualification in ITIL Operational Support & Analysis (OSA) by taking an accredited online training course from Good e-Learning!

This course will provide you with a good understanding of the Operational Support and Analysis principles, its processes and other aspects within the capability stream.

The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Operational Support & Analysis. Success in the exam will also earn you 4 credits towards the 22 credits needed to gain the ITIL Expert qualification.

Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for an ITIL Operational Support & Analysis qualification in IT Service Management.

Why you should take this course:

ITIL Operational Support and Analysis (OSA) focuses on the practical application of OSA practices in order to enable event, incident, problem, access, technical, IT Operations and application management, request fulfillment and Service Desk operations.

In taking this course, you will gain competence in the aspects of service management that relate to OSA including, the value of OSA activities for the business, how OSA supports and interacts with other service lifecycle activities, and how OSA can deliver operational excellence.

Students who complete this course will have learnt:

  • Event Management - Ensuring CIs and services are constantly monitored and aims to filter and categorize Events in order to decide on appropriate actions if required

  • Incident Management - Ensuring management of the life-cycle of all Incidents and return IT services to users as quickly as possible

  • Access Management - Ensuring authorized users are granted the right to use a service, while preventing access to non-authorized users

  • Problem Management - Ensuring management of the life-cycle of all Problems, preventing Incidents from happening, and to minimize the impact of incidents that cannot be prevented

  • Technical Management - Providing technical expertise and support for the management of the IT infrastructure

  • Request Fulfillment - Fulfilling Service Requests or requests for information

  • IT Operations Management - Ensuring management of IT services and their underlying infrastructure, executing day-to-day routine tasks related to the operation of infrastructure components and applications

  • Application Management - Ensuring management of applications throughout their life-cycle including design, test, operation and improvement of IT services, as well as developing the skills required to operate the IT organization's applications

  • Service Desk - Ensuring receipt and processing of Service Requests, assisting users, and for coordinating Incident Resolution with Specialist Support Groups

Key features of this course:

  • Accredited by PeopleCert

  • Credits awarded: 4

  • 30 hours of course material

  • 1x FREE exam voucher on request

  • Instant 6 months access

  • Quizzes and revision modules

  • Increase your earning potential by up to 20%

  • Average first time pass rate of 91%

 

Course Syllabus - Download the Datasheet

  • Module 1: Introduction to Operational Support and Analysis

    • This module provides an introduction to the core concepts and terminology of the service life-cycle, and the role that OSA activities play within the life-cycle.

      The candidate must be able to understand and describe:

      The value to the business of OSA activities
      The scope of OSA processes and functions
      The lifecycle within the OSA context
      How OSA activities support the service lifecycle
      Optimizing service operation performance

    • Module 2: Event Management

      • This module covers how the process of event management contributes to OSA practices.

        A complete overview of the objectives, scope and importance of event management as a process to generate business value are explored. Event management policies, principles, concepts, design, activities, methods and techniques are explained in relationship to OSA practices as well as to information management.

        The candidate must be able to understand and describe:

        The purpose and objectives of the event management process
        The scope of the event management process
        The value to business and to the service lifecycle
        The policies, principles and basic concepts of event management
        Designing for event management
        Use of event rule sets and correlation engines
        The process activities, methods and techniques that enable this process and how it relates to the service lifecycle
        The triggers, inputs and outputs, and interfaces
        Information management within the event management process
        How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the event management process
        The challenges and risks associated with the event management process

    • Module 3: Incident Management

      • This module covers how the process of incident management contributes to OSA practices.

        A complete overview of the objectives, scope and importance of incident management as a process to generate business value are explored. Incident management policies, principles, concepts, activities, methods and techniques are explained in relationship to OSA practices.

        To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:

        The purpose and objectives of the incident management process
        The scope of the incident management process
        The value to business and to the service lifecycle
        The policies, principles and all basic concepts of incident management
        The process activities, methods and techniques and how they relate to the service lifecycle
        The triggers, inputs and outputs and interfaces
        Information management within the incident management process
        How critical success factors and key performance indicators can be used to check the effectiveness and efficiency of the incident management process
        The challenges and risks associated with the incident management process

    • Module 4: Request Fulfillment

      • This module covers the request fulfillment process and how it contributes to OSA.

        A complete overview of the objectives, scope and importance of request fulfillment as a process to generate business value are explored.

