About this ITIL® Operational Support and Analysis (OSA) course
This 4-day course immerses participants in the practical aspects of the ITIL Service Lifecycle and the processes associated with Operational Support and Analysis (OSA).
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 in resolution and support of the Service Management Lifecycle.
This course is designed using and engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions students to successfully complete the associated exam.
At the end of this course, the participant will:
Understand Service Operation principles, purposes and objectives
Know the important role of Operational Support and Analysis in service provision and understand how the in-scope processes interact with other Service Lifecycle processes
Have a deep insight in the activities, methods and functions used in each of the OSA processes
Be able to apply OSA processes, activities and functions to achieve operational excellence
Know how to measure Operational Support and Analysis performance
Be able to measure the importance of IT Security and how it supports OSA
Understand technology and implementation requirements in support of OSA
Be fully aware of the challenges, critical success factors and risks related with OSA
Time scedule :
Courses start at 9h00 and end at 17h00 - exam 1 week after the training.
Untroduction & Service Management as a practice
Technology & Implementation Considerations
Homework (Review of day's material)
Exam 1 week after the Training
The Operational Support and Analysis Capability course will be of interest to:
Individuals who want to pursue the intermediate and advanced level ITIL certifications.
Individuals and/or operational staff who require a deep practical understanding of the OSA processes and how these may be used to enhance the quality of IT service support within an organization.
IT Professionals involved in IT Service Management implementation and improvement programs.
Candidates to this course must hold an ITIL Foundation V3 Certificate.
There is no mandatory requirement but 2 to 4 years of professional experience working in IT Service Management is highly desirable.
To sit the exam, evidence of ITIL Foundation V3 Certificate and completion of the OSA training is required.
It is recommended that students should complete at least 15 hours of personal study by reviewing the syllabus and the associated areas of ITIL Service Management core guidance
The exam is a closed-book exam with 8 multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum of 90 minutes for all candidates in their respective language. Candidates sitting the exam in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary.
Pass score is 28/40 or 70 %.
Note that the certification examination will be scheduled ± 2 weeks after the training (date will be discussed during course)
Course Student Material:
Participant reference material contains the concepts that are covered in the class and a workbook that with all the exercises and answers in the appendix.
The Exam Preparation Guide contains the two sample exams.
Credits: Upon successful passing of the ITIL OSA exam, the student will be recognized with 4 credits in the ITIL qualification scheme. Project Management Institute – PDU’s = 40.