ITIL V3: Capability Certificate: Operational Support & Analysis

Product Description

Operational Support & Analysis (OSA) represents the capability of a set of core ITIL V3 processes & functions to effectively support an organization's services through day to day IT operations. Specific activities include properly monitoring events; fulfilling requests; granting access rights; & minimizing the adverse effects of incidents & problems.

A sound OSA practice is found in organizations that understand how to leverage these processes & functions, so that they collectively contribute to meeting defined service levels or targets, thus enhancing IT's role as a value-added business partner.

This course provides critical learning points for IT staff looking to acquire specific knowledge about ITIL terminology, organizational structures, roles, functions & process activities related to OSA. By understanding the implementation considerations for OSA, IT staff will be better equipped to fulfill the operational capabilities & competencies required to support the entire Service Lifecycle approach.

This course also prepares participants for the examination leading to the ITIL Intermediate Certificate: Operation Support & Analysis. The course material & associated exam is based on industry practices in Service Management & strategy as documented in the ITIL V3 Service Operation book.

Note: This course qualifies for four (4) credits within the ITIL V3 certification scheme upon passing the exam.

This training may be available onsite; please contact us if you are interested.