Overview
Proven industry best practice provides knowledge on ITIL terminology, process structure, roles, functions and activities that will assist in improving user
support practices and as a result, improv ing the stability of the IT infrastructure. The course provides participants with practical guidance on the design
and implementation of integrated end-to-end proc esses and functions involved in preventing recurring faults within the IT infrastructure whilst effectively
responding to customer issues and requests, with reference to the Service Lifecycle approach as described in ITIL.
Service Management as a Practice and Service Operation principles
Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis
Event Management which defines any detectable or discernible occurrenc e that has significance for the management of the IT Infrastructure or
the delivery of an IT service
Incident Management which has the capability to bring services back to no rmal operations as soon as possible, according to agreed service
levels
Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their
product ivity or the quality of business services and products
Problem Management which prevents problems and resulting incidents from happening, to eliminate recurring incidents and to minimise the
impact of incidents that cannot be prevented
Access Management which grants authorised users the right to use a service, while preventing access to non-authorised users
Commo n Service Operation activities related to Service Operation and Support
Organising for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk,
Technical Management, IT Operations Management, Application Management
Service Operations and Suppo rt Service Operation roles and responsibilities
ITIL® Service Capability - Operational Support and Analysis (OSA) including exam
Len gt h
5 days
Price
$4510.00 (inc G ST)
This intermedi ate course buil ds on the general principles covered as part of the IT IL Foundation C ertificate course and
provides in-depth knowledge of the IT IL O SA topics as specified in the IT IL Service Capabil ity curri culum. Thi s includ es
Event Management, In cident Management, Request Fulfilment, Problem Management and Access Managem ent processes.
The cour se also covers the Service Desk, T echnical Managem ent, IT Operatio ns Management and Application Management
functions.
Examinatio n
The O SA exam is challenging and consists of a com plex m ultipl e-choice, clo sed book paper of 8 questions, to be answ ered
within 90 minutes. The pass mark is 70% or m ore. Two practice exam papers will be provided to assist with preparation.
Successful candidates will be awarded 4 credits towards the ITIL Expert certification.
Industry A ssociation Re cognition
Project Management Institute (PMI)
Contact Hours: 35 hours
Professional Development Units (PDUs): 35 PDUs
Australian Institute of Project Management (A IPM)
Continual Professional Development (CPD ) points: 10 points
It is highly recomme nded that you spe nd time each eve ning of this course re viewing and consolidating
what yo u've le arned, to be we ll prepared for the exa m.
®
Skills Gaine d
Key T opics
1800 ULEARN (853 276)
www.ddls.com.au
