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 OSA practices in resolution and support of
the service management lifecycle and specifically in the following key
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 Course Syllabus: Learning Unit OSA01: Introduction to
operational support and analysis Learning Unit OSA02: Event management
Learning Unit OSA03: Incident management Learning Unit OSA04: Request
fulfillment Learning Unit OSA05: Problem management Learning Unit
OSA06: Access management Learning Unit OSA07: The service desk
Learning Unit OSA08: Functions Learning Unit OSA09: Technology and
implementation considerations Prerequisite Entry Criteria Candidates
wishing to be trained and examined for this qualification must already
hold the ITIL Foundation Certificate in IT Service Management which
must be presented as documentary evidence to gain admission.
Candidates who hold the following ITIL qualifications are also
eligible, and similar evidence will be required: Earlier ITIL (V2)
Foundation plus Foundation Bridge ITIL Expert Certificate in IT
Service Management (achieved via Service Manager or
Practitioner bridging routes). It is recommended that candidates: Can
demonstrate familiarity with IT terminology and understand Operational
Support and Analysis within the context of their own business
environment Have experience of working in a service management
capacity within a service provider environment, with responsibility
for at least one of the following management disciplines: Event
management process Incident management process Request fulfillment
process Problem management process Access management process Service
desk Technical management IT operations management Application
management Before attending training for the certification it is also
strongly recommended that candidates read the ITIL Service Lifecycle
core publications and, in particular, the ITIL Service Operation
publication. Eligibility for Examination: To be eligible for the ITIL
Intermediate: Service design qualification, candidates shall fulfill
the following requirements: At least 21 contact hours (hours of
instruction, excluding breaks, with an Accredited Training
Organization (ATO) or an accredited elearning solution) for this
syllabus, as part of a formal, approved training course/scheme A basic
IT literacy and around 2 years IT experience are highly desirable Hold
the ITIL Foundation Certificate in IT Service Management It is also
recommended that students should complete at least 21 hours of
personal study by reviewing the syllabus and the ITIL Service Design
publication in preparation for the examination, specifically Chapter
2: Service management as a practice. Still have questions? Ask the
community .
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28/01/2020 Last update