ITIL OSA Certification Training Course

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The ITIL® Intermediate OSA Certification is specifically oriented to manage the day to day operational tactics of the organization. Establishing a confidence in a candidate to manage operations of IT services and how to put it into practice using ITIL® OSA can be acquired through this training. The course strongly focuses on the aspects of execution and processes in a practical environment. ITIL® OSA Training Course held over a span or 2 to 3 days, enables the candidates to implement the practices and resolution of the service management cycle. It is a course that will empower you understand scenario-based approach while still maintaining the core principles.

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Learning Objectives -

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective
  • Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes.
  • The activities, methods and functions used in each of the Operational Support and Analysis processes
  • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure Operational Support and Analysis performance
  • The importance of IT Security and how it supports Operational Support and Analysis
  • Understanding technology and implementation requirements in support of Operational Support and Analysis
  • The challenges, critical success factors and risks related with Operational Support and Analysis.

The Service Offerings and Agreements Capability course will be of interest to:

 

  • Individuals who have their ITIL® Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL® Certifications.
  • Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: 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
  • IT professionals involved in IT Service Management implementation and improvement programs.
  • A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

 

Introduction and Overview

  • Service Management as a practice
  • The Service value proposition
  • The role of Operational Support and Analysis processes in the lifecycle
  • How Operational Support and Analysis supports the Service Lifecycle

Core Service Operation Processes

  • Event Management
  • The purpose, goal and objectives of Event Management
  • Explaining triggers, inputs, outputs and the process interfaces
  • Using metrics to check effectiveness and efficiency
  • Employing active and passive monitoring tools

Incident Management

  • Managing the Incident Lifecycle
  • Identifying process activities, methods and techniques and how they relate to the Service Lifecycle
  • Interaction with design services
  • Incident Management involvement on Information Management

Request Fulfillment

  • Scope of the processes
  • The policies, principals and the request model concept
  • Dealing with service requests from users
  • How metrics can verify effectiveness and efficiency of the Request Fulfillment process

Problem Management

  • The objectives of the Problem Management process
  • Managing the lifecycle of problems
  • Value to the business and the Service Lifecycle
  • Identifying triggers, input and output to other processes
  • Analyzing metrics to check efficiency

Access Management

  • Policies, principles and basic concepts
  • Managing authorized user access
  • Distinguishing Access Management and Information Management
  • Executing Security and Availability Management policies
  • Challenges and critical success factors

Service Desk

  • Establishing the Service Desk objectives
  • Organizational structures and staffing options Providing a single point of contact
  • Measuring effectiveness and efficiency
  • Impact of Service Desk on customer perception
  • Reasons and options for outsourcing the Service Desk

Service Operation Functions

  • Functions of Technical Management, IT Operations Management and Application Management
  • How the functions contribute to Operational Support and Analysis
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analyzing the function's activities

Technology Considerations

  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing Service Management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

  • Managing change in Service Operations Examining implementation aspects of Service Operation and Project Management Assessing and managing risk in Service Operation Operational staff considerations in Service Design and Transition How to plan and implement Service Management technologies

 

 

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective through the study of OSA Certification
  • Assimilating the scope processes that interact with Operational Lifecycle process. And understanding the role of Operational Support and Analysis by giving the ITIL® OSA Exam
  • Nurturing activities, methods and functions used in each of the ITIL® Intermediate OSA processes.
  • Learning to measure Operational Support and Analysis performance through ITIL® Intermediate OSA  CertificationTraining
  • Gaining knowledge of the importance of IT Security and how it supports by studying for ITIL® Intermediate OSA Training
  • The challenges, critical success factors and risks related with Operational Support and Analysis

Ajit Joshi

Associate Vice President and Head – Governance and Enterprise Transformation in IT Service Management (GeTSM)

 

  • More than 8 years of experience in IT operations, Service Management, Training
  • Trained more than 1000 professionals on technology and upselling, and Best Management Practices, like ITIL®, COBIT, Six Sigma, Prince 2.
  • ITIL® Release, Control and Validation Certified.
  • ITIL® Service Offering and Agreement Certified.
  • ITIL® Planning, Protection and Optimization Certified.

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate and completion of the Release, Control and Validation Capability course from an Accredited Training Provider is required to sit the exam
  • It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL® Service Management Practice core guidance, in particular Service Strategy, Service Design and Service Transition publications in preparation for the examination
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Each question will have 4 possible answer options, one of which worth 5 marks is, one which worth 3 marks is, one which worth 1 mark is, and one which a distracter is and achieves no marks
  • Pass score is 28/40 or 70%

Candidates for this course must:

 

  • Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • 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 and Application Management
  • It is strongly recommended that candidates read the ITIL® Service Lifecycle core publications in advance of attending training for the certification.

 

What is ITIL® OSA Certification?

  • This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services

What is the Eligibility Criteria / Pre-requisites for the ITIL® OSA Exam?

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

  • Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

  • Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course

When are the classes conducted?

  • All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

  • Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

  • Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

  • We are Accredited Training Organization
  • Experiential Education
  • Experienced Industry Experts
  • Accredited course material
  • Quality Courseware
  • Post training support

 

Learning Objectives -

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective
  • Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes.
  • The activities, methods and functions used in each of the Operational Support and Analysis processes
  • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure Operational Support and Analysis performance
  • The importance of IT Security and how it supports Operational Support and Analysis
  • Understanding technology and implementation requirements in support of Operational Support and Analysis
  • The challenges, critical success factors and risks related with Operational Support and Analysis.

