Introductions
The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL V3 Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL V3 Expert Service Lifecycle core publications. The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.
Nbiz Infosol provides this course in UAE specifically in Abu Dhabi, Dubai, Ajman, RAK, Al Ain, Umm Al Quwain and other areas
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.
- Service Management as a Practice
- Service Operation Principals
- The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
- Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management.
- Service Operations and Support Service Operation roles and responsibilities.
- Technology and Implementation Considerations
- Challenges, Critical Success Factors and risks
Duration & Learning Level
Learning Level: Advanced
Duration: 3day(s)
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Name of Course | Scheduled Dates | Venue | Registration Link |
ITIL Expert Track | To be determined | Jeddah, Saudi Arabia | Register Now »» |
ITIL Expert Track | To be determined | Abu Dhabi, UAE (Weekends) | Register Now »» |
ITIL Expert Track | To be determined | Chennai, India | Register Now »» |
ITIL Expert Track | To be determined | Abu Dhabi, UAE (Weekends) | Register Now »» |
ITIL Expert Track | To be determined | Manama, Bahrain | Register Now »» |
ITIL Expert Track | To be determined | Doha, Qatar | Register Now »» |
ITIL Expert Track | To be determined | Riyadh, Saudi Arabia | Register Now »» |
ITIL Expert Track | To be determined | Abu Dhabi, UAE | Register Now »» |
ITIL Expert Track | To be determined | Dubai, UAE | Register Now »» |
ITIL Expert Track | To be determined | Baghdad, Iraq | Register Now »» |
ITIL Expert Track | To be determined | Kuwait City, Kuwait | Register Now »» |
ITIL Expert Track | To be determined | Alexandria, Egypt | Register Now »» |
ITIL Expert Track | To be determined | Beirut, Lebanon | Register Now »» |
ITIL Expert Track | To be determined | Tehran, Iran | Register Now »» |
ITIL Expert Track | To be determined | Abu Dhabi, UAE (weekends) | Register Now »» |
Nbiz delivers this course in Abu Dhabi, Dubai, RAK, Ajman, Sharjah, Kuwait, Oman, Saudi, Bahrain , egypt and other places in the UAE and in the Middle East
ITIL Intermediate OSA Sample Test Papers Course Completion Certificate 30 PDUs offered ITIL® Intermediate OSA Exam Fee Included Worldclass Trainers
Unit OSA01: Introduction to Operational Support and Analysis
Bloom’s Level 2 Objectives – Full understanding of Operational Support and Analysis (OSA) terms and core concepts.
- The concept of Service Management as a practice
- How it delivers value to customers and the business
- The underpinning processes and functions that support the Service Lifecycle
- Which stages of the Service Lifecycle contribute to Operational Support and Analysis how they interact
Unit OSA02: Event Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
- The Event Management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
- Efficient Event Management and provide examples of how it is used to ensure Quality Service within OSA
- The benefits and business value that can be gained from Event Management
OSA03: Incident Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
- The Incident Management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
- The measurement model and the metrics that would be used to support Incident Management within OSA practices
- The benefits and business value that can be gained from Incident Management
Unit OSA04: Request Fulfillment
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
- The Request Fulfillment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
- The measurement model and the metrics that would be used to support Incident Management within OSA practices
- The Benefits and business value that can be gained from Request Fulfillment as related to OSA
Unit OSA05: Problem Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
- The end-to-end process flow for Problem
- Management inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes a measurement model and the metrics that would be used to support Problem Management within OSA practices
- The benefits and business value that can be gained from Problem Management
OSA06: Access Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
- The end-to-end process flow for Access Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
- A measurement model and the metrics that would be used to support Access Management within OSA practices
OSA07: The Service Desk
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
- The complete end-to-end process flow for the Service Desk function inclusive of design strategy, components, activities and operation as well as any interfaces with other processes or lifecycle phases
- The Service Desk validation components and activities (e.g. Service Desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure Quality Service within OSA
- A measurement model and the metrics that would be used to support the Service Desk function within OSA practices
Unit OSA08: Technology and Implementation considerations
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
- Technology requirements for Service
- Management tools and where/how they would be used within OSA for process implementation
- What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies
Unit OSA09: Functions
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
- The end-to-end process flow for OSA Functions (i.e. Technical Management, IT Operations Management, and Applications Management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
- The benefits and business value that can be gained from functions as related to OSA
ITIL OSA Intermediate exam is governed by Axelos, Professionals require 28 hours of professional training before attending exam on ITIL Intermediate capabilities modules.
The exam fee for ITIL Intermediate exam is different as per governing bodies.
To attend the ITIL Intermediate OSA certification exam, one has to undergo training through ATOs like Nbiz Infosol L.L.C and also be an ITIL Foundation certified.
1. How do I enroll/register for the training course?
To enroll or register to any training course, you can use the registration page from training page or fill the request a call back form from each course pages.
The following page will provide you a list of course and training that we are providing based on the category and from each course item you can see the course details.
URL: http://www.nbizinfosol.com/training.aspx
Another method is to fill a Request a call back form provided in each Training/Course pages.
2. What will I get along with this training?
We are providing course materials during training and completion certificate after succesful training.
3. Do I need to fill up a registration form?
Yes. you can fill the registration form avaialble in the website or you can directly call us to enroll the course.Our executives will guide you to do further steps.
4. Does the course fees include the examination fee as well?
Based upon the course you are enrolling, we will charge the exam fee . We will give you the details of course fee and exam fee anytime to clear it.
5. Do you provide any course completion certificate?
Yes. We are providing the Course completion certificate for all courses we are providing.
6. Do you provide assistance for the exam appliation process?
Yes. We will provide assistance and support to apply for any exam.
7. What is the mode of payment?
Two types of payment available:
1. Visit our office and pay direct,You are always welcome to Nbizinfosol.
2. We are providing online payment via paypal payment gateway.Based upon your request we will provide the link to access the payment page.
IT Professionals Process Owners and Managers Operational IT Staff
Note: The listed information (venue, schedule, duration and content) may be modified and customized as per the requirements.