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The ITILŪ Intermediate Qualification: Operational Support & Analysis (OSA) Certificate, although a stand alone qualification, yet is also part of the ITILŪ Intermediate Capability stream & one of the modules that leads to the ITILŪ Expert in IT Service..


 
Course Outline
The ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate, although a stand alone qualification, yet is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate. The ITIL® Certificate in Service Offerings and Agreements is intended to enable the course participants to apply the ITIL® best practices during the Service Management Lifecycle.

ITIL® is a world wide Registered Trade Mark, and a Registered Community Trade Mark, of the Office of Government Commerce (OGC) and is registered in the US Patent and Trade Mark Office. Acend is in partnership with Ahead Technology Inc. to deliver ITIL® accredited courses. Ahead Technology Inc. is an LCS® ATO.

The target group of the ITIL® Expert Qualification Operational Support and Analysis (OSA) is: 
·        Individuals who require a deep understanding of ITSM/ITIL® Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization 
·        IT professionals that are working within an organization that has adopted and adapted ITIL® who  need to contribute to an ongoing service improvement program
·        Operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
·         This may include but is not limited to, IT professionals, business managers and business process owners.
 
Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to capture:
·        Service Management as a Practice
·        Service Operation Principals
·        The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
·        Specific emphasis on the Service Operation Lifecycle processes and roles included in:
o   Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
o   Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
o   Request Fulfillment which fulfils a request providing quick and effective access to standard
o   services which business staff can use to improve their productivity or the quality of business services and products
o   Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
o   Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
·        Operational activities of processes covered in other Lifecycle phases such as: 
o   Change Management
o   Service Asset and Configuration Management
o   Release and Deployment Management
o   Capacity Management
o   Availability Management
o   Knowledge Management
o   Financial Management for IT Services, and 
o   IT Service Continuity Management
·        Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management 
·        Service Operations and Support Service Operation roles and responsibilities
·        Technology and Implementation Considerations
·        Challenges, Critical Success Factors and risks

The program will cover the following modules: Introduction 
This module introduces the candidate to the concepts and terminology of the Service Lifecycle and the role of OSA within the Lifecycle, where the course participants will have the ability to capture, understand and describe:
·        the concept of Service Management as a practice
·        the concept of Service, its value proposition and composition
·        the functions and process across the Lifecycle
·        the role of Processes in the Service Lifecycle 
·        how Service Management creates business value
·        how the processes within the Service Offerings and Agreement curriculum supports the Service Lifecycle

Event Management
This module covers the Event Management process and how it contributes to Service Operation and Analysis, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:.  
·        the purpose, goal and objectives of the Event Management process
·        the scope of the process
·        the value to business and to the Service Lifecycle
·        the policies, principles and basic concepts
·        the process activities, methods and techniques that enable this process and how it relates to the Service Lifecycle
·        the triggers, inputs and outputs and the process interfaces
·        the Event Management involvement in Information Management
·        how metrics can be used to check effectiveness and efficiency of the Event Management process
·        the challenges, Critical Success Factors and risks associated with the Event Management process
·        how to design for Event Management
 
Incident Management
This module covers the Incident Management process and how it contributes to Service Operation and Analysis, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:   
·        the purpose, goal and objectives of the Incident Management process
·        the scope of the process
·        the value to business and to the Service Lifecycle
·        the policies, principles and all basic concepts 
·        the process activities, methods and techniques and how they relate to the Service Lifecycle
·        the triggers, inputs and outputs and the process interfaces
·        the Incident Management involvement in Information Management
·        how metrics can be used to check effectiveness and efficiency of the Incident Management process
·        the challenges, Critical Success Factors and risks associated with the Incident Management process.
 
