ITIL(R) Intermediate OSA

5-DAY WORKSHOP 
 

Successful implementation of ITIL® Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimise the Operational Support and Analysis processes and gain the skills required to take the ITIL® Intermediate Qualification.


WHO SHOULD ATTEND? 
 

This course is valuable for those who want to achieve ITIL® Intermediate Qualification: Operational Support and Analysis certification.
 
PREREQUISITES 

Delegates attending this course must be in possession of an official ITIL® V3 Foundation certificate.

 COURSE OVERVIEW 

 

  • Introduction and Overview 
  • Core Service Operation Processes 
  • Event Management 
  • Incident Management 
  • Request Fulfilment 
  • Problem Management 
  • Access Management 
  • Service Desk 
  • Service Operation Functions 
  • Technology Considerations 
  • Implementation Considerations 

     
CERTIFICATION 
 

  • This course is aligned to an Industry certification.  
     

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