ITIL® Operational Support and Analysis Training & Certification

• The event management process inclusive of its design strategy
• Efficient event management and provision of examples
• The benefits and business value that can be gained from event management

• The incident management process inclusive of its components, activities
• The measurement model and the metrics
• The benefits and business value that can be gained from incident management

• The request fulfilment process inclusive of its components
• The measurement model and the metrics
• The benefits and business value

• The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation
• A measurement model and the metrics
• The benefits and business value that can be gained from problem management

• The end-to-end process flow for access management process inclusive of components, activities and operation including its organizational structure
• A measurement model and the metrics
• The benefits and business value that can be gained from access management as related to OSA

• The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation
• The service desk validation components and activities
• A measurement model and the metrics

• The end-to-end process flow for OSA functions
• The roles within each OSA process and generic roles
• The benefits and business value that can be gained from functions as related to OSA

• Technology requirements for service management tools
• What best practices

ITIL® OSA certification will provide a complete management level overview of all operational support analysis and all of its related activities.

After achieving ITIL® OSA Certification you will be able to:

The main process focus areas of this course include:

• How to apply OSA practices to enable the event, incident, request, problem, access, technical and IT operation and complete application management
• Managing the daily operational activities
• Determine setbacks in the current process and identify opportunities for improvements for better implementation of ITIL to deliver and support customer services

Identify challenges, critical factors and potential risk and roll out the correct action to overcome all the problems

As with any of the Intermediate modules, there is no mandatory requirement but two to four years professional experience working in IT Service Management is highly desirable.

The OSA qualification would suit candidates in the following IT professions or areas:

• Configuration Manager
• Availability Manager
• System Software
• Applications Support
• IT Operations Manager
• Network Control and Operation
• Database Administrator
• Problem Manager
• Network Support

You must be ITIL Foundation certified to appear for ITIL Intermediate Continual Service Improvement (CSI) certification.

This ITIL Intermediate OSA Certification focuses on experiential learning. The material of this course is divided into 60-90 minutes of interactive sessions.

Not only this, if you are participating, expect yourself to get indulged with interesting group activities. By this, you will get a chance to put the theory into action.

This training will be nothing like any ordinary training you imagine. We follow a vast range of creative methodology which will allow you to wrack your grey matter and boost your energy up to participate.

The key features of our training program would be:

• Training sessions in a storytelling format
• Exhibition of concepts with the help of professional examples
• Self-analysis and group discussions
• Case studies as the application of the concepts which were taught
• Vibrant presentations along with individual and team activities
• Post-training reading suggestions

A lot depends on your professional background, experience, the speed at which you understand ITIL and the interest you have in IT processes.

If you’re entry-level or have a couple of years of IT experience, you can expect to be hired as a process coordinator. A process coordinator ensures that the administrative activities in a process are carried out as designed. Incident coordinator, change coordinator and configuration analyst are some of the coordinator roles available in ITIL-based IT service management.

At a mid-management level, with a minimum of five years of experience, you may be asked to manage processes end-to-end. You’ll have coordinators reporting to you, and you would be accountable for ensuring that activities in service management are compliant to the processes. Problem manager, release manager and service desk manager are some of the managerial roles.

This Intermediate Level is the qualification which has numerous benefits for the organization as well as professionals.

Some of the major benefits are:

• Increase Visibility
• Learn Global Best Practices
• Add value to your CV
• Stay updated with the market

Training led by highly professional instructors, with 12+ years of industry experience and trained more than 5000 professionals with the help of high quality, tech-enabled learning laboratories is exactly what you need to fasten your pace in the corporate ladder. ITIL SOA training will be delivered using accredited training material.

Their core expertise includes:

• ITIL Consulting & Implementation
• GAP Analysis, ISO Audits
• Process/Service Improvement Using Lean Six Sigma
• Process Definition, Implementation & Compliance
• Process Hygiene (ISO 20000)
• Quality Assurance & Program Governance

Instructors Achievements:

• Certified ITIL V2 Master
• ITIL V3 Expert
• AXELOS Accredited Trainer
• PRINCE2 Practitioner
• PMP Certified
• Lean Six Sigma Black Belt