- ITIL Training
- ITIL V3 Operational Support & Analysis (OSA) Certification Program (Exam Included)
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
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
- Prerequisites & Certificates
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)
- Cancellation Policy
ctc TrainCanada - We Never Cancel*:
We are unique in the corporate training field in that we do not cancel desktop applications courses due to low enrollment. When there are less than 3 students, ctc TrainCanada will personalize the class (students then receive more time with the instructor to address their individual needs allowing the student to complete the full course in less time) or connect the student remotely to a class at one of our other branches via TrainLive remote classroom instruction. *Microsoft Certified Courses and other technical courses require a minimum enrollment of three students. Business Skills courses require multiple students in order to run due to the interactive nature of the training. Selected Desktop Applications courses may require a minimum enrollment of two students to run. ctc TrainCanada® reserves the right to deliver Microsoft Certified and other technical courses via TrainLive remote classroom instruction in order to guarantee the course to run.
ctc TrainCanada Cancellation policy:
You may cancel or reschedule this registration in writing with no penalty with a minimum of 10 business days' notice prior to the first day of the course. Full payment is required if you cancel or reschedule this registration within 10 business days prior to the first day of the course. However, substitutions are welcome. If you do need to cancel or reschedule a publicly scheduled course within the 10 day non-cancellation period (not a client dedicated course), payment is to be made and a training voucher for a public course will be issued to you. This allows you to attend a future date for the same course at no charge (subject to availability).
No-shows will not be issued a training voucher.
Complimentary Service: We offer all our students coffee, tea, juice or pop, muffins or pastries in the morning and cookies baked in our own oven each afternoon.
- Map & Reviews
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