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ITIL Capability Stream: Operational Support and Analysis (OSA)

The intermediate level ITIL® Operational Support & Analysis offers a role based hands-on experience and in-depth coverage of the Operational Support & Analysis cluster of processes and functions according to ITIL®. An ... Show More
Course Prerequisites:
An ITIL® Foundation certificate and preferably two years’ work experience in an IT Service Management envir... Show More
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Instructor-Led Training (ILT)

Attend training in a classroom environment at a campus near you. Instructor-led training is still the number one delivery method of choice because it allows you to interact and discuss the training material, either individually or in a group setting, and you gain access to expert knowledge from certified instructors. This form of guided learning is impactful and produces positive learning outcomes. Day, evening and Saturday classes are offered.

Duration
4 Days

Course Content

4 Credits

35 PDUs
  • Service Management as a practice and Service Operation principles
  • The following processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis: Event Management, Incident

    • Management, Request Fulfilment, Problem Management and Access Management

  • Relevant operational activities of processes covered in other lifecycle phases
  • Common Service Operation activities related to Operational Support & Analysis
  • Functions to be performed within Operational Support and Analysis such as Service Desk, technical management, IT Operations Management and Application

    • Management

  • Operational Support and Analysis Roles and Responsibilities
  • Technology and implementation considerations
  • Challenges, Critical Success Factors and risks
    • CTU Training Solutions , Updated: July 10th, 2017

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