Course Introduction

ITIL® Service Capability ITIL OSA (Operational Support & Analysis) is one of the four ITIL courses that create the ‘Capability Stream’. This ITIL® certification recommends delegates to practical and logical solutions to practice structure, roles, and tasks allowing ability in relation to Event, Incident, Problem and Access Management as well as Request fulfilment and Service Desk functions.

The ITIL® Service Capability certification is directed at IT Specialists, Business Managers and Business Process Owners. This ITIL® training course is mostly appropriate to staff included in Incident Management, Problem Management, and Service Desk who wish to develop their role-based capabilities.

 

                                                                              

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What's Included

Find out what's included in the training programme.

Course Content

Below is a list of the topics covered during this 5 day ITIL® course:

Introduction to Operational Support and Analysis:

  • The importance to the business of OSA actions
  • The ITIL® lifecycle within the OSA framework
  • The scope of OSA procedures and purposes
  • Enhancing service operation performance

Event Management:

  • Design, policy, components, actions, roles and operation
  • How it is used to guarantee service quality within OSA
  • The benefits and business value from event management

Incident Management:

  • Design, policy, components, actions, roles and process
  • The metrics that would be implemented to encourage incident management
  • The benefits and business value from incident management

Request Fulfilment:

  • Design, strategy, components, activities, roles and operation
  • The metrics that would be used to support request completion
  • The benefits and business value from request completion

Problem Management:

  • The end-to-end process flow for problem management inclusive of design strategy, components & activities
  • The metrics that would be executed to support problem management
  • The benefits and business value from problem management

Access Management

  • The end-to-end process flow for access management process inclusive of design strategy, components & activities
  • The metrics that would be used to support access management
  • The benefits and business value from access management as related to OSA

The Service Desk:

  • The complete end-to-end process flow for the service desk function inclusive of design strategy, components & activities
  • The service desk validation components and actions (eg service desk role, organizational structures, challenges, & issues)
  • The metrics that would be used to support the service desk function

Functions:

  • The end-to-end process flow for OSA functions (ie technical management, IT operations management, and applications management)
  • The benefits and business value from OSA functions

Technology and Implementation Considerations:

  • Technology supplies for effective OSA for process operation
  • Best practices to ease challenges and risks when applying service management skills

 

The exam is to be completed at a mutually convenient date (please see the below details for further information).

Online Exam:

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

The benefits of Online Exams are:

  • Rather than having to be out of the office for a paper exam, once you have received your exam voucher you can arrange directly with the accrediting body for a time that suits you
  • It allows you to complete all revision activities at your own pace to help you prepare for your exam to maximise your passing potential
  • It allows you to revise further before taking the exam
  • Exam results are issued much quicker than the paper based format

 

Compatibility Check for Online exam:     Please click here

Exam Guidelines:                                  Please click here

 

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Delivery Methods

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ITIL® Service Capability - Operational Support and Analysis Enquiry

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Reach us at 44 161 768 4797 or info@datrixtraining.com for more information.

FAQs

The ITIL® exam is taken on the final day of the course and includes a 90 minute, closed book plan with 8 multiple choice, situation based, gradient scored questions. The pass mark for the exam is 70%, or a minimum of 28 marks from a possible 40.