Course Description

Cost $1875 per person.

To implement new services in a controlled and cost-effective manner, IT departments must successfully optimize their Operational Support and Analysis (OSA) best practices. This 5 day course provides in-depth knowledge of the ITIL Operational Support and Analysis (OSA) nine areas: Event Management, Incident Management, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management and Application Management.

Learning Objectives:
• Service Operation Principles; Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management
• Processes across the Service Lifecycle pertaining to Operational Support and Analysis
• Operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management, Financial Management for IT services, and IT Service Continuity Management
• Common Service Operation activities related to Service Operation and Support
• Service Operations and Support Service Operation roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks

Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Operational Support and Analysis Certificate.

Prerequisites:
The ITIL Foundation Certification in IT Service Management - obtained through ITIL 2011 Foundation Course

Learners must complete at least 12 hours of personal study - ideally, candidates should have read the pertinent areas of the ITIL publications and in particular the Service Operation publication