Quality Seal Emagister EMAGISTER CUM LAUDE

ITIL® Intermediate OSA

simplilearn
Online

Price on request
You can also call the Study Centre
81510... More
Compare this course with other similar courses
See all

Important information

  • Course
  • Online
Description

Simplilearn is the World’s Largest Certification Training Provider, with over 400,000+ professionals trained globally
Trusted by the Fortune 500 companies as their learning provider for career growth and training
2000+ certified and experienced trainers conduct trainings for various courses across the globe
All our Courses are designed and developed under a tried and tested Unique Learning Framework that is proven to deliver 98.6% pass rate in first attempt.

Important information

Opinions

J

26/03/2014
What I would highlight Course was informative, very well formatted and organized, lots of examples were provided. Pretty much all concepts were cleared. Overall pretty good training.

Would you recommend this course? Yes.

What you'll learn on the course

Intermediate

Course programme

Course Preview
  • ITIL® Intermediate OSA
    • Learning Unit 00 - Introductory Lesson
      • 0.1 ITIL® 2011 Capability Module Operational Support and Analysis
      • 0.2 Agenda
      • 0.3 Objective
      • 0.4 ITIL® 2011 Introduction
      • 0.5 ITIL® 2011 Intermediate
      • 0.6 ITIL - Qualification Criteria
      • 0.7 Definition of Service Lifecycle
      • 0.8 Definition of Service Capability
      • 0.9 Difference between Lifecycle and Capability Modules
      • 0.10 Managing Across the Lifecycle
      • 0.11 Accreditation Institute
      • 0.12 OSA Course Description
      • 0.13 Course Objective
      • 0.14 Target Candidate
      • 0.15 Target Candidate contd..
      • 0.16 Exam Pre-requisites
      • 0.17 ITIL® 2011 OSA Exam Format
      • 0.18 Exam Tips
      • 0.19 Course Outline
      • 0.20 Quiz
      • 0.21 Foundation Basics
      • 0.22 ITIL - The Library Publications
      • 0.23 ITIL
      • 0.24 ITIL is presented as Best Practice. What are Best Practices?
      • 0.25 Why choose Public Standards over Proprietary ones?
      • 0.26 What is a Service?
      • 0.27 What is a Service Management?
      • 0.28 Service Management Roles: Service Owner
      • 0.29 Service Management Roles: Process Owner
      • 0.30 Connecting with Processes and Functions: RACI Matrix
      • 0.31 Key Terminology: Service Providers
      • 0.32 Key Terminology: Suppliers
      • 0.33 Thank You
    • Learning Unit 01 - Introduction to Operation Support and Analysis
      • 1.1 Introduction to Operation Support and Analysis
      • 1.2 ITIL - The Library Constituents
      • 1.3 Service Operation - Purpose and Objectives
      • 1.4 Service Operation - Scope
      • 1.5 Service Operation - Processes
      • 1.6 Service Operation - Functions
      • 1.7 Value to the Business of OSA Activities
      • 1.8 Optimization of Service Operational Performance
      • 1.9 IT Service Management
      • 1.10 Concept of Service and Value - Definition of a Service
      • 1.11 Economic Value of a Service
      • 1.12 Combined Effects of Utility and Warranty
      • 1.13 Value to the Business - Monitor and Measure
      • 1.14 Process
      • 1.15 Organizing IT Service Management - Process Definition
      • 1.16 Characteristics of a Process
      • 1.17 Organizing IT Service Management - Organization Structure
      • 1.18 Summary
      • 1.19 Quiz
    • Learning Unit 02 - Event Management
      • 2.1 Event Management
      • 2.2 Event Management
      • 2.3 Event Management - Purpose
      • 2.4 Event Management - Objectives
      • 2.5 Event Management - Scope
      • 2.6 Event Management vs. Monitoring
      • 2.7 Event Management - Value to the Business
      • 2.8 Event Management - Policies
      • 2.9 Event Management - Principles and Basic Concepts
      • 2.10 Event Management - Key Concepts
      • 2.11 Event Management - Triggers
      • 2.12 Event Management - Inputs and Outputs
      • 2.13 Event Management - Interfaces
      • 2.14 Event Management - Information Management
      • 2.15 Event Management - Metrics
      • 2.16 Event Management - Challenges and Risks
      • 2.17 Event Management - CSFs and KPIs
      • 2.18 Event Management - Design
      • 2.19 Event Management - Use of Event Rule Sets and Correlation Engines
      • 2.20 Event Management - Technology
