ITIL INTERMEDIATE-IT OPERATIONAL SUPPORT AND ANALYSIS

The operational support and analysis (OSA) module are one of the main certifications in the ITIL Service Capability workstream. The module focuses mainly on the practical application of the OSA practices in order to develop skills of the candidate in order to event, incident, problem, request, technical and application management. The main content of this course is based primarily on the best practice guidance in accordance to the ITIL Service Operation publication. The ITIL Intermediate-IT Operational Support And Analysis will teach organizations and individuals on how to manage the everyday operations of the IT sector and you will understand how to implement the ITIL processes which will enhance deliver and support service to customers of the organization.

Agenda/Schedule of Training

Introduction to operational support and analysis

• The value to the business of OSA activities

• The lifecycle within the OSA context
• Optimizing service operation performance

Event management

• The event management process inclusive of its design strategy
• Efficient event management and provision of examples
• The benefits and business value that can be gained from event management

Incident management

• The incident management process inclusive of its components, activities
• The measurement model and the metrics
• The benefits and business value that can be gained from incident management

Request fulfillment

• The request fulfilment process inclusive of its components
• The measurement model and the metrics
• The benefits and business value

Problem management

• The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation
• A measurement model and the metrics
• The benefits and business value that can be gained from problem management

Access management

• The end-to-end process flow for access management process inclusive of components, activities and operation including its organizational structure
• A measurement model and the metrics
• The benefits and business value that can be gained from access management as related to OSA

The service desk

• The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation
• The service desk validation components and activities 
• A measurement model and the metrics

 Functions and roles

• The end-to-end process flow for OSA functions 
• The roles within each OSA process and generic roles
• The benefits and business value that can be gained from functions as related to OSA.

Technology and implementation considerations

• Technology requirements for service management tools
• What best practices 

The exam format is as follows:

• Multiple choice examination questions
• Eight questions per paper
• 28 marks required to pass (out of 40 available) - 70%
• 90 minutes’ duration
• Closed book.

Who Should Learn this?

The certification is helpful for those who require a basic understanding of the ITIL framework. It also benefits those who want to understand how ITIL can be used to enhance IT service management. IT professionals or others working in your organization that has adopted ITIL. Manager/IT audit managers It is mainly for Supervisory staff, Team leaders, Service Designers, Architects, and Planners, IT consultants.

FAQs

What are the benefits of ITIL Intermediate-IT Operational Support and Analysis?

This certification will benefit you in many ways. They include increased visibility, learn global practices. The certification adds a lot of value to your CV and you can stay updated with the market.

How can I prepare for Exam?

Make sure to use a good ITIL Intermediate-IT Operational Support and Analysis preparation book to build your confidence and knowledge towards the exam. You can also try ITIL Intermediate-IT Operational Support and Analysis exam prep workshops and online practice exams.

When can I take the exam?

You can take the exam whenever you are ready, all you need to do is schedule date from the nearest test center.

Can I retake the exam if I fail?

Yes, you can re-sit as many times as you need to pass the exam as there is not a limit on the number of resits in total or per year. Once you have passed the ITIL® 4 Foundation Exam, your certification will never expire

How much salary will I get after doing this course?

Based on research and analysis, it is seen that ITIL Intermediate-IT Operational Support and Analysis professionals seem to earn 30% more than non-certified professionals in the field of project management.

Is ITIL Intermediate-IT Operational Support and Analysis really worth it?

Yes, it helps to improve your career and your job prospects. It boosts your chances to land a job and also make you much more valued.

Will ITIL Intermediate-IT Operational Support and Analysis help me get my dream job?

Yes, this depends if your dream job is one in the field of IT and data analysis as the ITIL Intermediate-IT Operational Support and Analysis is a certification which enhances your chances of success in the IT field.

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