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The course approach combines theoretical and hands-on knowledge transfer, including individual and group practical exercises.


 
Course Outline


The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate, although a standalone 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.

This program is offered over a 5-day period and includes approximately 35 hours of student-instructor interaction; a 1.5 hours formal certification exam on the afternoon of the fifth day.

The course approach combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The success in achieving this certification is highly dependent upon participants' effort in doing their homework, and self-study before and during the program. It is highly recommended that course participants purchase the appropriate OGC publication to complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance, in particular Service Strategy and Service Operation, Service Design and Service Transition publications


Audience

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


Course Completion Skills:
  • 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
  • Operational activities of processes covered in other Lifecycle phases
  • 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
Course Outline Module 1 Introduction Concepts and terminology of the Service Lifecycle and the role of OSA within the Lifecycle 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   Module 2 Event Management Event Management process and how it contributes to Service Operation and Analysis 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   Module 3 Incident Management Management process and how it contributes to Service Operation and Analysis 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.   Module 4 Request Fulfillment Request Fulfillment process and how it contributes to Service Operation and Analysis 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   Module 5 Problem Management Problem Management process and how it contributes to Service Operation and Analysis 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   Module 6 Access Management Access Management and how it contributes to Service Operation and Analysis 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.   Module 7 Service Desk Service Desk and how it contributes to Service Operation and Analysis 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   Module 8 Functions Service Operation Functions of Technical Management, IT Operations Management, and Applications Management and how they contribute to Operational Support and Analysis The roles of each function, their objectives and activities   Module 9 Technology and Implementation considerations Implementation as part of implementing service management process capabilities 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   Module 10 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.
Additional Details
Pre-Requisites

Individuals who have attained and have a proof of V3 ITIL Foundation certificate in Service Management OR V2 Foundation plus the V3 Foundation Bridge certificate. 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 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

