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ITIL® Operational Support and Analysis (OSA)

Course Overview

This ITIL Service Lifecycle course immerses participants in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes. 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.

Target Audience

The Service Operation Lifecycle course will be of interest to:
Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.
Individuals who require a deeper understanding of the ITIL Service Operation stage of the ITIL Service Lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved.
A typical role includes (but is not restricted to): IT managers, Process owners, ITSM implementation teams, consultants, stakeholders or anyone else involved in the ITSM project

Course Objectives:

Upon completion of this course and examination, the participant will gain competencies in:
Understanding Service Management as a Practice and Service Operation principles, purpose and objective
Understanding how all Service Operation processes interact with other Service Lifecycle processes
The sub-processes, activities, methods and functions used in each of the Service Operation processes
The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
How to measure Service Operation performance
Understanding technology and implementation requirements in support of Service Operation
The challenges, critical success factors and risks related with Service Operation

Course Prequisites:

Candidates for this course must:
Hold an ITIL Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL , e.g.: ITIL v2, must pass the current ITIL Foundation exam before attending this course)
There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
It is recommended that participants can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
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 is strongly recommended that candidates read the ITIL® Service Lifecycle core publications in advance of attending training for the certification.

    To learn more or if interested to register please click here
    All ITIL® courses are offered by ITpreneurs in partnership with QT&T Consulting (Asia) Pte. Ltd.