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ITIL® Operational Support and Analysis OSA

Logo ITIL

Certification : ITIL® OSA Capability
Duration : 5 Days
Course Delivery : Classroom
Credits: 4 Credits to ITIL® Expert
Language : Romanian / English
PDU : 35 PDU's
Price : 5900 RON plus VAT incl exam



 

Course Description:

This 5-days course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. 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 training is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Audience:

The Operational Support and Analysis Capability course will be of interest to:

  • Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
  • IT professionals involved in IT Service Management implementation and improvement programs.
  • A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

Learning Objectives:

At the end of this course, the learner will gain competencies in:

  • The importance of Service Management as a Practice concept and Service Transition principles, purpose and objective
  • Knowing the important role of Operational Support and Analysis in service provision and understanding of how the inscope processes interact with other Service Lifecycle processes
  • The activities, methods and functions used in each of the Operational Support and Analysis processes
  • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure Operational Support and Analysis performance
  • The importance of IT Security and how it supports Operational Support and Analysis
  • Understanding technology and implementation requirements in support of Operational Support and Analysis
  • The challenges, critical success factors and risks related with Operational Support and Analysis

Course Organizational Logistics:

  • A maximum of 18 students can attend this course with 1 instructor
  • Classroom with U-shaped seating arrangement
  • 2 break out rooms where available- Whiteboard, flipchart, projector
  • Previous ITIL Certificate numbers need to be provided prior to the start of the course
  • Course runs 08:00 – 5:00 each day - the exam can be scheduled from 3:30 – 5:00 on the last day

Prerequisites:

Candidates for this course must:

  • Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is also strongly recommended that candidates:
    • Demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management in their own business environment
    • Have some experience of working in a service management capacity within a service provider environment

Preparation in advance:

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition and Service Operation books.

Course activities:

  • 2-3 hours of evening work is required in order to take the exam
  • Classroom lecturing.
  • Individual and group assignments.
  • Exam preparation session

Included in the course:

  • Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.
  • PeopleCert accredited exam
  • Electronic certificate
  • ITIL best practice core books are available at cost as electronic .pdf, printed book and online subscription versions
  • Lunch, coffee breaks

About the Examination:

  • ITIL® exam is PeopleCert accredited
  • Exam administration is PeopleCert responsability
  • ITAcademy enable with logistics the administration of the exams
  • Evidence of ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of Operational Support and Analysis Capability course from an Accredited Training Provider is required to sit the exam
  • The syllabus can be downloaded from:
    http://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
  • Pass score is a minimum of 4 correct answers and a combined score of 28/40 or 70%
  • Distinction pass score is under consideration

Credits:

  • Upon successful passing of the ITIL Operational Support and Analysis Capability exam, the student will be recognized with 4 credits in the ITIL qualification scheme

 
 

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