Request Fulfillment
This module covers the Request Fulfillment process and how it contributes to Service Operation and Analysis where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:   
·        the purpose, goal and objectives of the Request Fulfillment process
·        the scope of the process
·        the value to business and to the Service Lifecycle
·        the policies, principles and the request model concept
·        the process activities, methods and techniques and how they relate to the Service Lifecycle
·        the triggers, inputs and outputs and the process interfaces
·        the Request Fulfillment involvement in Information Management
·        how metrics can be used to check effectiveness and efficiency of the Request Fulfillment process
·        the challenges, Critical Success Factors and risks associated with the Request Fulfillment process
 
Problem Management
This module covers the Problem Management process and how it contributes to Service Operation and Analysis, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:   
·        the purpose, goal and objectives of the Problem Management process
·        the scope of the process
·        the value to business and Service Lifecycle
·        understanding of the policies, principles and the problem model concept
·        the process activities, methods and techniques and how they relate to the Service Lifecycle
·        the triggers, inputs and outputs and the process interfaces
·        the Problem Management involvement in Information Management 
·        how metrics can be used to check effectiveness and efficiency of the Problem Management process
·        the challenges, Critical Success Factors and risks associated with the Problem Management process 
 
Access Management
This module covers Access Management and how it contributes to Service Operation and Analysis, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:     .  
·        the purpose, goal and objectives of the Access Management process
·        the scope of the process
·        the value to business and Service Lifecycle
·        the policies, principles and basic concepts
·        the process activities, methods and techniques and how they relate with the Service Lifecycle
·        the triggers, inputs and outputs and the process interfaces
·        the Access Management involvement in Information Management
·        how metrics can be used to check effectiveness and efficiency of the Access Management process
·        the challenges, Critical Success Factors and risks associated with the Access Management process.
 
Service Desk
This module covers the Service Desk and how it contributes to Service Operation and Analysis, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:  
·        the Service Desk role
·        the Service Desk objectives
·        the different Service Desk organizational structures 
·        the different Service Desk staffing options
·        the different Service Desk metrics that can be used to measure its effectiveness and efficiency
·        the issues and safeguards to consider when Outsourcing the Service Desk
 
Functions
·        This module covers the Service Operation Functions of Technical Management, IT Operations Management, and Applications Management and how they contribute to Operational Support and Analysis, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:    
·        the roles of each function, their objectives and activities
 
Technology and Implementation considerations
This module covers technology implementation as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to Service Operation and Analysis practices, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:  
·        the generic requirements for technology to support process capability 
·        the evaluation criteria for technology and tools for process implementation 
·        the project, risk and staffing practices for process implementation
·        the challenges, Critical Success Factors and risks related to implementing practices and processes
·        how to plan and implement Service Management technologies
 
Summary, Exam Preparation and Directed Studies 
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.

Program Material
This training program includes the following as reference documentation:
·        Program slide presentation
·        ITIL® V3 acronyms and glossary
·        Sample examination questions and answers
 
Simulation and practical application
We provide the students with real life experiences; we use the client organization as “Case study” example for the purpose of discussion to show the value of using best practice. We integrate group exercises and sample exam questions to simulate and practice the subject matter.
Prerequisites & Certificates
Pre-Requisites

· Individuals who have attained and have a proof of one of the following certifications: V3 ITILŪ Foundation certificate in Service Management; OR V2 Foundation plus the V3 Foundation Bridge certificate; It is also strongly recommended that course participants: · Possess 2 to 4 years professional experience working in IT Service Management · Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: Event Management Process Incident Management Process Request Fulfillment Process Problem Management Process Access Management Process Service Desk Technical Management IT Operations Management Application Management

