ITIL® Capability Certificate in Operational Support and Analysis — A 5 day course

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Retired Course; no longer available

Synopsis

This course is no longer available from GBdirect.

The ITIL® Certificate in Operational Support and Analysis (OS&A) trainingcourse builds on the principles covered as part of the ITIL® Foundation course and is aligned to the 2011 syllabus.

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® Intermediate Qualification: The Operational support and analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

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. Please be aware, this course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification / recertification.

Objectives

The objectives of completing this module are:

Contents

Introduction to operational support and analysis

Event management

Incident management

Request fulfilment

Problem management

Access management

The service desk

Functions

Technology and implementation considerations

Schedule

This course has been retired and is no longer available.

Suitable For

The target group of the ITIL® Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to:

Prerequisites

Before attending this course, students must have:

Please note: Delegates are required to complete 12 hours of pre course study prior to attending this course. Please spend this time re-familiarising yourself with the ITIL® Foundation level material as you will need this knowledge for the course you will be attending.

Examination

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. 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 pass mark is 28 marks from 40 (70%).

The exam is included in the course and taken on the last day.

On attending the course please ensure you provide documented evidence that you have either passed the ITIL® Foundation Certificate by either presenting your certificate (or a copy of your certificate). If you cannot provide the physical certificate, then as a minimum you must provide the certificate number.If you have lost your certificate or you do not have a record of your certificate number please contact ISEB directly before attending the course.


* ITIL® is a registered trade mark of AXELOS Limited.