ITIL® 2011 Edition Courses

Operational Support & Analysis (OSA)

CONTENTS:

  • Introduction to Operational Support & Analysis (OSA)
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Acess Management
  • The Service Desk
  • OSA Functions & Roles
  • Technology & Implementation Considerations
  • Summation & Review

WHAT YOU'LL LEARN:

  • Aligining ITSM with business needs
  • Key concepts of the processes involved
  • OSA Context within the Lifecycle
  • How OSA supports: 
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
    • Service Desk

Audience:

Those invididuals or groups who are involved in or require a deeper understanding of OSA; supplying quality IT services; the processes involved and their improvements

Prerequisite:

ITIL® 2011 Edition Foundation Certification; Basic IT compentence with up to 2 years of experience; 21 self-study hours of the Operational Support & Analysis (OSA) Syllabus and its Core Book references

 

***ITIL® is a registered Trademark of AXELOS Limited

ITIL - OSA Course Outline

Click the link above to download the Operational Support & Analysis (OSA) Course Outline

 

 

Delivery Option Links:

Conducted in Partnership with Ahead Technology (Canada)