ITIL® V3 Capability Course OSA – Operational Support and Analysis Courses and other IT courses from TEKsystems Education Services

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Course Code:	MQ 572
Course Abstract:	To implement new services in a controlled and cost-effective manner, IT departments must successfully optimize their Operational Support and Analysis (OSA) best practices. This five (5) day certification course provides in-depth knowledge of the ITIL® Operational Support and Analysis (OSA) areas: Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management. Embedded into the OCA course is our unique virtualization, Living the Lifecycle™. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation. This virtualization successfully enables active learning by encouraging the participants to: > Discuss and understand pure ITIL® concepts > Apply concepts to a “neutral” real world situation > Learn different perspectives > Reinforce examinable concepts Exam and Certification: Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® Intermediate Certificate in Operational Support and Analysis. Class earns four (4) credits of the 22 required to achieve the ITIL Expert™. Project Management Institute (PMI®) Professional Development Units: Project Management Professionals will earn 38 contact hours or Professional Development Units (PDUs) upon completion of this course.
Audience:	This course is designed for individuals who are IT operational staff and management requiring deep knowledge of, or involved in, Event Management, Incident, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, and Application Management.
Duration:	5 days
Learning Outcomes:	Upon completion of this course, the participant will be able to: > Service Operation Principals (Event Management, Incident Management, Request Fulfillment, Problem Management, and Access Management) > Processes across the Service Lifecycle pertaining to Operational Support and Analysis > Operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management, Financial Management for IT services, and IT Service Continuity Management > Common Service Operation activities related to Service Operation and Support Service Operations and Support Service Operation roles and responsibilities > Technology and Implementation Considerations > Challenges, Critical Success Factors and risks
Course Topics:	Note: As an Accredited Certification course, this class cannot be customized to meet individual client requirements. This is not an “implementation” class.
Prerequisites:	Candidates for the OSA Course have: ITIL® V3 Foundation Certificate – obtained through ITIL® V3 Foundation or Bridge Course Two (2) to four (4) years professional experience with service management Completed at a minimum 12 hours of personal study - ideally, candidates should have read the pertinent areas of the ITIL publications and in particular the Service Operation module

ITIL® V3 Capability Course OSA – Operational Support and Analysis Course

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