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ITIL® Capability - Operational Support and Analysis

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Highlights

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.

    Class Starting Monday, March 23

    5 sessions

    • Monday, March 23, 8:30AM- 5:00PM
    • Tuesday, March 24, 8:30AM- 5:00PM
    • Wednesday, March 25, 8:30AM- 5:00PM
    • Thursday, March 26, 8:30AM- 5:00PM
    • Friday, March 27, 8:30AM- 5:00PM

    Class Starting Monday, March 30

    5 sessions

    • Monday, March 30, 8:30AM- 5:00PM
    • Tuesday, March 31, 8:30AM- 5:00PM
    • Wednesday, April 01, 8:30AM- 5:00PM
    • Thursday, April 02, 8:30AM- 5:00PM
    • Friday, April 03, 8:30AM- 5:00PM

    Class Starting Monday, April 06

    5 sessions

    • Monday, April 06, 8:30AM- 5:00PM
    • Tuesday, April 07, 8:30AM- 5:00PM
    • Wednesday, April 08, 8:30AM- 5:00PM
    • Thursday, April 09, 8:30AM- 5:00PM
    • Friday, April 10, 8:30AM- 5:00PM

    Class Starting Monday, April 13

    5 sessions

    • Monday, April 13, 8:30AM- 5:00PM
    • Tuesday, April 14, 8:30AM- 5:00PM
    • Wednesday, April 15, 8:30AM- 5:00PM
    • Thursday, April 16, 8:30AM- 5:00PM
    • Friday, April 17, 8:30AM- 5:00PM

    Class Starting Monday, April 20

    5 sessions

    • Monday, April 20, 8:30AM- 5:00PM
    • Tuesday, April 21, 8:30AM- 5:00PM
    • Wednesday, April 22, 8:30AM- 5:00PM
    • Thursday, April 23, 8:30AM- 5:00PM
    • Friday, April 24, 8:30AM- 5:00PM

    Class Starting Monday, April 27

    5 sessions

    • Monday, April 27, 8:30AM- 5:00PM
    • Tuesday, April 28, 8:30AM- 5:00PM
    • Wednesday, April 29, 8:30AM- 5:00PM
    • Thursday, April 30, 8:30AM- 5:00PM
    • Friday, May 01, 8:30AM- 5:00PM

    Class Starting Monday, May 04

    5 sessions

    • Monday, May 04, 8:30AM- 5:00PM
    • Tuesday, May 05, 8:30AM- 5:00PM
    • Wednesday, May 06, 8:30AM- 5:00PM
    • Thursday, May 07, 8:30AM- 5:00PM
    • Friday, May 08, 8:30AM- 5:00PM

    Class Starting Monday, May 11

    5 sessions

    • Monday, May 11, 8:30AM- 5:00PM
    • Tuesday, May 12, 8:30AM- 5:00PM
    • Wednesday, May 13, 8:30AM- 5:00PM
    • Thursday, May 14, 8:30AM- 5:00PM
    • Friday, May 15, 8:30AM- 5:00PM

    Class Starting Monday, May 18

    5 sessions

    • Monday, May 18, 8:30AM- 5:00PM
    • Tuesday, May 19, 8:30AM- 5:00PM
    • Wednesday, May 20, 8:30AM- 5:00PM
    • Thursday, May 21, 8:30AM- 5:00PM
    • Friday, May 22, 8:30AM- 5:00PM

    Class Starting Monday, May 25

    5 sessions

    • Monday, May 25, 8:30AM- 5:00PM
    • Tuesday, May 26, 8:30AM- 5:00PM
    • Wednesday, May 27, 8:30AM- 5:00PM
    • Thursday, May 28, 8:30AM- 5:00PM
    • Friday, May 29, 8:30AM- 5:00PM

    Classes are only held if at least 5 students show up.

    The class identified is made available through CourseHorse, a 3rd party marketplace for ITIL classes and more. Groupon is not affiliated with or sponsored by the merchant, Mountainview ITSM, in connection with this offer. Please contact Groupon customer service for all inquiries related to this offer. Inquiries placed to CourseHorse will be directed back to Groupon.

    What You'll Get

    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.

