We use cookies to provide you with the best possible experience. Please carry on browsing if you're happy with this or click here to find out more about how we use cookies and how to manage your preferences.

Contact us online or call us on 0191 377 8377

  • Name*:*
  • Organisation:
  • Telephone:
  • Email:*
  • Message*:*
  • Send me a copy of this email
  • Send me course updates from time to time via email

    Your subscription will naturally terminate after your chosen time limit. We will get in touch just before the end so that you can subscribe again if you would like to continue receiving information after that point.

* Required Fields
Course ITIL®Capability Certificate in Operational Support and Analysis
  • Course Options
    Please contact us to discuss options for this course
Overview
The ITIL® Operational Support and Analysis certificate is one of the four phases of the ITIL® Capability cycle of courses. Where the ITIL® Lifecycle courses concentrate on the processes themselves, these courses also concentrate on the Management angle of the ITIL® Lifecycle. Operational Support and Analysis looks at the most customer-facing element of the ITIL® Lifecycle, Service Operation. This five-day course will take you through an explanation of these fundamentals and show how they drive the need for managing the day-to-day operation of an Organisation’s Information Technology services, and covers issues relating to the people, processes, infrastructure technology and relationships necessary to ensure the high-quality, cost-effective provision of IT service necessary to meet organisational needs. The course ends with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28/40 (70%). You will be appropriately prepared for this by our tutors throughout the course, and will sit two mock exams to raise your confidence levels.

The ITIL® Operational Support & Analysis (OSA) intermediate certificate is one of the four capability phases that build on the knowledge gained from the ITIL® Foundation certificate. This capability phase is for those who wish to gain a deeper level of understanding of the ITIL® processes and roles, how they are implemented and interact.

The primary focus for this ITIL® Operational Support & Analysis is to effectively ‘keep the engine running’ through: Identifying and correcting the cause(s) of service failures (Incident and Problem Management) Managing the fulfilment of requests for services Ensuring that the correct levels of access are maintained, so the right people have access to the right data
Target Audience
    • This course is aimed at those who:

      Are an individual who requires a detailed understanding of the OSA processes and how they may be used to enhance the quality of IT service support within an organisation
    • Are an IT professional working within an organisation that has adopted and adapted ITIL® and needs to be informed about and thereafter contribute to an on-going service improvement programme
    • Are a member of Operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
    • Are in one of the following IT professions or areas: Configuration Manager, Availability Manager, System Software, Applications Support, IT Operations Manager, Network Control and Operation, Database Administrator, Problem Manager, Network Support
What's included
    • For courses held on our premises, complimentary tea, coffee and biscuits are available. Lunch is not provided, however, there is a wide variety of eateries within a short walk of the centre.
    • Comprehensive course materials and exercises

 

Course Dates Please contact us to discuss dates for this course, thank you

 

 

 

 

 

Contact us

  • Name*:*
  • Organisation:
  • Telephone:
  • Email:*
  • Message*:*
  • Send me a copy of this email
  • Send me course updates from time to time via email

    Your subscription will naturally terminate after your chosen time limit. We will get in touch just before the end so that you can subscribe again if you would like to continue receiving information after that point.

* Required Fields