The Service Offerings and Agreements Capability course will be of interest to:

 

  • Individuals who have their ITIL® Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL® Certifications.
  • Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: 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
  • IT professionals involved in IT Service Management implementation and improvement programs.
  • A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

 

Introduction and Overview

  • Service Management as a practice
  • The Service value proposition
  • The role of Operational Support and Analysis processes in the lifecycle
  • How Operational Support and Analysis supports the Service Lifecycle

Core Service Operation Processes

  • Event Management
  • The purpose, goal and objectives of Event Management
  • Explaining triggers, inputs, outputs and the process interfaces
  • Using metrics to check effectiveness and efficiency
  • Employing active and passive monitoring tools

Incident Management

  • Managing the Incident Lifecycle
  • Identifying process activities, methods and techniques and how they relate to the Service Lifecycle
  • Interaction with design services
  • Incident Management involvement on Information Management

Request Fulfillment

  • Scope of the processes
  • The policies, principals and the request model concept
  • Dealing with service requests from users
  • How metrics can verify effectiveness and efficiency of the Request Fulfillment process

Problem Management

  • The objectives of the Problem Management process
  • Managing the lifecycle of problems
  • Value to the business and the Service Lifecycle
  • Identifying triggers, input and output to other processes
  • Analyzing metrics to check efficiency

Access Management

  • Policies, principles and basic concepts
  • Managing authorized user access
  • Distinguishing Access Management and Information Management
  • Executing Security and Availability Management policies
  • Challenges and critical success factors

Service Desk

  • Establishing the Service Desk objectives
  • Organizational structures and staffing options Providing a single point of contact
  • Measuring effectiveness and efficiency
  • Impact of Service Desk on customer perception
  • Reasons and options for outsourcing the Service Desk

Service Operation Functions

  • Functions of Technical Management, IT Operations Management and Application Management
  • How the functions contribute to Operational Support and Analysis
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analyzing the function's activities

Technology Considerations

  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing Service Management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

  • Managing change in Service Operations Examining implementation aspects of Service Operation and Project Management Assessing and managing risk in Service Operation Operational staff considerations in Service Design and Transition How to plan and implement Service Management technologies

 

 

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective through the study of OSA Certification
  • Assimilating the scope processes that interact with Operational Lifecycle process. And understanding the role of Operational Support and Analysis by giving the ITIL® OSA Exam
  • Nurturing activities, methods and functions used in each of the ITIL® Intermediate OSA processes.
  • Learning to measure Operational Support and Analysis performance through ITIL® Intermediate OSA  CertificationTraining
  • Gaining knowledge of the importance of IT Security and how it supports by studying for ITIL® Intermediate OSA Training
  • The challenges, critical success factors and risks related with Operational Support and Analysis

Ajit Joshi

Associate Vice President and Head – Governance and Enterprise Transformation in IT Service Management (GeTSM)

 

  • More than 8 years of experience in IT operations, Service Management, Training
  • Trained more than 1000 professionals on technology and upselling, and Best Management Practices, like ITIL®, COBIT, Six Sigma, Prince 2.
  • ITIL® Release, Control and Validation Certified.
  • ITIL® Service Offering and Agreement Certified.
  • ITIL® Planning, Protection and Optimization Certified.

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate and completion of the Release, Control and Validation Capability course from an Accredited Training Provider is required to sit the exam
  • It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL® Service Management Practice core guidance, in particular Service Strategy, Service Design and Service Transition publications in preparation for the examination
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Each question will have 4 possible answer options, one of which worth 5 marks is, one which worth 3 marks is, one which worth 1 mark is, and one which a distracter is and achieves no marks
  • Pass score is 28/40 or 70%

Candidates for this course must:

 

  • Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • 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 and Application Management
  • It is strongly recommended that candidates read the ITIL® Service Lifecycle core publications in advance of attending training for the certification.

 

What is ITIL® OSA Certification?

  • This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services

What is the Eligibility Criteria / Pre-requisites for the ITIL® OSA Exam?

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

  • Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

  • Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course

When are the classes conducted?

  • All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

  • Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

  • Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

  • We are Accredited Training Organization
  • Experiential Education
  • Experienced Industry Experts
  • Accredited course material
  • Quality Courseware
  • Post training support
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Reviews

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Mr.Johan Affendi

CIO Corporate

Studying for OSA certification helped me focus on the more practical approach that the course has to offer. ITIL® OSA has taught me how to manage everyday operation of IT services and gain a better understanding of how to implement the ITIL® processes that will enable me to deliver and support services to customers.


reviewer.png

Mr.Simpson Doug

Enterprise Program Manager

Being a configuration manager, ITIL® Intermediate OSA became one of my most coveted course that I had undertaken. It has now helped me cover issues and topics based on people, relationships, procedures and infrastructure technology required to ensure that the organization can deliver high quality and cost-effective IT services.


reviewer.png

Mr.Shashikant Yadav

Senior Engineer

The training of ITIL® Intermediate OSA certification has helped me in a big way in making the operational changes, designing operational support mechanisms, and to understand and measure their operational performance of the company’s needs.


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