This course prepares you for the exam leading to the ITIL Intermediate Certificate: Operational Support & Analysis. In addition, this certification contributes four credits towards the "ITIL Expert" certification. See the ITIL certification scheme for more details.
COURSE OVERVIEW
This official ITIL capability certification 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 the following processes:
- Incident Management
- Problem Management
- Request Management
- Event Management
- Access Management
LEARNING OUTCOMES
- How OSA processes and functions bring value to the business in supporting the service lifecycle
- 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 fulfillment 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
- • 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?
Individuals who have attained the ITIL Foundations Certificate in IT Service Management and who wish to advance to higher level ITIL certifications
Individuals involved in the OSA processes and functions identified above, and who require a deep understanding of how they may be used to enhance the quality of IT service support within an organization
IT professionals working within an organization that has adopted ITIL and who need to be informed about and thereafter contribute to an ongoing service improvement program
PREREQUISITES
To gain admission to this course, you must possess the ITIL Foundation Certificate In IT Service Management (attained through the ITIL Foundations course).
EXAM & CERTIFICATION
- This course prepares you for the examination leading to the ITIL Intermediate Certificate: Operational Support & Analysis. A 90-minute exam – administered by PeopleCert® - consisting of eight multiple choice, scenario-based, gradient scored questions.
- You must attain a mark of 70% to pass the exam and gain four credits towards “ITIL Expert” status. Learn about the “ITIL Expert” credit system.
- You will attain 32 professional development units (PDUs) for Project Managers
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.
MULTIPLE OPTIONS FOR 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 Enrollment):
- Live Classroom: On specific dates throughout the year, conveniently located in hotels in major cities across the country with our expert instructor.
- Web-Based: On specific dates throughout the year; hosted live online 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.
- Web-Based: On dates convenient to you; exclusively for your team; hosted live online with our expert instructor.
If you would like more information on any of these options, please call us at 1-888-273-PINK, email us at info@pinkelephant.com, or ask your questions via our convenient Chat window at the bottom right corner of this page.
