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ITIL OSA – Operational Support Analysis

Classroom Training   |   4 days

TRAINING DETAILS

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DESCRIPTION

IT Service Management (ITSM) is in a state of continuous evolution. It is heavily driven both by technology and a range of organizational influences in which it thrives. The IT Infrastructure Library® (ITIL) prescribes the best practice framework in order for organizations to improve the structure and quality of their businesses. ITIL® is the most widely accepted approach to IT service management (ITSM) in the world. This 4-day training, participants will obtain insights into the Operational Support and Analysis (OSA) Capability cluster of ITIL qualification scheme and builds on the general principles covered as part of the ITIL® Foundation course. The focus is on effectively monitoring events, and responding to user requests, minimizing the impact of incidents, and identifying and proactively resolving underlying problems. It provides an in-depth knowledge on the areas: Event Management, Incident Management, Request Management, Problem Management, Access Management, Service Desk, Management, Request Management, Problem Management, Access Technical Management, IT Operations Management and Application Management.Management, Service Desk, Technical Management, IT Operations Management and Application Management.

  • Earn 4 Credit Points Towards being ITIL Expert Certified
  • Mock exams for practice
  • Have practical applications on operations support

  • Introduction and Overview
  • Core Service operation Processes
  • Incident Management
  • Request Fulfillment
  • Problem management
  • Access Management
  • Service Desk
  • Service Operation Functions
  • Technology Considerations
  • Implementation Considerations

• Obtain great insights into the ITIL body of knowledge and learn how to apply ITIL in real life • Improve the structure and quality of the business • Ensure IT resources to deliver business value and integration • Realize a clear demonstration of ROI • Achieve performance and measures that are business value-based • Gain international recognition from the certification program

• Individuals who have their • ITIL Foundation Certificate • IT Professionals • IT Practitioners • Business Managers • Business Process Owners • Operational Staff

CERTIFICATIONS

Eligibility :

  • Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + V3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience professional experience is desirable It is strongly recommended that candidates read the ITIL Service Life cycle core publications in advance of attending training for the certification.

Process :

  • To achieve ITIL OSA certification, participants must comply with these requisites: 
  • Pass the multiple-choice paper exam (40 questions, 1-hour and 30 mins ‘closed book’), which will be given after the training with a score of 28 (70%)

FAQ

  • Will I Get a Course completion Certificate?

    Yes, we offer course completion certificate after you successfully complete the training program.

  • Is there any provision for group discounts for this training program?

    APEX Global offers standard promos such as the early bird or group discount contact training@apexgloballearning.com for more information

  • Where is the classroom being held?

    Training venue will be announced one week before the said training day, and will be informed through email

  • Are there any Pre-requisites for this course?

    To be eligible for the course you must • Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + V3 Foundation Bridge Certificate • There is no minimum mandatory requirement but 2 to 4 years professional experience is desirable. It is strongly recommended that candidates read the ITIL Service Life cycle core publications in advance of attending training for the certification.

  • What is the process on getting the certification?

    This is a 1 hour & 30 mins, 40 questions, closed book exam, and electronic devices are not allowed. Participants have to score 28 (70%) to attain the certification. Candidates will be awarded 4 credits towards being ITIL expert. To attain the highest level of ITIL® which is the ITIL® Expert certification, a candidate should have 22 credits.

  • What is the Importance of ITIL Certification?

    Having ITIL Credentials gives the participants the edge within the IT service management field. It gives organizations means to support business outcomes, Enables business change, Manage risk, optimize customer experience, show value for money and helps the organization continually improve.

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No class / event scheduled for this month
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No class / event scheduled for this month
No class / event scheduled for this month
No class / event scheduled for this month
No class / event scheduled for this month
No class / event scheduled for this month
No class / event scheduled for this month
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Dec 6 - Dec 7ITIL Foundation (2011)Manila, Philippines
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Dec 7 - Dec 8Agile SCRUM PractitionerManila, Philippines
Dec 7 - Dec 8CCP - Crisis Communication Planner (ICOR Certified) TrainingManila, Philippines
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Jan 18 - Jan 19Complaints Management - Turning Complaints to ComplimentsManila, Philippines
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Feb 1 - Feb 2PRINCE2 FoundationManila, Philippines
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