The ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream. 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 Service Lifecycle Core publications. The ITIL Certificate in Operational Support and Analysis (OSA) is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle.

The ITIL Capability Module Operational Support and Analysis (OSA) will provide the following learning outcomes:

• • The importance of Service Management as a Practice concept and Service Operation principles, purpose and objectives
  • The importance of ITIL Operational Support and Analysis while providing service
  • How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
  • The processes, activities, methods and functions used in each of the ITIL Operational Support and Analysis processes
  • How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational
    excellence
  • How to measure ITIL Operational Support and Analysis
  • The importance of IT Security and its contributions to ITIL Operational Support and Analysis
  • Understanding the technology and implementation considerations surrounding ITIL Operational Support and Analysis
  • The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis

Exam

This course prepares candidates for the ITIL Capability Module Operational Support and Analysis (OSA) exam from PEOPLECERT. The exam consists of Eight (8) multiple choice, scenario-based, gradient scored questions. 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 exam duration is 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary). The passing score is 28/40 or 70%.

Prerequisites

• • ITIL Foundation Certification
  • It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification.

Audience

The target group of the ITIL Qualification: Operational Support & Analysis includes IT professionals, business managers and business process owners:

• • Individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis (OSA)
    processes and how it may be used to enhance the quality of IT service support within an organization.
  • IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed
    about and thereafter contribute to an ongoing service improvement program.
  • Operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process,
    Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations
    Management and Application Management.

Credits

• • Upon successful passing of the ITIL Capability OSA exam, the student will be recognized with 4 credits in the ITIL qualification scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 35

Day 1

1. Introduction
   Overview of exam objectives
   General ITIL V3 theory
2. Event Management
   Assignment 1
3. Continuation: Event Management
   Assignment 1
4. Incident Management
   Assignment 2

Day 2

1. Review
   Continuation: Incident Management
   Assignment 2
2. Request Fulfillment
   Assignment 3
3. Continuation: Request Fulfillment
   Assignment 3
4. Problem Management
   Assignment 4 and/or 5

Day 3,/

1. 1 – Review
   Continuation: Problem Management
   Assignment 4 and/or 5
2. 2 – Access Management
   Assignment 6
3. 3 – Continuation: Access Management
   Assignment 6
4. 4 – Service Desk
   Assignment 7

Day 4

1. Review
   Continuation: Service Desk
   Assignment 7
2. Functions
   Assignment 8
3. Continuation: Functions
   Assignment 8
4. Technology Implementation Considerations
   Assignment 9

Day 5

Exam Preparation/Mock Exam