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ITIL® Intermediate: Operational Support and Analysis

COURSE TYPE

Intermediate

Course Number

995

Duration

5 Days

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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
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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

Feb 26 - Mar 2 (5 Days)
9:00 AM - 5:00 PM EST
Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

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Live, Online
In-Class

Mar 19 - 23 (5 Days)
9:00 AM - 5:00 PM EDT
Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

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Live, Online
In-Class

Apr 23 - 27 (5 Days)
9:00 AM - 5:00 PM EDT
New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

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Live, Online
In-Class

Jun 25 - 29 (5 Days)
9:00 AM - 5:00 PM EDT
Toronto / Online (AnyWare) Toronto / Online (AnyWare) Reserve Your Seat

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Live, Online
In-Class

Jul 30 - Aug 3 (5 Days)
9:00 AM - 5:00 PM EDT
Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

How would you like to attend?

Live, Online
In-Class

Sep 17 - 21 (5 Days)
9:00 AM - 5:00 PM EDT
Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

How would you like to attend?

Live, Online
In-Class

Oct 22 - 26 (5 Days)
9:00 AM - 5:00 PM EDT
New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

How would you like to attend?

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In-Class

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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

Contact Us »

Course Tuition Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

ITIL Certification Success Package
Exclusively available from Learning Tree, your ITIL training comes with a suite of benefits, including: unlimited course and exam retakes, free webinars, and expert guidance through the ITIL certification process.

Free Course Exam
You can take your Learning Tree course exam on the last day of your course or online at any time after class and receive a Certificate of Achievement with the designation "Awarded with Distinction."

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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.

*All AnyWare remote attendees will need to contact our Learning Tree Customer Service department prior to their course start date in order to make arrangements for taking the necessary ITIL exam.

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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PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
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“My Learning Tree ITIL instructor did a great job. He brought a ton of real-world experience and examples to the table.”

- D. Correa, Project Manager
Applied Information Sciences, Inc.

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