ITIL Operational Support and Analysis

The ITIL® Operational Support & Analysis – Video Training Course will prepare you with the practical knowledge for ITIL Service Operation. The course will help you for the ITIL Intermediate Certificate: Operational Support & Analysis.

ITIL Operational Support and Analysis (OSA) focuses on the practical operation of OSA practices to enable event, incident, request, problem, access, technical, IT operations and application management.

The ITIL® Operational Support & Analysis – Video Training Course will teach you how to manage the everyday operation of IT services and obtain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers. Throughout the course, you will learn about the common OSA activities and service operation process. The course is sub-divided into several sections that include Service Operation Process, OSA Common Activities, Service Operation Functions, and the ways of implementing and organizing OSA.

Course Curriculum

Course Introduction

• Course Conventions & Agenda
• Course Organization

Introduction to Operational Support & Analysis

• Principles of OSA
• OSA Summary
• Service Operation

Service Operation Processes

• Service Operation Processes Summary
• Operational Activities of Other Lifecycle Processes
• Access Management
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management

OSA Common Activities

• Common Activities Summary
• OSA’s Common Activities
• Common Activities

Service Operation Functions

• Service Operation Functions Summary
• Service Desk Function
• Application Management Function
• Technical Management Function
• IT Operations Management

Organize & Implement

• Organize & Implement Summary
• Implementing OSA
• Technology Considerations
• Organizational Structures
• Roles & Responsibilities

Eligibility / Requirements

Our ITIL® Operational Support & Analysis – Video Training Course is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation.