ITIL Operational Support & Analysis (OSA) training

$850.00$950.00

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Description

The ITIL Credit System supports the ITIL® qualification scheme by recognizing your investment in ITIL qualifications.

Within the ITIL credit system, each ITIL and ITIL-related qualifications has been assigned a specific credit value, based upon their level of ITIL content.

Upon successful completion of any ITIL examination recognized under the scheme, a candidate will be awarded both the certification and the credits attached.

The credits earned through this system can then be used towards the ITIL Expert level of certification, for which candidates must have earned a required number of credits (22) from qualifications which cover the full spectrum of ITIL best practice.

ITIL Credit System pyramid diagram

https://www.axelos.com/qualifications/itil-qualifications/itil-credit-system

The Capability stream is targeted at delegates who will carry out ITIL processes on a day to day basis.

The Operational Support and Analysis course covers principles and processes that allow delegates to create an efficient and effective support offering for live services.

Course contents

  • 10 Modules, divided into easy to absorb lessons
  • Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Operation core volume is recommended

Topics include:

  • Introduction to Operational Support and Analysis
  • OSA processes and functions:
    • Event Management
    • Incident Management
    • Request Fulfilment
    • Access Management
    • Problem Management
    • Service Desk
    • Technical Management
    • Application Management
    • IT Operations Management
  • Technology and implementation considerations
  • Preparing for the exam

Pre-requisites

  • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
  • 30 hours of study via an accredited training solution – confirmed by your course completion certificate
  • 2 years IT experience is desirable
  • 12 hours of self-study using the Service Operation core volume is recommended

Additional information

Duration

90 days, 150 days