Course Details
Overview
This Intermediate level course is part of the ITIL certification program. The Foundation level course is a mandatory requirement for all other levels within the certification scheme.
Certification:
ITIL Intermediate Qualification: Operational Support and Analysis Certificate
Objectives
This official ITIL capability certification course enables you to master the key ITIL processes needed to create a stable IT infrastructure that business can rely on. It includes a mix of instructor-led training and hands-on exercises to help participants learn about the practical application of the ITIL concepts, organizational structures, roles, functions and process activities related to the following processes:
- Incident Management
- Problem Management
- Request Fulfillment
- Event Management
- Access Management
Outline
- How OSA processes and functions bring value to the business in supporting the service lifecycle
- In-depth review of the key processes, and their associated activities, functions, roles, responsibilities, challenges, risks and critical success factors:
- Incident Management: Focuses on restoring services back to normal operations as soon as possible, according to agreed service levels
- Problem Management: Focuses on the prevention of Problems and the elimination of recurring Incidents
- Request Fulfillment: Manages the fulfillment 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
- Event Management: Focuses on any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
- Access Management: Grants authorized users the right to use a service, while preventing access to non-authorized users
- In-depth review of these critical related functions:
- IT Operations Management
- Technical Management
- Application Management
- Service Desk
- 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 Management
- Technology and implementation considerations
Target Audience
- Individuals who have attained the ITIL Foundations Certificate in IT Service Management and who wish to advance to higher level ITIL certifications
- Individuals involved in the OSA processes and functions identified above, and who require a deep understanding of how they may be used to enhance the quality of IT service support within an organization
- IT professionals working within an organization that has adopted ITIL and who need to be informed about and thereafter contribute to an ongoing service improvement program
Pre-Requisites
You must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.