ITIL v3 Service Capability: Operational Support & Analysis Training Course – in Edinburgh EH12

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The ITIL Certificate in Operational Support and Analysis (OSA) Course is one of the four courses that fit into the capability stream for ITIL Version 3 certification.

 

This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.

Available dates

12 - 16 Mar 2012

3 - 7 Sep 2012

Who is this course suitable for?

• Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications
  
  
• Individuals who require a practical understanding of the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service within an organisation
  
  
• Operational staff involved in
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management and the Service Desk
  • Technical Management
  • IT Operations Management and Application functions who wish to enhance their role-based capabilities

What does this course cover?

The main focus of the course is covered by the Service Operation volume of the IT Infrastructure Library (ITIL) Version 3.

 

The core volume of Service Operation provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle for carrying out those processes which contribute to the optimisation of the services provided.

 

During the course, you will learn:

 

The Operational Support and Analysis Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:

• Event Management
  
  
• Incident Management
  
  
• Request Fulfilment
  
  
• Problem Management
  
  
• Access Management
  
  
• The Service Desk
  
  
• Technical Management
  
  
• IT Operations Management

Are there entry requirements?

Possession of ITIL V3 Foundation Certificates or ITIL V2 Foundation plus Bridging Certificate

 

On attending the course please ensure you provide documented evidence that you have either passed the ITIL Version 3 Foundation Certificate or have passed your ITIL v2 Foundation Certificate and Foundation Bridge by either presenting your certificate (or a copy of your certificate) to the course lecturer.

 

If you cannot provide the physical certificate, then as a minimum you must provide the certificate number.

 

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 foundation level material as you will need this knowledge for the course you will be attending.

What's included?

Although the course is non-residential, we offer help finding appropriate hotels, close to the training venue. To take advantage of this offer, drop us an email after you book your course.

Additional info

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%)

 

How to book?

There are three ways to book your course, either online, via fax, or telephone:

• To book via telephone just call us on 0845 070 1750, and we’ll take of the details.
• To book via fax download our booking form, complete it and fax to us on +44 (0) 1353 662667.
• To book online simply enter the number of delegates you wish to send into the “Quantity” and select the course date from the drop down menu and click “Order now”.

We can also accept purchase orders from local authorities, government departments, and other public sector organisations and will consider account facilities for large corporate customers, follow this link to our payment options page for more information.

 

All bookings are subject to our terms and conditions.

 

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