ITIL ITIL® Operational Support & Analysis (OSA)

ITIL® Operational Support & Analysis (OSA)

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Description

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification, but 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 purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle and specifically in the following ITIL process, role and function areas:

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

Target Candidate

The target group of the ITIL Expert Qualification: Operational Support and Analysis includes but is not restricted to:

  • IT professional
  • Business managers
  • Business process owners
  • Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V2 Foundation plus the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications.
  • Individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organisation.
  • IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.
  • Operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.

Eligibility for Examination

To be eligible for the examination leading to an accredited ITIL Certificate in Operational Support and Validation, the candidate must fill the following requirements:

  • At least 30 contact hours (hours of instruction, excluding breaks, and not including summary review time, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
  • It is also recommended that candidates should 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 publications and in particular, the Service Operation publication
 

Topics Covered

Learning Unit OSA01: Introduction to Operational Support and Analysis
  • Blooms Level 2 Objectives€“ Full understanding of Operational Support and Analysis (OSA) terms and core concepts:
  • The concept of Service Management as a practice
  • How it delivers value to customers and the business
  • The underpinning processes and functions that support the Service Lifecycle
  • Which stages of the Service Lifecycle contribute to Operational Support and Analysis how they interact

Learning Unit OSA02: Event Management
  • Blooms 4 Objectives Support problem solving by putting theory into practice, interpret principles and relationships:
  • The Event Management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • Efficient Event Management and provide examples of how it is used to ensure Quality Service within OSA
  • The benefits and business value that can be gained from Event Management

Learning Unit OSA03: Incident Management
  • Bloom™s Level 4 Objectives Support problem solving by putting theory into practice, interpret principles and relationships:
  • The Incident Management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • The measurement model and the metrics that would be used to support Incident Management within OSA practices
  • The benefits and business value that can be gained from Incident Management

Learning Unit OSA04: Request Fulfilment
  • Bloom™s Level 4 Objectives Support problem solving by putting theory into practice, interpret principles and relationships:
  • The Request Fulfillment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • The measurement model and the metrics that would be used to support Incident Management within OSA practices
  • The Benefits and business value that can be gained from Request Fulfillment as related to OSA

Learning Unit OSA05: Problem Management
  • Bloom€™s Level 4 Objectives€“ Support problem solving by putting theory into practice, interpret principles and relationships:
  • The end-to-end process flow for Problem Management inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support Problem Management within OSA practices
  • The benefits and business value that can be gained from Problem Management

Learning Unit OSA06: Access Management
  • Bloom€™s Level 4 Objectives“ Support problem solving by putting theory into practice, interpret principles and relationships:
  • The end-to-end process flow for Access Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support Access Management within OSA practices
  • The benefits and business value that can be gained from Access Management as related to OSA

Learning Unit OSA07: The Service Desk
  • Blooms Level 4 Objectives Support problem solving by putting theory into practice, interpret principles and relationships:
  • The complete end-to-end process flow for the Service Desk function inclusive of design strategy, components, activities and operation as well as any interfaces with other processes or lifecycle phases
  • The Service Desk validation components and activities (e.g. Service Desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure Quality Service within OSA
  • A measurement model and the metrics that would be used to support the Service Desk function within OSA practices

Learning Unit OSA08: Functions
  • Bloom™s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships:
  • The end-to-end process flow for OSA Functions (i.e. Technical Management, IT Operations Management, and Applications Management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • The benefits and business value that can be gained from functions as related to OSA

Learning Unit OSA09: Technology and Implementation considerations
  • Blooms Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships:
  • Technology requirements for Service Management tools and where/how they would be used within OSA for process implementation
  • What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies

ITILis a registered trademark of AXELOS Limited
IT Infrastructure Libraryis a registered trademark of AXELOS Limited

 

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.It is strongly recommended that candidates:

  • Can demonstrate familiarity with IT terminology and understand Operational Support and Analysis within the context of their own business environment

Have exposure working in a service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management disciplines:

  • Event Management Process
  • Incident Management Process
  • Request Fulfilment Process
  • Problem Management Process
  • Access Management Process
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application ManagementIt is also strongly recommended that candidates read the ITIL Service Management core publications in advance of attending training for the certification and specifically the Service Operation publication.
 

Subject Matter Expert

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