ITIL® Operational Support and Analysis (OSA)

Study for a qualification in ITIL Operational Support & Analysis (OSA) by taking an accredited online training course from Good e-Learning!

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ITIL® Operational Support and Analysis (OSA)

IT Service Management / ITIL® Operational Support and Analysis (OSA)
  • World’s most widely-used ITSM framework
  • Accredited by PeopleCert
  • 91% average first-time pass rate
  • Expert tutor support
  • Credits awarded: 4
  • Exam simulator and revision modules

Introduction

ITIL, or ‘Information Technology Infrastructure Library’, is a widely-adopted and accepted framework of best practices that provides organizations with directions to effectively manage their IT services.

The ITIL Operational, Support and Analysis (OSA) certification is one of the four intermediate ITIL capability modules. It is designed to enable event, incident, request, problem, access, technical, IT operations and application management.

This online training course has been designed to provide students with all the knowledge and preparation they require to pass the ITIL Operational Support and Analysis (OSA) examination.  

This fully-accredited online training course provides professionals with guidance for managing the day-to-day operations of IT services with a better understanding of how to implement ITIL processes in order to deliver support services to end users. The course covers key IT service operations issues related to people, procedures, relationships and infrastructure technology. Candidates will acquire a comprehensive understanding of the processes and functions within OSA and how they can provide organizations with cost-effective and high quality IT services. Students will learn how to:

  • Address an incident or problem through a formal process
  • Identify early warning signs by utilizing event management processes
  • Utilize request fulfillment and access management processes efficiently
  • Manage the delivery and transition of services
  • Implementing the service desk function

This course has been developed by industry experts with years of experience in consultancy, training and authoring best-selling ITSM study guides. The course is accredited by PeopleCert, which is licensed by AXELOS as an examination institute for its ITIL certification training portfolio. On passing the certification exam, students will be awarded 4 credit to go towards sitting the ITIL Managing Across the Lifecycle (MALC) examination and obtaining the ITIL Expert qualification.

Benefits for Individuals

Becoming certified in ITIL Operational Support and Analysis will help individuals to demonstrate their knowledge of the processes associated with the delivery of services and how these services map to business requirements.

The course is suitable for configuration managers, application support managers, IT operations managers, network control and operation managers, database administrators, incident managers and network support managers. The course is also relevant for stakeholders involved in OSA processes and functions, as well as those who contribute towards enhancing the quality of IT services.

Benefits for Organizations

Training employees in OSA practices can help organizations to maximize the availability and utilization of their IT services. It can improve the efficiency of service delivery and help departments to adopt early warning techniques in order to swiftly address operational risks and challenges.

Course Outline

  • Module 1: Introduction to Operational Support and Analysis
  • Module 2: Event Management
  • Module 3: Incident Management
  • Module 4: Request Fulfillment
  • Module 5: Problem Management
  • Module 6: Access Management
  • Module 7: The Service Desk
  • Module 8: Common OSA Functions and Roles
  • Module 9: Technology and Implementation Considerations
  • Module 10: Exam Preparation

Examination

The course includes an exam voucher for the ITIL Operational Support and Analysis examination, which can be taken virtually online using a service provided by PeopleCert.

  • A complex multiple-choice exam with 8 scenario-based questions
  • 90 minutes (additional time will be available if English is not your first language)
  • Pass mark is 70% or 28/40
  • Closed-book
  • Earn 4 credits on successfully passing the exam

Please ensure your device meets the system requirements before booking your exam. You can do so via this online test. Please visit the PeopleCert website for more information and guidance.

  • 6 months’ access from the date of purchase to complete your training
  • 30 hours of online training content
  • Exam voucher
  • Interactive and engaging videos
  • Exam simulator with two mock/practice exams
  • Additional revision modules
  • Study schedule
  • On/off tracker
  • Searchable microlearning units and modules
  • Accessible through multiple devices
  • Offline player for studying on the move
  • Access to Orbus Learning Ecosystem
    • Detailed personal performance report
    • Community for business and IT professionals
    • Resource Centre (articles, case studies, white papers, etc.)
    • Support Suite
  • Tutor support

What is ITIL?

ITIL, or ‘Information Technology Infrastructure Library’, is a framework of best practices that provides organizations with directions for effectively managing their IT services.

Who owns ITIL?

ITIL is owned by AXELOS, a joint venture between Capita and the UK Cabinet Office.

Is the ITIL Operational Support and Analysis course accredited?

Yes, the course is accredited by PeopleCert, on behalf of AXELOS.

What are the prerequisites for this course?

  • ITIL v3 Foundation Certificate in IT Service Management or
  • ITIL4 Foundation Certificate in IT Service Management or
  • Training through an Accredited Training Organization (ATO)

What is the duration of this course?

This course provides 30 hours’ worth of training materials, which include learning modules, module level assessments, revision modules, practice exams and additional reference materials. All of these are designed to help you with your exam preparation.

What is the duration of course access?

Learners get 6 months of access from the date of purchase.

How long is the exam voucher valid for?

Learners get 12 months from the date of purchase to book and complete their examination.

How can the exam be taken?

The course includes an exam voucher for the ITIL Operational Support and Analysis examination which can be taken virtually online using a service provided by PeopleCert. Please ensure your device meets the system requirements before booking your exam. You can do this via this online test. Please visit the PeopleCert website for more information and guidance.

For any further information, please contact us on enquiries@orbussoftware.com.

Does the course include a manual?

The course does not require a manual. However, we recommend having a copy of the ITIL Operational Support and Analysis, 2011 Edition to compliment your training.

What is an exam simulator?

The purpose of the exam simulator is to provide learners with a simulated environment for taking mock examinations before attempting the final certification exam. The mock exams are official exams provided by AXELOS. They are timed and scored on the simulator.

What is a revision module?

The revision module provides learners with a summary of the key topics covered within the course. The module also includes tips and guides that can help learners with their exam preparation.

How does the on/off tracker work?

The online tracker provides an ideal time duration to complete the course and alerts users when they go off-track. Note, the tracker is purely a ‘nice to have’ feature that works on a recommended timeframe and does not hold any impact on the duration of access.

Which is the Learning Management System (LMS) used?

Docebo is the LMS that is integrated into the Orbus Learning Ecosystem.

What are the minimum system and browser requirements?

Click here to view the latest system and browser requirements to efficiently run this course.

How can I get help?

For tutor, technical and administrative queries please mail us on enquiries@orbussoftware.com.

This course is delivered by Good e-Learning who are the accredited training provider.

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Key Features

  • Duration of access: 6 months

  • Training hours: 30 hours

  • Accredited by: PeopleCert

  • Training delivered by: Good e-Learning Ltd

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Dear [your boss's name]:

I'd like to expand and prove my technical skills by earning a ITIL® Operational Support and Analysis (OSA) Certification. The registration fee is {{course.Price | currencySymbol:course.Currency}}.

When I pass this certification, you'll have proof of my ability to work with ITIL® Operational Support and Analysis (OSA). Orbus Software has training and online resources to help me prepare for the exam. I believe I'll be more effective and productive after achieving this valuable technical certification.

Let me know if you have any questions. In the meantime, you can find out more about this at https://www.orbussoftware.com/online-training/it-service-management/itil-operational-support-and-analysis-osa/. As you can see, the exam validates skills that are crucial to our team's success.

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