    Class Starting Monday, July 13

    5 sessions

    • Monday, July 13, 8:30AM- 5:00PM
    • Tuesday, July 14, 8:30AM- 5:00PM
    • Wednesday, July 15, 8:30AM- 5:00PM
    • Thursday, July 16, 8:30AM- 5:00PM
    • Friday, July 17, 8:30AM- 5:00PM

    Class Starting Monday, July 20

    5 sessions

    • Monday, July 20, 8:30AM- 5:00PM
    • Tuesday, July 21, 8:30AM- 5:00PM
    • Wednesday, July 22, 8:30AM- 5:00PM
    • Thursday, July 23, 8:30AM- 5:00PM
    • Friday, July 24, 8:30AM- 5:00PM

    Class Starting Monday, July 27

    5 sessions

    • Monday, July 27, 8:30AM- 5:00PM
    • Tuesday, July 28, 8:30AM- 5:00PM
    • Wednesday, July 29, 8:30AM- 5:00PM
    • Thursday, July 30, 8:30AM- 5:00PM
    • Friday, July 31, 8:30AM- 5:00PM

    Class Starting Monday, August 03

    5 sessions

    • Monday, August 03, 8:30AM- 5:00PM
    • Tuesday, August 04, 8:30AM- 5:00PM
    • Wednesday, August 05, 8:30AM- 5:00PM
    • Thursday, August 06, 8:30AM- 5:00PM
    • Friday, August 07, 8:30AM- 5:00PM

    Class Starting Monday, August 10

    5 sessions

    • Monday, August 10, 8:30AM- 5:00PM
    • Tuesday, August 11, 8:30AM- 5:00PM
    • Wednesday, August 12, 8:30AM- 5:00PM
    • Thursday, August 13, 8:30AM- 5:00PM
    • Friday, August 14, 8:30AM- 5:00PM

    Class Starting Monday, August 17

    5 sessions

    • Monday, August 17, 8:30AM- 5:00PM
    • Tuesday, August 18, 8:30AM- 5:00PM
    • Wednesday, August 19, 8:30AM- 5:00PM
    • Thursday, August 20, 8:30AM- 5:00PM
    • Friday, August 21, 8:30AM- 5:00PM

    Class Starting Monday, August 24

    5 sessions

    • Monday, August 24, 8:30AM- 5:00PM
    • Tuesday, August 25, 8:30AM- 5:00PM
    • Wednesday, August 26, 8:30AM- 5:00PM
    • Thursday, August 27, 8:30AM- 5:00PM
    • Friday, August 28, 8:30AM- 5:00PM

    Class Starting Monday, August 31

    5 sessions

    • Monday, August 31, 8:30AM- 5:00PM
    • Tuesday, September 01, 8:30AM- 5:00PM
    • Wednesday, September 02, 8:30AM- 5:00PM
    • Thursday, September 03, 8:30AM- 5:00PM
    • Friday, September 04, 8:30AM- 5:00PM

    Classes are only held if at least 5 students show up.

    The class identified is made available through CourseHorse, a 3rd party marketplace for ITIL classes and more. Groupon is not affiliated with or sponsored by the merchant, Mountainview ITSM, in connection with this offer. Please contact Groupon customer service for all inquiries related to this offer. Inquiries placed to CourseHorse will be directed back to Groupon.

    The Fine Print

    Expiration varies.

    • ALL SALES FINAL.
    • Must be 18 or older to attend
    • Voucher valid only for date and time listed; may not be exchanged, altered, or redeemed for other dates, but may send a friend in place.
    • Must present CourseHorse confirmation email upon arrival.
    • Purchaser name must be provided at checkout; this information will be shared with CourseHorse and course provider for purposes of order fulfillment.
    • Groupon voucher Terms of Sale and Extraordinary Event Policy do not apply.
    • Merchant is solely responsible to purchasers for the care and quality of the advertised goods and services.
    • Offer is not eligible for our promo codes or other discounts.
    • Note, additional equipment or materials may be required or included in purchase price, see course description for details.
    • Merchant is solely responsible to purchasers for the care and quality of the advertised goods and services. Offer is not eligible for our promo codes or other discounts.

    Mountainview ITSM

    Class, IT Certification