Learn about ITIL Operational Support and Analysis (OSA)

http://www.gogotraining.com, 1-877-546-4446
GogoTraining is an ITIL® accredited ATO and this course fulfills all requirements to sit for your exam.

The course builds on the general principles covered in the ITIL® Foundation course. It covers the capability aspects of Service Operation to enable the candidate to apply the practices and techniques. It includes Service Operations principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course considers the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

For information on how to take your ITIL examination, see the certification section below.

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Prerequisites back to top

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the v3 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission to the examination.

It is strongly recommended that candidates read the ITIL Service Operation publication in advance of attending training for the certification and note that references to the book will be made during the course.

Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

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Objectives back to top

Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:
•Service Management as a Practice
•Service Operation Principles
•The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
•How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
•How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
•How to measure ITIL Operational Support and Analysis
•The importance of IT Security and its contributions to ITIL Operational Support and Analysis
•Understanding the technology and implementation considerations surrounding ITIL Operational
•Support and Analysis
•The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis
•Specific emphasis on the Service Operation Lifecycle processes and roles included in:
•Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
•Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
•Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
•Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
•Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
•Operational activities of processes covered in other Lifecycle stages such as:
•o Change Management
o Service Asset and Configuration Management
o Release and Deployment Management
o Capacity Management
o Availability Management
o Knowledge Management
o Financial Management for IT Services, and
o IT Service Continuity Management
•Organizing for Service Operation which describe functions to be performed within the Service
•Operation and Support such as Service Desk, Technical Management, IT Operations
•Management and Application Management
http://www.gogotraining.com, 1-877-546-4446

Category:

Education

Tags:

• itil
• osa
• gogotraining
• it
• elearning
• vlearning