ITIL® Operational Support & Analysis (OSA)

R3,220.00R7,200.00

This 4-day Intermediate level course enables you to master the key ITIL processes needed to create a stable IT infrastructure that business can rely on.  It includes a mix of instructor-led training and hands-on exercises to help participants learn about the practical application of the ITIL concepts, organizational structures, roles, functions and process activities related to effective operational support.

Please note that from 1 November 2019, all AXELOS courses certified by PeopleCert need to be purchased with the exam. Please ensure that you add both the course and the exam to your cart from the drop-down options below. For any queries about this, please contact our Sales Team on info.africa@pinkelephant.co.za

Clear
Category: SKU: N/A

Description

LEARNING OUTCOMES

  • In-depth review of the key processes, and their associated activities, functions, roles, responsibilities, challenges, risks and critical success factors:
    • Incident Management: Focuses on restoring services back to normal operations as soon as possible, according to agreed service levels
    • Problem Management: Focuses on the prevention of Problems and the elimination of recurring Incidents
    • Request Fulfillment: Manages the fulfilment of requests for services, with a goal of providing quick and effective access to standard services which business staff can use to improve their productivity
    • Event Management: Focuses on any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
    • Access Management: Grants authorized users the right to use a service while preventing access to non-authorized users
  • How OSA processes and functions bring value to the business in supporting the service lifecycle
  • In-depth review of these critical related functions:
    • IT Operations Management
    • Technical Management
    • Application Management
    • Service Desk
  • The impact operational support and analysis has on operational activities and other processes such as Change, Configuration, Release & Deployment, Capacity, Availability, Knowledge, Financial, and IT Service Continuity Management
  • Technology and implementation considerations

WHO SHOULD ATTEND?

Configuration Manager, Availability Manager, System Software, Applications Support, IT Operations Manager, Network Control and Operation, Database Administrator, Problem Manager, Network Support

PREREQUISITES

The ITIL Foundation Certificate in IT Service Management (attained through attending the ITIL Foundation course and passing the exam)

COURSE E-MATERIALS

Material for this course will be provided in downloadable soft copy. However, if you prefer, you may print the files according to the Pink Elephant “Terms of Use”.

EXAM & CERTIFICATION

Certification

  • ITIL Intermediate Certificate: Operational Support and Analysis.

Duration and style

  • A 90-minute, 8 multiple-choice, scenario-based, gradient scored exam. Paper-based or online at Pink Elephant’s training centre on Thursdays or Fridays. Onsite exams can be arranged with notice.

Pass mark

  • 70% which also gives attendees 4 credits towards “ITIL Expert” status. Learn about the ITIL certification system here. You will also gain 32 professional development units (PDUs) for Project Managers.

Examination board

HOW YOU CAN ATTEND THIS COURSE

  • Self-Paced Online: Take the course at any time in your web browser at your own pace.
  • Public (Open Enrolment): Live Classroom: On specific dates throughout the year, conveniently located at our premises in Woodmead, with our expert instructor.
  • In-House (On-Site): Live Classroom: On dates convenient to you; exclusively for your team at your location with our expert instructor.
  • Instructor Led Online: On dates convenient to you via WebEx at your staff’s location globally but simultaneously

If you would like more information on any of these options, please call us at 011 656 0020 or email us at info.africa@pinkelephant.co.za.

View terms and conditions related to public courses.

Additional information

ITIL® Operational Support & Analysis

ITIL® OSA Examination, ITIL® OSA Remote Online Proctored Examination, Online Course 90 Days, Online Course 150 Days, Public 19-22 August 2019, Public 25-28 November 2019, Public 20-23 January 2020, Public 3-6 February 2020

Reviews

There are no reviews yet.

Be the first to review “ITIL® Operational Support & Analysis (OSA)”

Your email address will not be published.

Post comment