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ITIL Inter -Operational Support and AnalysisFocus on Training
ITIL Inter -Operational Support and Analysis
All available course dates
The ITIL Operational Support & Analysis (OSA) course is one of the four modules that make up the ITIL Intermediate "capability stream".
Successful completion of the course and exam provides delegates with a Certificate in its own right and 4 ITIL credits towards the ITIL Expert qualification.
The OSA certificate is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.
The Operational Support & Analysis course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:
- Event management
- Incident management
- Request fulfilment
- Problem management
- Access management
- The service desk
The main focus of the course is covered by the Service Operation volume of the IT Infrastructure Library.
The course is comprised of lecture sessions, facilitated assignments and exercises and a practice examination.
The program is targeted at IT Professionals, Business Managers and Business Process Owners.
It is particularly suited to operational staff involved in Incident Management, Problem Management, and Service Desk who wish to enhance their role-based capabilities.
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