MS Certification


Cancellation Policy
There is no consequence if you cancel/reschedule this registration with a minimum of 10 business days notice prior to the first day of this course. Full payment is required if you cancel/reschedule this registration within the non-cancellation period of 10 business days prior to the first day of the course. Substitutions are welcome.
Map & Reviews
ctc TrainCanada
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Here are some reviews of the training vendor.
I was fortunate to have the undivided attention of the facilitator and was able to have all of my quuestions aswered.
Reviewed by 2012
Excellent instructor and it was a smaller group of students so the instructor really tailored it to the students attending the course.
Reviewed by 2012
We had an excellent instructor! She was very knowledgeable and would take the extra time to assist you if you needed extra instruction.
Reviewed by 2012
I enjoyed the Access 2010 course. the instructor was very knowledgeable and presented the topic well. The only negative aspect was that no written training materials were offered until the course was completed. Would have liked to be able to make notes as we went along for future reference.
Reviewed by 2012
My teacher was wonderful, and i have already singed up for more classes at this location.
Reviewed by 2012
The course was initially scheduled for 2 days but due to instructor availability it was shortened to one day. I am very computer literate, work full time in an office, and go to business school in the evenings and it was a little tough to learn everything in one day because there was no time for practice. Yes it was useful to find out what the program is capable of, but since it was shortened there was no time for individual practicing or trying things out on your own. Next time the class would be much better suited for the initial 2 day class.
Reviewed by 2012
All in all, this training was not that great. The first part moved very slowly, and then toward the end, the instructor plowed through to get finished. Possibly the most incredible part was that the course taught how to create forms, but not how to deploy or use them. The instructor said for that, participants would have to take the follow up course. What use is it to create forms if they can't be used? No handouts at all? Other courses I've taken provide full books with step by step coverage of everything done in the classroom. It's impossible to go back and review things.
Reviewed by 2012
My most significant feedback is that the course was advertised as Working with Data using SQL for the 'non-database administrator'. Of the 10 course modules, nearly half were presented by the instructor as tasks that would be completed by a database administrator. While it is helpful to have a general understanding of a database administrators interaction with SQL, far too much of the course content was aimed at the database administrator level. Otherwise, use of technology for remote teaching and the instructor himself were both excellent.
Reviewed by 2012
Very helpful course. Excellent instructor.
Reviewed by 2012
I only rated the location bad because i don't like driving down town. Otherwise it was a good course.
Reviewed by 2012
The course was great.
Reviewed by 2012
Excellent Instructor ,Excellent location,
Reviewed by 2012
excellent trainer really knows her stuff
Reviewed by 2012
The instructor was excellent and very knowledgeable! I found the course information extremely useful for the business world and I am looking forward to putting together presentations that impress!The facilities and snacks and drinks provided were great too!
Reviewed by 2012
The one and only issue I had was with parking, unexpectedly having to pay and not having enough cash for this as well as there not being very much parking. It made me late for the class, even though I actually arrived there early!
Reviewed by 2012
Esther (the instructor) was awesome. Her charisma and upbeat attitude really added to my experience and made it a pleasurable course to take.
Reviewed by 2012
This level of Excel should not be considered as advanced level. It is rather biginner level. I was expecting to learn more. 95% of the content I already knew.
Reviewed by 2012
A good seminar but quite a lot of info to take in during a one-day course for someone who hasn't done Word before. A bit overwhelming! Perhaps a two-day course would work better so could have time to actually practice what we're being taught. A little hard to see the projector from the back. Otherwise, very useful.
Reviewed by 2011
I signed up at one facility in Ottawa and it got switched to a different training facility location in Hull, Quebec. There were several emails confirming the course, however, I just happen to notice one email stating the new location. LastMinuteTraining was good to try to look into for me. In the end, the training provider provided me with taxi chits and it all worked out. I was not aware that the training provider had 2 locations and would switch the location at the last minute. I was upset because I do not know the bus system in Hull, Quebec.
Reviewed by 2011
Html lvl 1 and this course should be merged course can be extended to 2 days of instruction and include more in depth material. Do not recomend taking html lvl one.
Reviewed by 2011
I enjoyed the course thoroughly and learned as much as I could in a 3 hour class, however, I think I would have preferred a longer class as we were a bit rushed going through the material.
Reviewed by 2011
The course was 3 hours long becasue there was only the 2 of us in the office completing this course. 3 hours is very short to learn Outlook. More time is required.
Reviewed by 2011
Handouts were in pdf however, the screens were not big enough to open two files (handout and Project file) together and we had to toggle a lot. It was very annoying. Either give paper handouts or much bigger screens or two screens per student.
Reviewed by 2011
All good. Enjoyed it very much.
Reviewed by 2011
I didn't fill out your form because I filled one out at the end of the course.
Reviewed by 2011
MY BIGGEST BEEF IS THAT THE BOOK WAS VERSION 2010 AND THE SOFTWARE WAS 2007, WE MISSED A LOT OF WHAT 2010 COULD DO BECAUSE OF OLD SOFTWARE INSTALLED ON THE SERVER, THE INSTRUCTOR HAD SOME PROBLEMS NAVIGATING THROUGH THIS.
