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Capability Management/Operation Support and Analysis Boot Camp

 

 

Click Here to View Schedules & Pricing and to Enroll Online

 

 

Duration: 5 Days

  

 

Description:

 

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding
qualification but is also part of the ITIL Intermediate Capability stream, and one of the modules
that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module
and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on
industry practices in service management as documented in the ITIL Service Lifecycle core publications.

 

 

Prerequisites:

 

• IT professionals
• Business managers
• Business process owners
• Individuals who require a deep understanding of the ITIL Certificate in the Operational Support
and Analysis processes and how it may be used to enhance the quality of IT service support
within an organization
• IT professionals who are working within an organization which has adopted and adapted ITIL
and who need to be informed about, and thereafter contribute to, an ongoing service
improvement programmer
• Operational staff involved in event management process, incident management process,
request fulfillment process, problem management process, access management process
service desk, technical management, IT operations management and application management,
and who wish to enhance their role-based capabilities
• Individuals who have attained the ITIL Foundation Certificate in IT Service Management and
wish to advance to higher level ITIL certifications
• Individuals seeking the ITIL Expert Certificate in IT Service Management for which this
qualification can be one of the prerequisite modules
• Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for
which the ITIL Expert is a prerequisite .

 

 

What's Included:

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers  & Onsite Certification Testing
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

 

 

 

Course Outline:

 

• Introduction to operational support and analysis
• The value to the business of OSA activities
• The lifecycle within the OSA context
• The scope of OSA processes and functions
• Optimizing service operation performance.
• Event management
• The event management process inclusive of its design strategy, components, activities, roles and
operation including its organizational structure, as well as any interfaces with other processes
• Efficient event management and provision of examples showing how it is used to ensure service
quality within OSA
• The benefits and business value that can be gained from event management.
• Incident management
• The incident management process inclusive of its design strategy, components, activities, roles
and operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management
within OSA practices
• The benefits and business value that can be gained from incident management.
• Request fulfillment
• The request fulfillment process inclusive of its design strategy, components, activities, roles and
operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management
within OSA practices
• The benefits and business value that can be gained from request fulfillment as related to OSA.
• Problem management
• The end-to-end process flow for problem management inclusive of design strategy, components,
activities, roles and operation including its organizational structure, as well as any interfaces with
other processes
• A measurement model and the metrics that would be used to support problem management within
OSA practices
• The benefits and business value that can be gained from problem management.
• Access management
• The end-to-end process flow for access management process inclusive of design strategy,
components, activities, roles and operation including its organizational structure, as well as any
• interfaces with other processes
• A measurement model and the metrics that would be used to support access management within
• OSA practices
• The benefits and business value that can be gained from access management as related to OSA.
• The service desk
• The complete end-to-end process flow for the service desk function inclusive of design strategy,
components, activities and operation, as well as any interfaces with other processes or lifecycle
phases
• The service desk validation components and activities (e.g. service desk role, organizational
structures, challenges, issues safeguards, etc.) and how these test components are used to
ensure service quality within OSA
• A measurement model and the metrics that would be used to support the service desk function
within OSA practices.
• Functions
• The end-to-end process flow for OSA functions (i.e. technical management, IT operations
management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with
• other processes
• The benefits and business value that can be gained from functions as related to OSA.
• Technology and implementation considerations
• Technology requirements for service management tools and where/how they would be used within
OSA for process implementation
• What best practices should be used in order to alleviate challenges and risks when implementing
service management technologies
 

 

 

Academy Code of Honor:  
The Academy guarantees that students shall pass all vendor examinations during the training program or may re-attend within one year of the program completion date. Students will only be responsible for accommodations and vendor exam fees.  

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