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Topics Covered
Introduction ? The value to the business of OSA activities ? The context of OSA activities within the service lifecycle ? How OSA activities support the service lifecycle ? Optimizing service operation performance
Who should attend
Target Audience The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to: • IT professionals • Business managers • Business process owners • Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization • IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme • Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite
Pre-requisites
Prerequisite: ITIL V3 Foundation Certificate or ITIL V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL Accredited Training Provider
What you need to bring
We Provide Hard Copy of Student Handbook (Slide and note) & Key concept guide (Prepared as per exam focusing on exam as per syllabus)""
Key Takeaways
Learning outcomes Following completion of this unit, the candidate will know: • 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