ITIL® Operational Support Analysis (OSA)

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Beschreibung

ITIL Operational Support and Analysis (OSA) focuses on the practical application of OSA practices in order to enable event, incident, problem, access, technical, IT Operations and application management, request fulfillment and Service Desk operations.
The ITIL Operation Support and Analysis Certificate has become the IT industry's de-facto intermediate professional qualification in the field of IT Service Management.
This course will provide you with a good understanding of the Operational Support and Analysis principles, its processes and other aspects within the capability stream.
Our course has been fully accredited by PEOPLECERT, who are licensed by AXELOS as an Examination Institute fo…

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ITIL Operational Support and Analysis (OSA) focuses on the practical application of OSA practices in order to enable event, incident, problem, access, technical, IT Operations and application management, request fulfillment and Service Desk operations.
The ITIL Operation Support and Analysis Certificate has become the IT industry's de-facto intermediate professional qualification in the field of IT Service Management.
This course will provide you with a good understanding of the Operational Support and Analysis principles, its processes and other aspects within the capability stream.
Our course has been fully accredited by PEOPLECERT, who are licensed by AXELOS as an Examination Institute for IT Service Management.
ITIL® is a registered trademark of AXELOS Limited.
Students who take this course will learn:
  • Event Management - Ensuring that configuration items (CIs) and services are constantly monitored, with the aim to filter and categorize events in order to decide on appropriate actions when necessary
  • Incident Management - Ensuring the effective management of the ITIL Service Lifecycle. This includes solving any incidents in order to ensure that IT services can be returned to users as quickly as possible
  • Access Management - Ensuring that authorized users have the right to access services, while also denying access to non-authorized users
  • Problem Management - Effectively managing any problems in the ITIL Service Lifecycle. This includes preventing them from happening and minimizing the damage when they cannot be prevented
  • Technical Management - Providing technical expertise and support for the management of IT infrastructures

  • Request Fulfillment - Fulfilling service requests or requests for information
  • IT Operations Management - Enabling the management of IT services and their underlying infrastructures, as well as executing day-to-day routine tasks related to the operation of infrastructure components and applications
  • Application Management - Ensuring the effective management of applications throughout their lifecycle, including the design, testing, operation and improvement stages. The course also helps students develop the skills required to operate an IT organization's applications
  • Service Desk - Ensuring that service requests are effectively received and processed in order to assist users. We also cover how to coordinate incident resolution with specialist support groups
  • Everything needed to pass the official ITIL Operational Support & Analysis (OSA) exam

How to get certified

  • It is a complex multiple-choice exam with 8 scenario-based questions
  • There is a time limit of 90 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct
  • Successfully passing the exam will earn delegates 4 credits towards ITIL Expert level
In countries where English is a second language, the time allocated for the exam is extended to 120 minutes

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