Certificates offered


Cancellation Policy
Cancellations or postponements received more than ten business days prior to the first day of the course will be fully refunded less a $75 processing fee. The cost of the course is payable, in full, for any cancellations or postponements received within ten business days, or less, prior to the first day of the course.
Map & Reviews
Acend Corporate Learning
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Here are some reviews of the training vendor.
The course content was excellent ... if there was things that weren't relevant you could skip and spend more time on things that you needed to learn. Training provider was excellent as her skill level was superb and her communication skills were superb.
Reviewed by 2015
This course should have dual screens
Reviewed by 2015
I was not able to finish the whole entire course. When creating course training please make sure that it fits the allotted time (beginning to the end). We had two breaks and Instructor did not allow us to listen to the course. I had maybe another 10 mins to finish the whole course, but the Instructor said that it was 4:30pm and it is Ok and we can go home. It is not Ok not to be able to finish the course..
Reviewed by 2014
Mentored training actually worked quite well for me. The instructor is there in the room all the time, available if needed. A lot of material for one day, but I did manage to complete it without feeling too rushed.
Reviewed by 2014
It is not possible to complete a beginner's course in one day. There is a lot of information to absorb. It is wonderful that one can re-sit a session within a limited time.
Reviewed by 2013
To bottom line my feelings about the course: Course -- helpful but this comment is made with reservations. Instructor -- excellent !
Reviewed by 2013
The course material was far too heavy for the duration of the course. The material needs to be reduced so that students do not feel rushed or pressured with time, or the duration of the class needs to be extended.
Reviewed by 2013
Overall, the course has been well handled by the Training Provider. But i would expect that, somehow, there is a time allotted in the afternoon for more visible and face to face interaction between the TP and the whole class. Others may be asking questions that may not have been thought of by other learners but may be helpful.
Reviewed by 2013
Very impressed and would highly recommend.
Reviewed by 2013
The trainer was excellent...easy to talk to and very helpful and informed.
Reviewed by 2013
This was a very good learning environment. I prefer having an instructor present in case I have questions but also be able to work at my own pace.
Reviewed by 2013
I could have used some more time to go through the exercises in the sharepoint database.
Reviewed by 2013
re Instructor assessment. ques. are N/A as it was independant mentored study. Flash based training module had 1 hiccup where ctrl-b key was captured by OS and I had to hunt for alt-b to complete the module. Class mentor was unaware of flaw. I felt that the design of the module would have prevented me from completing the section if I was unable to locate alternative keystroke. Worthwhile day.
Reviewed by 2012
Course is very good but not enough time to complete the exercises. Should be at least another 1.5 hours longer.
Reviewed by 2012
Using the self-teaching method made for a more relaxed working environment. As the instructor's assistance was on a one-on-one basis I was not hesitate to ask questions.
Reviewed by 2012
Would prefer an instructor led (classroom) style of training over a computer based course.
Reviewed by 2012
I would suggest that the course manual contain more visual material (e.g. screen shots) versus words. The course was very well. I did not think I would like the on line method of training but I did. I also liked the fact that I could work through my lunch to complete the course earlier. I had to catch the go train so it worked better for me.
Reviewed by 2012
Susan was an excellent instructor, and was very helpful with providing extra "tips" not covered within the course material.
Reviewed by 2012
I only realized after completing 2 units thoroughly that there is not enough time allotted for a lot practicing. I would tell students in advance that getting through the videos and practicing later in your own time is recommended.
Reviewed by 2012
Enjoyed the flexibility of the "Modern Classroom" style of learning where you can move at your own pace and focus on what you need most. You can even move to the next chapter if you need help and the instructor is busy. Definitely dress warmly as the classroom was really over air-conditioned!
Reviewed by 2012
I loved the Adobe InDesign course but as a new user I felt there was so much material to cover and I wanted to take my time getting familiar with the program and learning about everything. I think if the class had been 2 days instead of 1 it would have been perfect!
Reviewed by 2012
Manual provided was totally different then computer training. Expected more hands on training instead of just watching an instruction video.
Reviewed by 2012
Great
Reviewed by 2012
The video - was not at all interactive - only concepts were presented. The manual completedly different from the video material. I have no objections to using different approaches but a course on any software must include interactive materials.
Reviewed by 2012
The course was set up in a way which was easy to follow. However, I thought there was a lot of information to take in the day. The instructor was very helpful and very knowledgeable.
Reviewed by 2012
The training provider, Melanie, was exceptional. She was very knowledgeable and sat with me personally for hands on training. I found the course to be long and difficult to complete in one day.
Reviewed by 2012
The amount of material was a little much (maybe an hour) to cover in the allotted time - but otherwise good.
Reviewed by 2011
The room was too cold for me. The Instructor was very helpful.
Reviewed by 2011
A co worker of mine, did not receive the certificate of completing the course. As well, I received a website to log to after the course for 30 days (The Online Support). Although the vendor ID number does not exisit. I have gone back to my contact at Last Minute Training, and haven't received any feedback from her. The course was good, the follow up, was the greatest service.
Reviewed by 2011
Would like to have access to the on-line training materials for this course for a period of time after course completion
Reviewed by 2011
Hi - the server crashed during my session and I would like to reschedule. Can someone contact me to do this?
Reviewed by 2011
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