ITIL Capability - Operational Support & Analysis (OSA)

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Overview

This CSME/APMG accredited training program is for individuals seeking specialist certification in ITIL's Operational Support & Analysis practice area. Candidates for this program include implementation and operation specialist who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Operation Book), training and examination components related to this certification.

• Service Management as a Practice
• Service Operation Principles
• The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
• How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
• How to use and measure the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
• The importance of IT Security and its contributions to ITIL Operational Support and Analysis
• Understanding the technology and implementation considerations surrounding ITIL Operational Support and Analysis
• The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis
• Specific emphasis on the Service Operation Lifecycle processes and roles
• Operational activities of processes covered in other Lifecycle stages
• Organizing for Service Operation which describe functions to be performed within the Service
• Operation and Support such as Service Desk, Technical , IT Operations and Application Management

Training Delivery Options

Our classroom program includes 30 hours of instructor led presentations, a student workbook plus membership in our support community - My itSM Mentoring Community™.

Our online video classroom program includes 6.5 hours of instructor led video presentations, an online student workbook plus membership in our support community - My itSM Mentoring Community™.

Our blended classroom program includes both the classroom and online video classroom materials plus membership in our support community - My itSM Mentoring Community™. The final delivery configuration and schedule is set by the client.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

• 4 ITIL Expert Credits
• 38 PDU Credits