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ITSM Academy

ITIL Capability Course: Operational Support & Analysis (OSA) - Accredited eLearning


ITIL Capability Course: Operational Support & Analysis (OSA) - Accredited eLearning

** Course retires December 31 2021 and all exams must be sat prior to this date - No Exceptions. (please see below) ** Learner is set up within 8 business hours. Access begins at log-in or after 28 days from purchase – whichever is sooner.

Product Description

Please note that this version of ITIL 3 intermediate course along with the exam will be discontinued by AXELOS on January 1, 2022. After this date, learners will not be able to sit an ITIL v3 Operational Support & Analysis exam. All exams need to be TAKEN prior to January 1, 2022. PeopleCert will not approve any exceptions. We recommend you request your exam by Friday, December 17th - or earlier.

Long gone are the days where the data center was in the basement and the "helpless desk" was a necessary evil. Today, businesses are irreversibly dependent upon technology and real dollars are lost when IT services are not available. The ITIL Capability course, Operational Support and Analysis (OSA), provides the best practice process knowledge required to monitor, deliver and support the IT services required to meet business needs, while preventing and reducing the costs of outages and lost productivity.

This course provides in-depth knowledge of the ITIL Operational Support and Analysis (OSA) areas: Event Management, Incident Management, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management and Application Management. 

About the Accredited ITIL Capability Course:

  • Study online at your own pace
  • Online access expires December 20, 2021 - Access starts as soon as you log-in, or after 28 days from purchase – whichever is sooner
  • Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
  • Tutor support available via email

Learning Objectives: Upon successful completion learners will understand:

  • OSA principles, purpose, objectives, processes and value
  • OSA methods and techniques
  • Technology and implementation considerations
  • Challenges, critical success factors and risks

Course also covers:

  • Details on activities, challenges, critical success factors and risks
  • Roles
  • Technical considerations
  • Implementation guidance
  • Provides more details on service management functions than other courses

Audience:  Anyone involved in the ongoing management of IT services including

  • Change Managers
  • Configuration Managers
  • Risk Managers
  • Quality Assurance
  • Knowledge Managers
  • Release Managers
  • Devops Teams

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

Course / Student Materials:

  • 10 easy to absorb lessons
  • Study duration: 30 hours mandatory study, also 21 hours self-study with the Service Operation core volume is recommended

Topics include:

  • Introduction to OSA
  • OSA principles
  • OSA methods and techniques
  • Organizing for OSA
  • Technology considerations
  • Implementing OSA
  • Challenges, critical success factors and risks
  • Preparing for the exam
  • OSA processes:
  • Change Management,
  • Service Asset and Configuration (SACM),
  • Knowledge,
  • Release and Deployment,
  • Service Validation and Testing,
  • Change Evaluation
  • Request Fulfillment

Prerequisites:  The ITIL Foundation Certification in IT Service Management (Retired as of July 1 2021).

Exam & Certification: Successfully passing (70%) the 90 minute exam, consisting of 8 complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Operational Support & Analysis certificate.

Access starts as soon as you log-in, or after 28 days from purchase – whichever is sooner. Purchased extensions are made active from the original expiration date.

The ITIL courses on this page are offered by IT Training Zone Ltd. an ATO of AXELOS Limited 

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