Introduction
The OSA course builds on the general principles covered as part of the ITIL Foundation course. It covers in-depth the Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management processes as well as the Service Desk, Technical Management , Application Management and IT Operations Management functions, to the level needed to introduce or improve these capabilities within an organization as an integral part of the overall business-focused Service Management framework.
Course Duration
This is an intensive five-day course that includes the official accreditor’s certification exam.
What You Will Learn
The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course has a number of study units with practical case study–based application to reinforce the knowledge gained. These include:
Prerequisites
Who Should Attend
Student Responsibilities
Students should complete at least 12 hours of personal study by reviewing the Service Operation publication prior to the course start and allow for a minimum of 90 minutes of study per evening during the course.
The OSA course and exam are very challenging. Upon registration for the course, students will be provided with a pre-course reading list. Students will be expected to read the sections listed from the appropriate ITIL book – Service Operation – before the first day of class.
Note: This ITIL publication is NOT included with the course but can be purchased from orders@diymonde.com.
Professional Qualification
This course forms part of the ITIL Intermediate qualification program. Successfully passing the 90 minute in-class exam, consisting of 8 complex, multi-part, multiple-choice, scenario-based, gradient-scored questions leads to the ITIL Intermediate Service Capability Certificate: Operational Support & Analysis. The pass mark is 70% (28/40).
Successful completion of this course and exam provides 4 points of the necessary 15 ‘electives’ to achieve the ITIL Expert certification (2 points for Foundation and 5 points for Managing Across the Life Cycle are mandatory).
Note: The Lifecycle courses ‘Service Operation’ and the Capability course ‘Operational Support & Analysis’ have a significant amount of overlap of topics and therefore, in the interests of achieving the broadest possible education, it is NOT recommended that both feature in the selection of courses taken in order to acquire the points necessary for the award of ‘ITIL Expert’ status – even though all points acquired will be credited.
Course Documentation
Each student will receive a full color course binder containing lecture notes, in-course exercises and answers, homework, practice questions and a practice exam. The ITIL Continual Service Improvement Key Element Guide will also be provided on courses commencing after its publication date. All materials are distributed on the first day.
Course Documentation
Each student will receive a full color course binder containing lecture notes, in-course exercises and answers, homework, practice questions and a practice exam. The Operational Support and Analysis ITIL Intermediate Capability Handbook will also be provided when published. All materials are distributed on the first day.
Instructors
All DIYmonde instructors are fully qualified and accredited by the appropriate examination board.
ITIL® is a registered trade mark of AXELOS Limited
CloseReach Ltd. is an affiliate partner of DIYmonde Solutions Inc.