The ITIL® Operational Support and Analysis certificate is one of the four courses which make up the ITIL® Capability work-stream of the ITIL® Framework. Whereas the ITIL® Lifecycle courses concentrate more on the processes themselves, these courses concentrate more on the practical elements that are of use to a practitioner working in this Service Management area.
Operational Support and Analysis looks at the most customer-facing element of the ITIL® Framework, Service Operation.
This five-day course will take you through an explanation of these fundamentals and show how they drive the need for managing the day-to-day operation of an Organisation’s Information Technology services, and covers issues relating to the people, processes, infrastructure technology and relationships necessary to ensure the high-quality, cost-effective provision of IT service necessary to meet organisational needs.
The course ends with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28/40 (70%). You will be appropriately prepared for this by our 'Expert' tutors throughout the course, and you will sit two mock exams to help raise your confidence levels prior to the live exam.
This course is made up of the modules listed below. Each module aims to help you understand each section and give you a full understanding of each subject.
The ITIL® Operational Support & Analysis (OSA) intermediate certificate is one of the four capability phases that build on the knowledge gained from the ITIL® Foundation certificate.This capability phase is for those who wish to gain a deeper level of understanding of the ITIL® processes and roles, how they are implemented and interact on a day to day basis..
The primary focus for this ITIL® Operational Support & Analysis is to effectively ‘keep the engine running’ through:
All of our tutors are experienced Service Management experts and they will explain in detail the relevant aspects of Operational support and analysis from the Management perspective. You will be taken through service management as a practice, key principles of service operation, the processes, common service operation activities, and the organisational aspects of service operation.
You will learn all about the following skills and abilities:
As Service Operation is the most customer-facing element of the ITIL Lifecycle, it has responsibility for the day-to-day activities and Infrastructure used to deliver services, but Service Operation’s overriding purpose is to deliver and support services – management of the Infrastructure and the operational activities must always support this purpose. Service Operation staff should have in place processes and support tools to allow them to have an overall view of Service Operation and delivery.
Services are also often provided by external service suppliers (3rd Parties) and Service Operation must also encompass these 3rd Parties in the overall provision of services provided to our customers.
Service Operation is neither an organisational unit nor a single process – it includes functions and many processes and activities that all assist in the delivery and support of services to our customers.
• Problem Management (root cause analysis)
• Incident Management (restoration of service as soon as possible)
• Event Management (anything you deem it important to monitor and control)
• Request Fulfilment (service requests)
• Access Management (ensuring the confidentiality, integrity and availability of our services – CIA) Functions
• Technical Management (DBAs, Unix, Desktop, Mainframe, Middleware etc).
• IT Operations Management (IT Operations Control – Routine monitoring & maintenance, back-up to tape, file restore, print and output distribution, batch jobs etc. and Facilities Management – the Management of the physical environment – Data Centres, Buildings, back-up sites etc).
• Application Management – The technicians with specific skills in the development, design, building, testing, deployment and support of the applications used by our customers.
• Service Desk – The single point of contact between IT and its customers for all operational issues.
You will gain an understanding on how service operation works to ensure that delivery and support of services matches the agreed and documented requirements of the organisation, both to meet the requirements of today, and also to identify and meet the requirements for tomorrow.
It will also become apparent from the training that service operation is, being customer-facing, a main-player in identifying weaknesses in the design, delivery and support of service provision, driving need for improvement, by giving feedback to other ITIL® lifecycle modules (particularly service transition and service design), and feeding these weaknesses into the continual service improvement (CSI) ITIL® lifecycle phase, which in turn drives improvements (via service improvement plans).
By having a better understanding of the best-practice framework, and in this particular course, Operational Support and Analysis, it will enable you to identify areas for improvement back at the workplace, and allow you to develop your current role further, and help you do your job better.The reward being advancement within your company and a potential to increase your salary!
Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.
Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.
It is not compulsory but it is recommended that you purchase the following volumes:
The latest ITIL® Core Volumes can be purchased through Purple Griffon for £85 per volume or £299 for the complete set of 5 volumes.
Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.
The course ends with a 90 minute ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 questions. Each question will have 4 possible answer options, one 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 examination is taken on the afternoon of the 5th day.
Our classroom based ITIL® Operational Support & Analysis training course does not currently attract any Professional Development Units – PDU's.
The course does however give you 4 Credits towards the ITIL® Expert qualification.
Contact one of our helpful account managers who will be able to assist you in deciding your next steps – whether this is sitting another Capability course, or something else, such as a Lifecycle or Specialist course perhaps.