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

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  • Accredited by PeopleCert

  • Credits awarded: 4

  • 30 hours of course material

  • FREE exam voucher

  • Practice exams & revision modules

  • Instant 6 months access

  • 24/7 tutor support

  • 91% average first time pass rate

ITIL® Operational Support & Analysis (OSA)

Course Overview - Watch the Trailer

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 solid understanding of the principles of ITIL OSA, its processes and other aspects within the ITIL Capability Stream that make it ideal for IT service management (ITSM) professionals.

The course is designed to help you to prepare to take and pass the ITIL OSA exam, earning you 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.

This course is fully accredited by PeopleCert and licensed by AXELOS as an official examination institute for an ITIL Operational Support & Analysis qualification in IT Service Management.

Why you should take this course:

This ITIL OSA course focuses on the practical application of OSA practices in enabling a number of key ITIL service operations, including request fulfillment, application management and IT operations, as well as the management of events, incidents, problems, access and technical support.

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 businesses, how OSA supports and interacts with other ITIL Service Lifecycle activities, and how OSA can deliver operational excellence.

Students who complete this course will have learnt:

  • Event Management - Ensuring that configuration items (CIs) and services are constantly monitored, with the aim to filter and categorize events in order to decide on appropriate actions when necessary

  • Incident Management - Ensuring the effective management of the ITIL Service Lifecycle. This includes solving any incidents in order to ensure that IT services can be returned to users as quickly as possible

  • Access Management - Ensuring that authorized users have the right to access services, while also denying access to non-authorized users

  • Problem Management - Effectively managing any problems in the ITIL Service Lifecycle. This includes preventing them from happening and minimizing the damage when they cannot be prevented

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

  • Request Fulfillment - Fulfilling service requests or requests for information

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

  • Application Management - Ensuring the effective management of applications throughout their lifecycle, including the design, testing, operation and improvement stages. The course also helps students develop the skills required to operate an IT organization's applications

  • Service Desk - Ensuring that service requests are effectively received and processed in order to assist users. We also cover how to coordinate 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

    • Learning Objectives

      This module provides an introduction to the core concepts and terminology of the ITIL Service Lifecycle and the roles that OSA activities play within it.

      Candidates will learn 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

      • Learning Objectives

        This module covers how the process of event management contributes to OSA practices. It provides a complete overview of the objectives, scope and importance of event management as a process to generate business value.

        Event management policies, principles, concepts, designs, activities, methods and techniques are explained in relation to both OSA practices and 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

      • Learning Objectives

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

        The module provides a complete overview of the objectives, scope and importance of incident management as a process for generating business value. Incident management policies, principles, concepts, activities, methods and techniques are also explained in relation to OSA practices.

        To achieve the learning outcomes and prepare for the official examination, 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

      • Learning Objectives

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

        We explore the objectives, scope and importance of request fulfillment as a process for generating value for businesses. The module also explains request fulfillment policies, principles, concepts, activities, methods, request models and techniques in relation to OSA practices.

        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

      • Learning Objectives

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

        The module offers a complete overview of the objectives, scope and importance of problem management as a process for generating business value.

        We also look at problem management policies, principles, concepts, activities, methods, problem models and techniques in relation to OSA practices and 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

      • Learning Objectives

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

        The module offers a complete overview of the objectives, scope and importance of access management as a process for generating business value. We also look at access management policies, principles, concepts, activities, methods, access models and techniques in relation to OSA practices and 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

      • Learning Objectives

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

        The module offers a complete overview of the objectives, scope and importance of the service desk as a function for generating business value. We also look at service desk policies, principles, concepts, activities, methods and techniques in relation to OSA.

        The role of the service desk is also explored in relation to 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

      • Learning Objectives

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

        We define the roles of each function, as well as their objectives, scope, importance, policies, principles, concepts, activities, methods and techniques, all in relation 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

      • Learning Objectives

        This module covers the implementation of technology as part of enabling 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

      • Learning Objectives

        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. Good e-Learning can also provide a FREE exam voucher on request.

    It is a complex multiple-choice exam with eight scenario based questions. The exam is closed-book, and students will have 90 minutes to complete it (though candidates sitting the examination in a language other than their first language will have a maximum of 120 minutes and will be allowed to use a dictionary). In order to pass, students must score 28/40 (70%).

    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 your exam it will be a good idea to check that your computer configuration can support it. You can do this via a test on PeopleCert, which will look at 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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