Delegates attending the ITIL OSA e-Learning course will gain a comprehensive understanding of ITIL Service Management as it applies to the Operational Support & Analysis processes, aligned to the current version, ITIL: 2011.
The purpose of the ITIL Intermediate certificate in Operational Support & Analysis is to certify that the delegate has gained a thorough and detailed knowledge of the OSA processes, the structure and advanced concepts, and has comprehended the essential principles of ITIL based OSA practices for Service Management.
This course is delivered in partnership with Syzygal, which is a globally Accredited Training Organisation and Accredited Courseware Provider for the ITIL education & certification program.
WHATS INCLUDED
This e-Learning course has been designed by industry professionals and delivered by seasoned trainers. Based on Syzygals own TACT methodology this e-Learning course brings together theoretical learning with interactive activities that are focused on your memory retention, within this course you will have:
8 x engaging e-Learning chapter modules
Practice quiz question at the end of each module
Exercises to help knowledge retention, at the end of each module
A virtual mentor
Full online practice exams, with full rationales
COURSE CONTENT
How OSA processes and functions bring value to the business in supporting the service lifecycle
In-depth review of the key processes, and their associated activities and functions
Incident Management: Focusing on restoring services back to normal operation as soon as possible, according to agreed service levels
Problem Management: Focusing on the prevention of Problems and the elimination of recurring Incidents
Request Fulfilment: Managing the fulfilment of requests for services, with a goal of providing quick and effective access to standard services which business staff can use to improve their productivity
Event Management: Focusing on any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
Access Management: Granting authorised users the right to use a service, while preventing access to non-authorised users
In-depth review of the related functions: IT Operations Management, Technical Management, Application Management and The Service Desk
The impact operational support and analysis has on operational activities and other processes such as Change, Configuration, Release & Deployment, Capacity, Availability, Knowledge, Financial, and IT Service Continuity Management
REQUIREMENTS
Our e-learning modules run in a web browser and should work across most platforms. As a guideline the following specifications should be highlighted:
Windows 2000, XP Vista or Windows 8, or Mac OS X (or later)
Windows Pentium 2 processor or better (Pentium 3 recommended), or Macintosh G3 or higher
256 megabytes (MB) RAM or more (512 recommended)
800×600 screen resolution (1024×768 recommended)
An Internet connection
A web browser (see below)
We recommend using a latest browser, following are the minimum browser requirements for use with this e-Learning:
Windows: Internet Explorer 9+, Firefox, Chrome
Mac OS 10.3 and later: Firefox, Chrome