ITIL v3 Operation Support and Analysis Capability Course (OSA)
Course Length: Five Days
Course Description:
ITIL Version 3 is comprised of five core publications: Service
Strategy, Service Design, Service Transition, Service Operations
and Continual Service Improvement, promoting alignment with the
business as well as improving operational efficiency. The
official ITILŪ v3 qualification scheme describes two streams,
the Service Lifecycle Stream and the Service Capability stream.
The Service Lifecycle stream focuses on ITIL V3 practices within
the Service Lifecycle context. The prime focus is the Lifecycle
itself as well as the use of process and practice elements used
within it.
The Service Capability stream is for those who wish to obtain an
in depth understanding of ITIL V3 processes and roles. Attention
to the Service Lifecycle is illustrated as part of the
curriculum but the primary focus is the on the process
activities, execution and use throughout the Service Lifecycle.
The ITILŪ v3 (version 3) OSA (Operational Support & Analysis)
course is part of the ITILŪ v3 Intermediate Capability
certification stream. The course prepares candidates to take the
ITILŪ v3 Operational Support & Analysis Intermediate exam as
well as proving valuable knowledge that can be implemented in
the workplace.
Course and Learning Objectives:
At the end of this course, you will learn:
• The concept of Service Management as a practice
• The role of processes in the Lifecycle
• The purpose, goal and objectives of the Event Management
Process
• The Service Desk Role and concepts
• The purpose, goal and objectives of the Incident Management
Process
• The purpose, goal and objectives of the Problem Management
Process
• The purpose, goal and objectives of the Request Fulfillment
Process
• The purpose, goal and objectives of the Access Management
Process
• How to plan and implement Service management Technologies
Course Approach:
Participants will learn the principles and core elements of the
Service Capability approach to IT Service Management as well as
focusing on the processes & roles, activities and their
execution throughout the Service Lifecycle. An interactive
approach is used combining lecture, discussion and case study
experience to prepare participants for the ITIL v3 Intermediate
Operational, Support & Analysis certification exam as well as
providing valuable practical knowledge that can be rapidly
applied in the workplace. Quint Wellington Redwood’s integrated
case study deepens the participant’s appreciation of how ITIL
best practices can be applied in order to improve IT
performance. Practical assignments are used throughout the
course to enhance the learning experience.
Target Audience:
IT Managers, Operational staff, and anyone requiring a deeper
knowledge of or who are involved in the Operational Support &
Analysis cluster of processes and functions.
About the Examination:
Exam Format:
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Exam Delivery: Online or paper based
Exam Duration: 90 minutes
Closed Book
Credits:
Upon successfully achieving the ITIL v3 Operational Support &
Analysis certificate, the student will earn 4 credits in the
ITILŪ v3 qualification scheme.
Project Management Institute –Professional Development Units (PDUs)
= 35
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