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This ITIL® Operational Support and Analysis (Hide) 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.

Certification:

Enhance your profile with a CPD-accredited certificate, available for an additional cost after course completion.

Course Curriculum

Course Introduction
Course Organization FREE 00:07:00
Course Conventions & Agenda FREE 00:06:00
Introduction to Operational Support & Analysis
Service Operation 00:09:00
Principles of OSA 00:19:00
OSA Summary 00:02:00
Service Operation Processes
Event Management 00:45:00
Incident Management 00:36:00
Request Fulfillment 00:22:00
Problem Management 00:42:00
Access Management 00:22:00
Operational Activities of Other Lifecycle Processes 00:10:00
Service Operation Processes Summary 00:04:00
OSA Common Activities
Common Activities 00:09:00
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
Organizational Structures 00:08:00
Roles & Responsibilities 00:16:00
Technology Considerations 00:15:00
Implementing OSA 00:15:00
Organize & Implement Summary 00:05:00
Workbooks
Workbooks – ITIL® Operational Support and Analysis 00:00:00
Mock Exam
Mock Exam – ITIL® Operational Support and Analysis 00:20:00
Final Exam
Final Exam – ITIL® Operational Support and Analysis 00:20:00

Course Reviews

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TAKE THIS COURSE OR ALL COURSES FOR £69.99
  • £320.00
  • 1 year
  • Course Certificate
  • Number of Units26
  • Number of Quizzes2
  • 6 hours, 38 minutes
4 STUDENTS ENROLLED