Operational Support and Analysis (OS&A)

OS&A is one of four modules in the Capabilities stream leading to the ITIL Expert in IT Service Management.
On completion, students will be able to demonstrate their knowledge of the OS&A processes, roles, activities and functions, as outlined in ITIL Version 3.

Operational Support & Analysis covers the following ITIL V3 processes:

• Event Management
• Incident Management
• Problem Management
• Access Management, and 
• Request Fulfillment.

Click here to view the information below in pdf format.

COURSE FORMAT

ProActive's course format ensures that students get maximum benefit from the training over a five day period.

• Practical assignments and activities based around a Case Study are used to consolidate course material and provide a practical feel for ITIL in the workplace. 
• Students benefit from peer group discussion.
• Course size is limited to 12 to ensure adequate time is allocated to team work and group discussion.

PREREQUISITES / PRE READING

Students must have obtained the V3 Foundation Certificate or the V2 Foundation Certificate plus the V3 Foundation Bridge.

It is strongly recommended that candidates demonstrate familiarity with IT terminology and understand the context of the relevant processes within their own organisation.

As such, it is recommended that candidates read the ITIL Service Lifecycle core publications in advance in particular the Service Operation book.

CERTIFICATION / ASSESSMENT:

A 90 minute examination takes place on Day 5, consisting of 8 multiple choice, scenario based, gradient scored questions. Students need a score of 28/40 or 70%. Each examination leads to international V3 ‘Intermediate’ level Certification from the UK-based Information Systems Examination Board (ISEB).

For students looking to achieve the ITIL Expert Certificate in ITIL Version 3, students with the V3 Foundation Certificate will need to attend and pass the examinations for at least 4 Intermediate Courses plus the “Managing Across the Lifecycle” course.

WHO SHOULD ATTEND?

This course will be of benefit to students requiring a deeper understanding of the OS&A processes, and how they may be used to enhance the quality of IT Service support in their organisation.

It is also suitable for operational staff who wish to enhance their role-based capabilities.

COURSE FEES

Price includes student folder, handouts and a copy of the OS&A 'ITIL V3 Intermediate Capability Handbook', published by the Stationery Office (TSO). Prices include GST.
Terms: Full payment with booking is required, and subject to standard terms and conditions, available on ProActive’s website.