The ITIL® Certificate in Operational Support and Analysis (OSA) Course is one of the four courses that fit into the capability stream for ITIL® certification.
This certification is intended to enable the holders of the ITIL® Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.
It is accredited by, and follows the syllabus specified by the APM Group (www.apmgroup.co.uk).
- Individuals who have attained the ITIL® Foundation certificate in Service Management, who wish to advance to higher level ITIL® certifications
- Individuals who require a practical understanding of the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service within an organisation
- 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
Possession of ITIL® Foundation Certificates.
On attending the course please ensure you provide documented evidence that you have either passed the ITIL® Foundation Certificate by either presenting your certificate (or a copy of your certificate) to the course lecturer. If you cannot provide the physical certificate, then as a minimum you must provide the certificate number. If you have lost your certificate or you do not have a record of your certificate number please contact ISEB directly before attending the course. ISEB can be contacted on the following number 01793 417655.
Please note Delegates are required to complete 12 hours of pre course study prior to attending this course. Please spend this time re-familiarising yourself with the foundation level material as you will need this knowledge for the course you will be attending.
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.
The Operational Support and Analysis Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
- The Service Desk
- Technical Management
- IT Operations Management
The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70_CS_)
The ITIL® courses on this page are offered by Purple Griffon ATO of AXELOS Limited