        Request fulfillment policies, principles, concepts, activities, methods, request models and techniques are explained in relationship to OSA practices as well as to information management.

        The candidate must be able to understand and describe:

        The purpose and objectives of the request fulfillment process
        The scope of the request fulfillment process
        The value to business and to the service lifecycle
        The policies and principles of request fulfillment and the request model concept
        The process activities, methods and techniques and how they relate to the service lifecycle
        The triggers, inputs and outputs and interfaces
        Information management within the request fulfillment process
        How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the request fulfillment process
        The challenges and risks associated with the request fulfillment process

    • Module 5: Problem Management

      • This module covers how the problem management process contributes to OSA practices.

        A complete overview of the objectives, scope and importance of problem management as a process to generate business value are explored.

        Problem management policies, principles, concepts, activities, methods, problem models and techniques are explained in relationship to OSA practices as well as to information management.

        The candidate must be able to understand and describe:

        The purpose and objectives of the problem management process
        The scope of the problem management process
        The value to business and service lifecycle
        The policies and principles of problem management and the problem model concept
        The process activities, methods and techniques and how they relate to the service lifecycle
        The triggers, inputs and outputs, and interfaces
        Information management within the problem management process
        How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the problem management process
        The challenges and risks associated with the problem management process

    • Module 6: Access Management

      • This module covers how the access management process contributes to OSA practices.

        A complete overview of the objectives, scope and importance of access management as a process to generate business value are explored. Access management policies, principles, concepts, activities, methods, access models and techniques are explained in relationship to OSA practices as well as to information management.

        The candidate must be able to understand and describe:

        The purpose and objectives of the access management process
        The scope of the access management process
        The value to business and service lifecycle
        The policies and principles of access management
        The process activities, methods and techniques and how they relate to the service lifecycle
        The triggers, inputs and outputs, and interfaces
        Information management within the access management process
        How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the access management process
        The challenges and risks associated with the access management process

    • Module 7: The Service Desk

      • This module covers the service desk function and how it contributes to OSA.

        A complete overview of the objectives, scope and importance of the service desk as a function to generate business value are explored. Service desk policies, principles, concepts, activities, methods and techniques are explained in relationship to OSA.

        Also covered is the service desk role, organizational structures, staffing options and outsourcing strategies.

        The candidate must be able to understand and describe:

        The service desk role
        The service desk objectives
        Different service desk organizational structures
        Different service desk staffing options
        Measuring service desk performance
        Issues and safeguards to consider when outsourcing the service desk
        Performance management
        Issues for outsourcing

    • Module 8: Common OSA Functions and Roles

      • This module deals with how the service operation functions of technical management, IT operations management, and applications management contribute to OSA practices.

        For each function, the roles are defined along with the objectives, scope, importance, policies, principles, concepts, activities, methods and techniques in relationship to OSA.

        The candidate must be able to understand and describe:

        The roles of each function
        Their objectives
        The objectives and activities of the OSA functions

    • Module 9: Technology and Implementation Considerations

      • This module covers technology implementation as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to OSA practices.

        The candidate must be able to understand and describe:

        The generic requirements for technology to support process capability
        The evaluation criteria for technology and tools for process implementation
        Project, risk and staffing practices for process implementation
        The challenges, risks and CSFs related to implementing practices and processes
        How to plan and implement service management technologies
        Evaluating tools, planning and implementing technologies

    • Module 10: Exam Preparation

      • This module prepares you for the ITIL Operation Support and Analysis examination.

     

    Exams / Assessments

    In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Operational Support & Analysis Certificate in IT Service Management exam.

    You can take the exam online (virtually) using a service provided by PeopleCert.

    The examination will consist of a complex multiple choice, scenario-based closed book paper of 8 questions, to be answered within 90 minutes. To pass the exam you must get 28 out of 40 questions correct, or 70% and If successful, delegates will gain 4 credits towards ITIL Expert level. Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary.

    You will be tested on:

    • Introduction to Operational Support and Analysis

    • Event Management

    • Incident Management

    • Request Fulfillment

    • Problem Management

    • Access Management

    • The Service Desk

    • Common OSA Functions and Roles

    • Technology and Implementation Considerations

    • Exam Preparation

    Before you book you can test that your computer configuration will meet the requirements for a PeopleCert exam, using this online test.

    This test focuses on the suitability of your webcam, microphone and internet connection. Please Visit the PeopleCert website for a complete list of information and guidance.

     

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