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ITIL Intermediate In Operation Support and Analysis

  

About this Course

The course enables students to sit the ITIL® Capability examination in Operational Support & Analysis.

The ITIL® Intermediate Qualification in Operational Support & Analysis is a freestanding qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Intermediate Qualification in Operational Support & Analysis enables the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

Course Outline:

Upon successful completion of this course delegates will be able to demonstrate competencies in the following:

  • Learning Unit OSA01: Introduction to Operational Support and Analysis
  • Learning Unit OSA02: Event Management 
  • Learning Unit OSA03: Incident Management 
  • Learning Unit OSA04: Request Fulfilment 
  • Learning Unit OSA05: Problem Management 
  • Learning Unit OSA06: Access Management 
  • Learning Unit OSA07: The Service Desk 
  • Learning Unit OSA08: Functions 
  • Learning Unit OSA09: Technology and Implementation considerations 

Pre-requisites

Delegates must already hold the ITIL® Foundation or V2 Foundation plus the Foundation Bridge Certificate. It is expected that individuals demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment.

Who Should Take this course

This course would benefit those involved in the key elements of Operational Support & Analysis.

  • Event Management
  • Incident Management
  • Request Management
  • Problem Management
  • Access Management
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management

Those working towards the Expert certification (using the Capability Stream).

Training Duration:

Full-Time : 5 days (Time : 9.30am-5.30pm)

Training Methodology & Materials:

This is an intensive five-day course which includes the ITIL® Operational Support & Analysis examination which takes place on the final day.

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