Reviewed by 2011
no, everything is ok
Reviewed by 2011
This two-day training was jam-packed with information, with a good balance between demonstrations and exercises to verify that the students understood the subject matter. I do not believe that the instructor could have used the time more efficiently then he did.
Reviewed by 2011
Project 2010 was a brand new course, as such there were a few things that the instructor could not find (in the new "ribbon" layout). He did spend extra time during his breaks to find what he couldn't before, then showed them to the class once we all returned. Overall, this was a very useful and enjoyable training course.
Reviewed by 2011
I took a course that was remote and I don't think that I would take a remote course again. The instructor didn't really make himself available for questions. Even when their was questions he would take them offline if they took more then 5 minutes to answer. Never brought the results back to the group. Never went over the labs just lectured in between. Didn't bother to learn anyone's name. I think the experience would be better if each user in the class had a headset and could speak to the instructor instead of it being a conference call.
Reviewed by 2011
CTC Train Canada was professional and helpful in ensuring I got the most out of my training course. Overall I am most happy with them.
Reviewed by 2011
The course was held via remote. The course it self was alright, all content was directly from the book. The teacher was in another time zone and he wanted to start the course before my location even opened. I told him that, he did it anyways. So I was out of sync the whole time. On the last day lunch was at 10 am! The instructor said he would watch screens to see when we got stuck. Not once did that happen. He couldnt even troubleshoot the labs. He only really talked to the student in the room, pretty much said nothing to rest of us. He even took personal calls!
Reviewed by 2011
Ran on schedule, with knowledgeabe instructor. Small class allowed for specific questions that are relevant to my work. Thank you
Reviewed by 2011
No, everything was perfect, Thank you I learned alot.
Reviewed by 2011
Alot of material to cover in the course. I would recommend that this be a 2-day course. Re. course content - should contain more examples to work on. Before moving to another section in the course the Instructor should summarize what was covered (i.e. go through the steps required to complete each task). Task and steps should be given on a handout for future reference.
Reviewed by 2011
No everything and everyone was excellent
Reviewed by 2011
Did not find it helpful that no course material was handed out. What was learned on that day was easily forgotten without the ability to make notes to refer to.
Reviewed by 2011
It is great to have access to the online training manuals, but it would be nice to have some handouts for reference. Not everyone has time to do the online training or to consult the manuals. The training location is very convenient to the highway. Lyse Brooks is an amazing instructor. She is extremely knowledgeable and patient. She spent time with each participant helping each person with their individual needs. She gave us a hands-on exercise that allowed us time to practice and learn. The instructor at the Intermediate Word course (same training facility) did not provide the same high level of training.
Reviewed by 2011
The instructor was very nice, personable and had a great sense of humour which made for a productive and pleasant day of learning.
Reviewed by 2011
The course is good for a basic overview of many advanced Excel features. The instructor and facilities were good. However, some of the items listed on the syllabus (new features in Excel 2010) were NOT covered and it wasn't due to a lack of time. I came to find out that the instructor had not planned to cover them at all. This was very disappointing, especially since we took very look breaks (easily almost 2 hours of combined break time in a class that went from 9-4) so there was ample time to cover the topics.
Reviewed by 2011
No, everything was excellent. I am even taking the next level course next week.
Reviewed by 2011
It was unfortunate that the local instructor was not available and I had to call in remotely to a class in Toronto. I did have the instructor screen available and I liked that. The first part of the course was helpful as the instructor moved through the functionality of MS Project and we could follow along on our own screen. I learned a lot about functionality with this instructor led demonstration, and the ability to follow along on my computer was great! I did find that after the first demonstration, a lot of time was spent working independantly, with the instructor available for questions. I thought there should have been more instructor led demonstration, perhaps one on our own, followed by another instructor led example. I didn't like spending well over 50% of the course time practicing on my own. If this is how all classes are run, I would not take another one, nor recommend this class.
Reviewed by 2011
Good Environment and course format.
Reviewed by 2011
With CTC can't go wrong. Although I've appreciated that this course took one day only. I really think that this course could be hosted for (1) day only. Two days is too long.
Reviewed by 2011
I think the course is excellent. Some of the thing I learn I am implementing in our warehouse as we speak. Our instructor was very knowlegeable, caring, a good listener, she was magnificent.
Reviewed by 2011
I believe the seminar was just a little long - could have been done in 1.5 days. Otherwise - Excellent!
Reviewed by 2011
course was cancelled due to a "family emergency" I was notified upon arriving at the facility - flew from Windsor to Toronto. Totally unprofessional!!
Reviewed by 2011
An excellent course with an excellent teacher. For me personally this course gives me some more options, and guidence into the job and its responsibilites. We here are constantly trying to improve on accuracy, of the inventory on a day to day basis.
Reviewed by 2011
instructor lack knowledge on the subject matter.
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates.

 

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