Select City & Date
- select dates18-22 Jun 2012, Melbourne9-13 Jul 2012, Canberra10-14 Sep 2012, Melbourne5-9 Nov 2012, Sydney
Course Length | 5 Days
Total Price | $3,800.50
This price includes taxes where applicable.

The ITIL® Intermediate Qualification: Operational Support & Analysis (OSA) Certificate is part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate.

Course Structure

This 5 day course immerses students in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Operational Support an Analysis of services and service delivery. Successful implementation of ITIL® Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. The main process and function focus areas in this course include: Event Management, Incident Management, Request Management, Problem Management, and Access Management.


Course Brochure PDF

Examination

The exam comprises 8 multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one of which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. Maximum 90 minutes for all candidates in their respective language, and a minimum passing score of 70%.

Who Should Attend

• IT professionals involved in IT Service Management implementation and improvement
• Operational staff, managers and team leaders involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.

Pre-requisites

ITIL® Foundation Certificate

Course Competencies

• Service Management as a Practice
• Service Operation Principals
• The processes pertaining to Operational Support & Analysis across the Service Lifecycle
• Specific emphasis on the Service Operation Lifecycle processes and roles such as: Organising for Service Operation, which describes functions to be performed within the Service Operation-Service Operations and Support roles and responsibilities
• Event Management which defines any detectable occurrence that has significance for IT Management
• Incident Management which has the capability to bring services back to normal operations
• Request fulfilment which fulfils a request providing quick and effective access to standard services
• Problem Management which prevents problems and resulting Incidents from happening
• Access Management which grants authorised users the right to use a service.

Select City & Date
- select dates18-22 Jun 2012, Melbourne9-13 Jul 2012, Canberra10-14 Sep 2012, Melbourne5-9 Nov 2012, Sydney
Course Length | 5 Days
Total Price | $3,800.50
This price includes taxes where applicable.