ITIL® Intermediate OSA
Course Overview
The ITIL Intermediate OSA module is an ITIL qualification focused on planning, implementation, and optimization of OSA processes. This course trains you to apply core practices that support the service management lifecycle, execute and implement specific ITIL processes effectively in real-time, and get prepared for the ITIL OSA certification exam.
Course Objectives
- Apply OSA practices
- Event management
- Incident management
- Request fulfillment
- Problem management
- Access management
- Identify Critical Success Factors
- Identify challenges and risks
Course Prequisites
- To be eligible for the examination leading to the ITIL Intermediate OSA Certificate, you should take the training with an accredited training organization. You should also hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications). Two to four years of professional experience working in IT service management is highly desirable.
Target Audience
IT professionals, business managers, and business process owners will all benefit from this training. ITIL Intermediate OSA Certification also provides a valuable boost to your resume as a configuration manager, availability manager, system software manager, applications support manager, IT operations manager, network control and operation manager, database administrator, problem manager, or network support.
Course Outline
ITIL® Intermediate OSA
Learning Unit 00 – Introductory Lesson
Learning Unit 01 – Introduction to Operation Support and Analysis
Learning Unit 02 – Event Management
Learning Unit 03 – Incident Management
Learning Unit 04 – Request Fulfillment
Learning Unit 05 – Problem Management
Learning Unit 06 – Access Management
Learning Unit 07 – Service Desk
Learning Unit 08 – Functions and Roles
Learning Unit 09 – Technology Implementation Considerations
Learning Unit 10 – Summary exam preparation and direct studies
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