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IT Excellence

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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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Calendar

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Aug 16 - Aug 17PSM I - Professional Scrum MasterManila, Philippines
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Aug 20 - Aug 21Agile SCRUM PractitionerManila, Philippines
Aug 23 - Aug 24ITIL Foundation (2011)Manila, Philippines
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Aug 29 - Aug 30Big Data FoundationManila, Philippines
Aug 30 - Aug 31Six Sigma Yellow BeltManila, Philippines
Aug 30 - Aug 31Certified IT Specialist (CITS)® TrainingManila, Philippines
Aug 30 - Aug 31DevOps FoundationManila, Philippines
Sep 4 - Sep 5Complaints Management - Turning Complaints to ComplimentsManila, Philippines
Sep 5 - Sep 7Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Sep 5 - Sep 6MS Excel Advanced Features (2010/2013)Manila, Philippines
Sep 6 - Sep 7Six Sigma Yellow BeltManila, Philippines
Sep 6 - Sep 7BIA - Business Intelligence and Analytics FoundationManila, Philippines
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Sep 18 - Sep 19CQP - Certified Quality ProfessionalManila, Philippines
Sep 19 - Sep 20SDA - Service Desk AnalystManila, Philippines
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Sep 20 - Sep 21Integrated Metrics Management (People, Process & Organization)Manila, Philippines
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Sep 21 - Sep 22Agile SCRUM PractitionerManila, Philippines
Sep 24 - Sep 25CompTIA Cloud EssentialsManila, Philippines
Sep 24 - Sep 25SMC - Scrum Master CertifiedManila, Philippines
Sep 25 - Sep 27Software Quality Expert (ASQ Aligned)Manila, Philippines
Sep 27 - Sep 28ITIL Foundation (2011)Manila, Philippines
Sep 27 - Sep 28BIA - Business Intelligence and Analytics AdvancedManila, Philippines
Oct 11 - Oct 12Big Data FoundationManila, Philippines
Oct 15 - Oct 17Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Oct 15 - Oct 16PRINCE2 FoundationKuala Lumpur, Malaysia
Oct 18 - Oct 19BIA - Business Intelligence and Analytics FoundationManila, Philippines
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Oct 23 - Oct 26Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
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Oct 29 - Oct 30ITIL Foundation (2011)Manila, Philippines
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Nov 27 - Nov 28Certified Data Center Professional (CDCP)® TrainingManila, Philippines
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Dec 3 - Dec 4BIA - Business Intelligence and Analytics FoundationManila, Philippines
Dec 6 - Dec 7ITIL Foundation (2011)Manila, Philippines
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Dec 10 - Dec 11BCMP - Business Continuity Management PractitionerCebu City, Philippines
Dec 10 - Dec 11Intro to Project ManagementManila, Philippines
Dec 11 - Dec 12MS Excel Advanced Features (2010/2013)Manila, Philippines
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x

