This ITIL® Operational Support and Analysis leads to a Certificate in ITIL Service Capability Management – Operational Support and Analysis. The Service Capability series is focused on role-based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within ITIL IT Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use. With this course you will learn how to successfully apply Operational Support and Analysis best practices and gain competencies in OSA processes. You will be able to manage day-to-day service outages and how to structure and manage Service Operation functions including the Service Desk.
This course is suitable for anyone working in Operations/ Live Service, Application Developers and Managers, Technical Authors, Process Authors, Security & Information Assurance Staff and Metrics & Measurement staff.
How is this qualification is delivered?
Our courses are taught entirely online, meaning you can access the materials wherever, whenever, at a pace that suits you, without formal deadlines or teaching schedules.
These can be accessed through any device with an internet connection. Our e-learning platform is optimised for use on mobile, tablet, laptops and desktop computers.
How is the course assessed?
Our ITIL® Operational Support and Analysis will ensure that you’re fully prepared for the exam. Successful completion of the exam – provided by the authorised awarding body – is a prerequisite to obtaining your qualification.
However you will be able to obtain a course completion certificate from St. Paul’s College upon completion of the course.
|Course Conventions & Agenda||00:06:00|
|Introduction to Operational Support & Analysis|
|Principles of OSA||00:19:00|
|Service Operation Processes|
|Operational Activities of Other Lifecycle Processes||00:10:00|
|Service Operation Processes Summary||00:04:00|
|OSA Common Activities|
|OSA’s Common Activities||00:14:00|
|Common Activities Summary||00:02:00|
|Service Operation Functions|
|Service Desk Function||00:14:00|
|Technical Management Function||00:09:00|
|IT Operations Management||00:10:00|
|Application Management Function||00:14:00|
|Service Operation Functions Summary||00:03:00|
|Organize & Implement|
|Roles & Responsibilities||00:16:00|
|Organize & Implement Summary||00:05:00|
|Workbooks – ITIL® Operational Support and Analysis||00:00:00|
|Mock Exam – ITIL® Operational Support and Analysis||00:20:00|
|Final Exam – ITIL® Operational Support and Analysis||00:20:00|
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