Course Code: ITILCOSA
This course is aimed at individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It is also for individuals who require a practical understanding of the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service within an organisation. The course is also aimed at operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management and the Service Desk, Technical Management, IT Operations Management and Application functions who wish to enhance their role-based capabilities.
The ITIL Certificate in Operational Support and Analysis (OSA) course is one of the four courses that fit into the capability stream for ITIL certification. This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle. The Operational Support and Analysis Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:
- Event Management
- Incident Management
- Request Management
- Problem Management
- Access Management
- The Service Desk
- Technical Management
- IT Operations Management
This course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.
- ITIL v3 or 2011 Foundation
- ITIL v2 Foundation and v2/v3 Foundation Bridge
Proof of prerequisites must be sent to email@example.com no later than 5 working days prior to the start of the event. This evidence MUST be reproduced on the day of the exam to the trainer. When submitting evidence to firstname.lastname@example.org, please include your booking reference number which can be found on your Joining Instructions.
Pre Course Reading:
Delegates will be provided with pre-course reading prior to attending the course by email. Success on the course will be enhanced by close attention to the pre-reading materials. It is recommended that delegates spend 2 hours working through the pre-reading.
If you have not received your pre-reading material within one week of the start of your course, please contact email@example.com or call 01400 567 029
The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%).
ITILCPPO – ITIL(R) Capability Certificate in Planning, Protection and Optimisation
ITILCRCV – ITIL(R) Capability Certificate in Release Control and Validation
ITILCSOA – ITIL(R) Capability Certificate in Service Offerings and Agreements
ITILF – ITIL(R) Foundation Certificate in IT Service Management
ITILLSS – ITIL(R) Lifecycle Certificate in Service Strategy
ITIL® is a registered trade mark of AXELOS.