Calendar

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
Jul 17 - Jul 18CQP - Certified Quality ProfessionalManila, Philippines
Jul 19 - Jul 20ITIL Foundation (2011)Manila, Philippines
Jul 19 - Jul 20ISMS (Information Security Management Systems) PractitionerManila, Philippines
Jul 23 - Jul 24Certified Data Center Professional (CDCP)® TrainingManila, Philippines
Jul 23 - Jul 27Certified Data Center Expert (CDCE)® TrainingManila, Philippines
Jul 23 - Jul 24BCMP - Business Continuity Management PractitionerCebu City, Philippines
Jul 23 - Jul 24HRMET - HR Metrics and Workforce AnalyticsManila, Philippines
Jul 24 - Jul 27Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Jul 24 - Jul 25I2BA - Intro to Business AnalysisManila, Philippines
Jul 26 - Jul 27MS Excel Advanced Features (2010/2013)Manila, Philippines
Jul 26 - Jul 27DRP - Disaster Recovery PractitionerManila, Philippines
Jul 30 - Jul 31Agile SCRUM PractitionerManila, Philippines
Jul 30 - Jul 31DevOps FoundationManila, Philippines
Jul 30 - Jul 31Big Data FoundationManila, Philippines
Jul 30 - Jul 31MS Power BIManila, Philippines
Aug 2 - Aug 3ITIL Foundation (2011)Manila, Philippines
Aug 8 - Aug 10Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Aug 8 - Aug 10CQL - Certified Quality LeaderManila, Philippines
Aug 9 - Aug 10BCMP - Business Continuity Management PractitionerCebu City, Philippines
Aug 9 - Aug 13Accelerated Six Sigma Green BeltManila, Philippines
Aug 15 - Aug 16HRMET - HR Metrics and Workforce AnalyticsManila, Philippines
Aug 16 - Aug 17CCP - Crisis Communication Planner (ICOR Certified) TrainingManila, Philippines
Aug 16 - Aug 17MS Excel Advanced Features (2010/2013)Manila, Philippines
Aug 16 - Aug 17HR Business PartneringManila, Philippines
Aug 16 - Aug 17PRINCE2 FoundationKuala Lumpur, Malaysia
Aug 16 - Aug 17PSM I - Professional Scrum MasterManila, Philippines
Aug 17 - Aug 25Accelerated Six Sigma Green BeltManila, Philippines
Aug 20 - Aug 21Agile SCRUM PractitionerManila, Philippines
Aug 23 - Aug 24ITIL Foundation (2011)Manila, Philippines
Aug 23 - Aug 24Complaints Management - Turning Complaints to ComplimentsManila, Philippines
Aug 24 - Aug 25ITIL Foundation (2011)Manila, Philippines
Aug 27 - Aug 28ITIL Foundation (2011)Manila, Philippines
Aug 28 - Aug 31Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Aug 28 - Aug 31Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Aug 28 - Aug 29BIA - Business Intelligence and Analytics FoundationManila, Philippines
Aug 29 - Aug 31Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Aug 29 - Aug 30Big Data FoundationManila, Philippines
Aug 30 - Aug 31Six Sigma Yellow BeltManila, Philippines
Aug 30 - Aug 31Certified IT Specialist (CITS)® TrainingManila, Philippines
Aug 30 - Aug 31DevOps FoundationManila, Philippines
Sep 4 - Sep 5Complaints Management - Turning Complaints to ComplimentsManila, Philippines
Sep 5 - Sep 7Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Sep 5 - Sep 6MS Excel Advanced Features (2010/2013)Manila, Philippines
Sep 6 - Sep 7Six Sigma Yellow BeltManila, Philippines
Sep 6 - Sep 7BIA - Business Intelligence and Analytics FoundationManila, Philippines
Sep 10 - Sep 15Combined Lead Auditor (CLA) Training - ISMS, BCMManila, Philippines
Sep 10 - Sep 11Certified Recruitment AnalystManila, Philippines
Sep 13 - Sep 14DevOps FoundationManila, Philippines
Sep 17 - Sep 18DevOps FoundationManila, Philippines
Sep 17 - Sep 21CEH - Certified Ethical HackerManila, Philippines
Sep 18 - Sep 19CQP - Certified Quality ProfessionalManila, Philippines
Sep 19 - Sep 20SDA - Service Desk AnalystManila, Philippines
Sep 20 - Sep 21COBIT 5 FoundationManila, Philippines
Sep 20 - Sep 21Enterprise Risk ManagementManila, Philippines
Sep 20 - Sep 21Integrated Metrics Management (People, Process & Organization)Manila, Philippines
Sep 20 - Sep 21Intro to Project ManagementManila, Philippines
Sep 21 - Sep 22Agile SCRUM PractitionerManila, Philippines
Sep 24 - Sep 25CompTIA Cloud EssentialsManila, Philippines
Sep 24 - Sep 25SMC - Scrum Master CertifiedManila, Philippines
Sep 25 - Sep 27Software Quality Expert (ASQ Aligned)Manila, Philippines
Sep 27 - Sep 28ITIL Foundation (2011)Manila, Philippines
Sep 27 - Sep 28BIA - Business Intelligence and Analytics AdvancedManila, Philippines
Oct 11 - Oct 12Big Data FoundationManila, Philippines
Oct 15 - Oct 17Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Oct 15 - Oct 16PRINCE2 FoundationKuala Lumpur, Malaysia
Oct 18 - Oct 19BIA - Business Intelligence and Analytics FoundationManila, Philippines
Oct 18 - Oct 19DevOps FoundationManila, Philippines
Oct 18 - Oct 19Intro to Project ManagementManila, Philippines
Oct 23 - Oct 26Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Oct 25 - Oct 2MS Projects 74-343Manila, Philippines
Oct 29 - Oct 30ITIL Foundation (2011)Manila, Philippines
Nov 8 - Nov 9MS Excel Advanced Features (2010/2013)Manila, Philippines
Nov 12 - Nov 14Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Nov 12 - Nov 13DevOps FoundationManila, Philippines
Nov 13 - Nov 15BCM Lead Implementer - ISO 22301 (ICOR Certified)Manila, Philippines
Nov 15 - Nov 16MS Excel Advanced Features (2010/2013)Manila, Philippines
Nov 20 - Nov 23Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Nov 21 - Nov 23Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Nov 21 - Nov 23CPRE - Certified Professional for Requirements EngineeringManila, Philippines
Nov 22 - Nov 23ITIL Foundation (2011)Manila, Philippines
Nov 22 - Nov 23ITIL Foundation (2011)Manila, Philippines
Nov 26 - Nov 28OMCA™ - Online Marketing Certified AssociateManila, Philippines
Nov 27 - Nov 28Certified Data Center Professional (CDCP)® TrainingManila, Philippines
Nov 27 - Nov 28Enterprise Risk ManagementManila, Philippines
Nov 28 - Nov 29Big Data FoundationManila, Philippines
Dec 3 - Dec 4BIA - Business Intelligence and Analytics FoundationManila, Philippines
Dec 6 - Dec 7ITIL Foundation (2011)Manila, Philippines
Dec 6 - Dec 7CompTIA Cloud EssentialsManila, Philippines
Dec 10 - Dec 11BCMP - Business Continuity Management PractitionerCebu City, Philippines
Dec 10 - Dec 11Intro to Project ManagementManila, Philippines
Dec 11 - Dec 12MS Excel Advanced Features (2010/2013)Manila, Philippines
Dec 13 - Dec 14DevOps FoundationManila, Philippines
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