Study for a qualification in ITIL Operational Support & Analysis (OSA) by taking an accredited online training course from Good e-Learning! This course will provide you with a good understanding of the Operational Support and Analysis principles, its processes and other aspects within the capability stream.
The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Operational Support & Analysis. Success in the exam will also earn you 4 credits towards the 22 credits needed to gain the ITIL Expert qualification.
Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for an ITIL Operational Support & Analysis qualification in IT Service Management.
This is a multiple choice exam consisting of eight scenario-based questions. Each question is gradient scored, meaning that you will have four answer options to choose from, and each answer will either be
worth five marks, three marks, one mark, or zero marks. You will have 90 minutes to complete the
exam. The exam is closed book - you cannot make use of any resources or materials during the exam.
There are a maximum of 40 potential marks in this exam; to pass you must get at least 28 out of 40 marks correct (70%).
FREE PEOPLECERT exam voucher included as well as mock exams and quizzes concluding each module
This course will be of benefit to any IT professional who needs to understand the concepts and activities of ITIL Operational Support and Analysis at management level. It will also benefit operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management,
Access Management and the Service Desk, Technical Management, IT Operations Management and Application functions who wish to enhance their role-based capabilities. It is also suitable if you have completed the ITIL Foundation certificate, and you are wishing to advance to higher level ITIL certifications.
Why you should take this course:
ITIL Operational Support and Analysis (OSA) focuses on the practical application of OSA practices in order to enable event, incident, problem, access, technical, IT Operations and application management, request fulfillment and Service Desk operations.
In taking this course, you will gain competence in the aspects of service management that relate to OSA including, the value of OSA activities for the business, how OSA supports and interacts with other service lifecycle activities, and how OSA can deliver operational excellence.
Students who complete this course will have learnt:
Event Management - Ensuring CIs and services are constantly monitored and aims to filter and categorize Events in order to decide on appropriate actions if required
Incident Management - Ensuring management of the life-cycle of all Incidents and return IT services to users as quickly as possible
Access Management - Ensuring authorized users are granted the right to use a service, while preventing access to non-authorized users
Problem Management - Ensuring management of the life-cycle of all Problems, preventing Incidents from happening, and to minimize the impact of incidents that cannot be prevented
Technical Management - Providing technical expertise and support for the management of the IT infrastructure
Request Fulfillment - Fulfilling Service Requests or requests for information
IT Operations Management - Ensuring management of IT services and their underlying infrastructure, executing day-to-day routine tasks related to the operation of infrastructure components and applications
Application Management - Ensuring management of applications throughout their life-cycle including design, test, operation and improvement of IT services, as well as developing the skills required to operate the IT organization's applications
Service Desk - Ensuring receipt and processing of Service Requests, assisting users, and for coordinating Incident Resolution with Specialist Support Groups
Key features of this course:
Accredited by PeopleCert
Credits awarded: 4
30 hours of course material
1x FREE exam voucher on request
Instant 6 months access
Quizzes and revision modules
Increase your earning potential by up to 20%
Average first time pass rate of 91%
ABOUT THIS COURSE
Study for a qualification in ITIL Operational Support & Analysis (OSA) by taking an online training course from Good e-Learning! The ITIL Operational Support and Analysis qualification is one of four ITIL Service Capability Courses and will provide you with guidance that focusses on the practical
application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management.
This course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination institute for the ITIL® Operational Support & Analysis Certificate in IT Service Management.
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