ITIL® Intermediate: Operational Support and Analysis
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Gain the foundational knowledge and skills to plan, implement, and optimize IT processes in this ITIL Service Capability training course. This five-day course will provide you with the foundational knowledge needed to pass the ITIL Intermediate Operational Support and Analysis certification exam, and four credits towards your ITIL Expert certification.
You Will Learn How To
- Prepare for and pass the ITIL Operational Support and Analysis (OSA) exam
- Outline key activities for ITIL OSA processes
- Achieve operational excellence by applying ITIL OSA processes
- Verify the success of OSA by evaluating challenges, critical success factors, and risks
Important Course Information
Requirements:
- Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
Recommended Experience:
- Basic IT literacy and around two years of IT experience
Course Preparation:
- Before your event, you will be sent a Pre-Course Study Guide and the Operational Support and Analysis ITIL Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study
- You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
Exam Information:
- The ITIL Operational Support and Analysis exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
- Achieving the ITIL Intermediate Qualification: Operational Support and Analysis certificate provides four credits toward your ITIL Expert certification
All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee:
- Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
- ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.
Course Outline
- ITIL OSA: Introduction and Overview
- Service management as a practice
- The service value proposition
- Optimizing operational service performance
- The role of OSA processes in the lifecycle
- How OSA supports the service lifecycle
- Core Service Operation Processes
Event management
- The purpose, goal and objectives of event management
- Triggers, inputs, outputs and the process interfaces
- Using critical success factors to check effectiveness
- Employing active and passive monitoring tools
Incident management
- Managing the incident lifecycle
- Identifying process activities, methods and techniques and how they relate to the service lifecycle
- Interaction with design services
- Incident management involvement
Request fulfillment
- Scope of the processes
- The policies, principles and the request model concept
- Dealing with service requests from users
- How KPIs can verify effectiveness and efficiency of the request fulfillment process
Problem management
- The objectives of the problem management process
- Managing the lifecycle of problems
- Value to the business and the service lifecycle
- Identifying triggers, input and output to other processes
- Analyzing critical success factors to check efficiency
Access management
- Policies, principles and basic concepts
- Managing authorized user access
- Distinguishing access management and information management
- Executing security and availability management policies
- Challenges and critical success factors
- Verifying effectiveness and efficiency
- Service Desk
- Establishing the service desk objectives
- Organizational structures and staffing options
- Providing a single point of contact
- Measuring effectiveness and efficiency
- Impact of service desk on customer perception
- Reasons and options for outsourcing the service desk
- Service Operation Functions
- Functions of technical management, IT operations management and application management
- How the functions contribute to OSA
- Identifying the roles of each function
- Distinguishing the objectives of each function
- Analyzing the function's activities
- Technology Considerations
- Generic technology requirements
- Evaluation criteria for technology and tooling for process implementation
- Planning and implementing service management technologies
- Assessing and managing the project, risk and staffing for process implementation
- Identifying the critical success factors and risks related to implementing practices and processes
- Implementation Considerations
- Managing change in service operation
- Examining implementation aspects of service operation and project management
- Assessing and managing risk in service operation
- Operational staff considerations in service design and transition
- How to plan and implement service management technologies
Convenient Ways to Attend This Instructor-Led Course
Hassle-Free Enrolment: No advance payment required to reserve your seat.
Tuition due 30 days after you attend your course.
In the Classroom
Live, Online
Private Team Training
In the Classroom — OR — Live, Online
Tuition — Standard: $3710 Government: $3260
Jul 30 - Aug 3
(5 Days)
9:00 AM - 5:00 PM EDT
Ottawa / Online (AnyWare)
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Sep 17 - 21
(5 Days)
9:00 AM - 5:00 PM EDT
Herndon, VA / Online (AnyWare)
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Oct 22 - 26
(5 Days)
9:00 AM - 5:00 PM EDT
New York / Online (AnyWare)
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Jan 28 - Feb 1
(5 Days)
9:00 AM - 5:00 PM EST
Ottawa / Online (AnyWare)
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Mar 18 - 22
(5 Days)
9:00 AM - 5:00 PM EDT
Herndon, VA / Online (AnyWare)
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Apr 1 - 5
(5 Days)
9:00 AM - 5:00 PM EDT
New York / Online (AnyWare)
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Guaranteed to Run
When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.Private Team Training
Enroling at least 3 people in this course? Consider bringing this (or any course that can be custom designed) to your preferred location as a private team training.
For details, call 1-888-843-8733 or Click here »
Tuition
Standard
Government
In Classroom or
Online
Standard
$3710
Government
$3260
Private Team Training
Course Tuition Includes:
Training Hours
Days 1 - 4 Course Hours:
9:00 a.m. - 5:00 p.m.
Two 15-minute breaks
60-minute lunch
Day 5 Course Hours - Last Day:
9:00 a.m. - 4:00 p.m.
Two 15-minute breaks
60-minute lunch
Free Course Exam*:
2:30 p.m. - 4:00 p.m.
Both Learning Tree and this course have been accredited by PEOPLECERT. As an Accredited Training Organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PEOPLECERT is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organizations and individuals manage their projects, programs, and services.
ITIL® is a registered trade mark of AXELOS Limited.
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