Course Details
Course Outline
1 - How OSA processes and functions bring value to the business in supporting the service lifecycle
2 - In-depth review of the key processes, and their associated activities and functions
3 - Incident Management
Focusing on restoring services back to normal operation as soon as possible, according to agreed service levels
4 - Problem Management
Focusing on the prevention of Problems and the elimination of recurring Incidents
5 - Request Fulfilment
Managing the fulfilment of requests for services, with a goal of providing quick and effective access to standard services which business staff can use to improve their productivity
6 - Event Management
Focusing on any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
7 - Access Management
Granting authorised users the right to use a service, while preventing access to non-authorised users
8 - In-depth review of the related functions
IT Operations Management, Technical Management, Application Management and The Service Desk
9 - Impact Operational Support and Analysis
The impact operational support and analysis has on operational activities and other processes such as Change, Configuration, Release & Deployment, Capacity, Availability, Knowledge, Financial, and IT Service Continuity ManagementITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.
Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Who is it For?
Target Audience
Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.
The Operational Support & Analysis Qualification would suit candidates working in the following IT professions or areas:
General IT Management
Configuration Manager
Availability Manager
Applications Support
IT Operations Manager
Network Control and Operation
Database Administrator
IT Security Manager
Problem Manager
Network Support
The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.
Other Prerequisites
Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.