Embedded into the OSA course is our unique virtualization, Living the Lifecycle^®. Woven through all of ITSM Academy's ITIL Certification classes, this virtualization brings ITIL concepts and processes to life. Within a virtual business environment, as a group, we introduce a service and then follow it from strategic decision through implementation.

This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL concepts
- Apply concepts to a neutral, real world situation
- Learn different perspectives
- Reinforce examinable concepts

Learning Objectives:

• Service Operation Principals; Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management
• Processes across the Service Lifecycle pertaining to Operational Support and Analysis
• Operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management, Financial Management for IT services, and IT Service Continuity Management
• Common Service Operation activities related to Service Operation and Support
• Service Operations and Support Service Operation roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks

Audience:
The primary audience is IT operational staff and management requiring deep knowledge of, or involved in, Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management and Application Management 

Delivery:
Course is delivered by instructors with real-life implementation experience in the OSA processes.  Learn from those who have actual hands on experience in achieving improvements in Incident Management, and developing a known error database.  Our students are immersed for 5 days in material that is presented in a fun, practical manner using exercises, sample exams and real life service management examples.

“Loved the format of the class, lots of real world examples, reviews and tips on test taking strategies. Instructor provides relevant examples that answered or brought more clarity to the subject matter. Thank You ITSM Academy!” ~ OSA Class Survey, September 2010

Prerequisites:

• The ITIL Foundation Certification in IT Service Management - obtained through ITIL V3 Foundation or Foundation Bridge Course
  
• Two (2) to four (4) years professional experience with service management

Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Operational Support and Analysis Certificate.

Diploma:
ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education to offer occupational IT Service Management Professional (ITSMP)^® Diplomas. This course earns ITSMP students credits toward their Change Manager, Support Manager and/or Service Level Manager Diplomas.

ITIL Expert:
Earn 4 credits of the 22 required to achieve the ITIL Expert^TM Certification.

Project Management Institute (PMI) Professional Development Units (PDUs):
ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 38 contact hours or PDUs upon completion of this course.

Instructors:
As with all ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.

Trainers for this course are ITIL Experts^TM, OSA Certified and have successfully completed ITSM Academy's OSA Train-the-Trainer Program.

Course / Student Material:

• Five (5) Days Instructor Led Training and Exercise Facilitation (38 Class Hours/12 Study Hours)
• Access to pre-course recorded training
  - Reviews key ITIL Foundation concepts
  - Describes pre-class reading and assignments
  - Provides tips for exam preparations
• Learner Manual (excellent post-class reference)
• Study aids and sample exams
• Participation in Living the Lifecycle^®, ITSM Academy's unique series of case study-based exercises
• Exam Preparation
• In-Class Exam

The OSA exam is a very challenging test. This course requires a minimum 12 hours of personal study, including pre-reading.

• Upon registration, learners will be provided the pre-course reading list which includes the case study and process chapters from the appropriate ITIL book(s).
  
• Learners need access to the full suite for the pre-reading and will need to bring the Service Operation book to class.
  
• The textbooks are NOT included with purchase of this course. The books can be purchased from ITSM Bookstore.

Maximum Learners per Class is 18.

Unless otherwise noted, classes are held in one of ITSM Academy's Training Centers. Convenient by air, car or train. Hotel discounts available to ITSM Academy learners traveling to our Training Centers.

Contact us for corporate, onsite delivery of this class.

ITIL Foundation certification is required to take the Exam. Proof of certification must be provided to ITSM Academy a minimum 2 weeks prior to the start of class. Please email certification information to exams@itsmacademy.com or fax it to 954.252.2487

ITSM Academy Open Enrollment Class Terms and Conditions.

Next Steps: Other ITIL Capability and Lifecycle courses - click here for guidance.

ITIL Capability Course OSA - Operational Support and Analysis.