ITIL® Operational Support & Analysis course description:
ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:
The ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a free-standing qualification but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and certificate is, to impart knowledge on industry practices in service management as documented in the ITIL® Service Lifecycle core publications. The ITIL® Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle.
Course and Learning Objectives:
Candidates can expect to gain competence in the following areas:
This capability course focuses on organizing Operational Support and Analysis activities. Participants will learn the principles and core elements along with the activities and technology & implementation considerations. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Operational Support and Analysis certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The 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.
Course Student Material:
Students will receive an ITIL® Operational Support and Analysis classroom workbook containing all of the presentation materials, course notes, case study and sample exams.
About the Examination:
Exam Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Exam Delivery: Paper based Exam Duration: 90 minutes
Open/Closed Book: Closed Book
An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.
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