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.  

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

What Our Students Have to Say

"As a client of Makintouch, I would recommend the company as a leading PC-based training school. When we needed half day courses to fit the schedules of our employees they were able to customize them to meet our company’s needs" – Java Struts
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I would recommend this course as it is up to date with the current release which is quite rare as things move on so fast. The classroom set up worked well and the labs were good and relevant to the course.’ – Oracle
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