ITIL ®—OPERATIONAL SUPPORT AND ANALYSIS (OSA)
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in ITIL ® Foundation Certificate which shall be presented as documentary evidence to gain admission.
The importance of Service Management as a Practice concept and Service Operation principles, purpose and objectives;
The importance of ITIL® Operational Support and Analysis while providing service;
How all processes in ITIL® Operational Support and Analysis interact with other Service Lifecycle processes;
The processes, activities, methods and functions used in each of the ITIL® Operational Support and Analysis processes;
How to use the ITIL® Operational Support and Analysis processes, activities and functions to achieve operational excellence;
How to measure ITIL® Operational Support and Analysis;
The importance of IT Security and its contributions to ITIL® Operational Support and Analysis;
Understanding the technology and implementation considerations surrounding ITIL® Operational Support and Analysis;
The challenges, Critical Success Factors and risks associated with ITIL® Operational Support and Analysis.
Method of Delivery
Presentation slides with the help of White Board.
The method of delivery is highly interactive and designed to present the information in memorable and manageable segments.
Each delegate/candidate will receive a comprehensive course handout containing all of the course slides and relevant supporting documentation.
Throughout the course, delegate’s understanding of the material will be tested through the use of interactive discussion and mock exam(s).
09:00 Hrs to 17:30 Hrs