      • 2.21 Event Management - Summary
      • 2.22 Quiz
    • Learning Unit 03 - Incident Management
      • 3.1 Incident Management
      • 3.2 Incident Management
      • 3.3 Incident Management - Purpose
      • 3.4 Incident Management - Objective
      • 3.5 Incident Management - Scope
      • 3.6 Incident Management - Value to Business
      • 3.7 Incident Management - Policies
      • 3.8 Incident Management - Key Concepts
      • 3.9 Incident Management - Key Concepts
      • 3.10 Incident Management - Process Flow
      • 3.11 Incident Management - Activities
      • 3.12 Incident Management - Categorization
      • 3.13 Incident Management - Prioritization
      • 3.14 Incident Management - Investigation and Diagnosis
      • 3.15 Incident Management - Escalation
      • 3.16 Incident Management - Resolution and Recovery
      • 3.17 Incident Management - Closure
      • 3.18 Incident Management - Rules for reopening incidents
      • 3.19 Incident Management - Triggers
      • 3.20 Incident Management - Inputs and Outputs
      • 3.21 Incident Management - Interfaces
      • 3.22 Incident Management - Metrics and Information Management
      • 3.23 Incident Management - Information Management
      • 3.24 Incident Management - Challenges
      • 3.25 Incident Management - CSFs and KPIs
      • 3.26 Incident Management - Risks
      • 3.27 Service Operation - Incident Management Summary
      • 3.28 Quiz
    • Learning Unit 04 - Request Fulfillment
      • 4.1 Request Fulfillment
      • 4.2 Request Fulfillment
      • 4.3 Request Management - Purpose and Objectives
      • 4.4 Request Management - Scope
      • 4.5 Request Management - Value to Business
      • 4.6 Request Management - Policies
      • 4.7 Request Management - Principles and Key Concepts
      • 4.8 Request Fulfillment - Process Activities
      • 4.9 Request Fulfillment - Triggers
      • 4.10 Request Fulfillment - Inputs and Outputs
      • 4.11 Request Fulfillment - Interfaces
      • 4.12 Request Fulfillment - Information Management
      • 4.13 Request Fulfillment - Metrics
      • 4.14 Request Fulfillment - Challenges
      • 4.15 Request Fulfillment - Risks
      • 4.16 Request Fulfillment - CSFs and KPIs
      • 4.17 Request Fulfillment - Summary
      • 4.18 Quiz
    • Learning Unit 05 - Problem Management
      • 5.1 Problem Management
      • 5.2 Problem Management
      • 5.3 Problem Management - Objective
      • 5.4 Problem Management - Scope
      • 5.5 Problem Management - Value to the Business
      • 5.6 Problem Management - Key Concepts
      • 5.7 Problem Management - Key Concepts
      • 5.8 Problem Management - Process Flow
      • 5.9 Problem Management - Activities
      • 5.10 Problem Management - Techniques
      • 5.11 Problem Management - Inputs and Outputs
      • 5.12 Problem Management - Triggers
      • 5.13 Problem Management - Interfaces
      • 5.14 Problem Management - Information Management
      • 5.15 Problem Management - Metrics
      • 5.16 Problem Management - CSFs and KPIs
      • 5.17 Problem Management - Challenges and Risks
      • 5.18 Problem Management Summary
      • 5.19 Quiz
    • Learning Unit 06 - Access Management
      • 6.1 Access Management
      • 6.2 Access Management
      • 6.3 Access Management - Purpose and Objectives
      • 6.4 Access Management - Scope
      • 6.5 Access Management - Value to the Business
      • 6.6 Access Management - Policies
      • 6.7 Access Management - Key Concepts
      • 6.8 Access Management - Activities
      • 6.9 Access Management - Activities
      • 6.10 Access Management - Triggers
      • 6.11 Access Management - Inputs and Outputs
      • 6.12 Access Management - Interfaces
      • 6.13 Access Management - Information Management
      • 6.14 Access Management - Metrics
      • 6.15 Access Management - Challenges and Risks
      • 6.16 Access Management - CSFs and KPIs
      • 6.17 Access Management - Summary
      • 6.18 Quiz
    • Learning Unit 07 - Service Desk
      • 7.1 Service Desk
      • 7.2 Service Desk
      • 7.3 Objectives
      • 7.4 Responsibilities
      • 7.5 Organizational Structures
      • 7.6 Local Service Desk
      • 7.7 Centralized Service Desk
      • 7.8 Virtual Service Desk
      • 7.9 Specialized Service Desk
      • 7.10 Environment
      • 7.11 Single Point of Contact
      • 7.12 Staffing
      • 7.13 Staffing Levels
      • 7.14 Staffing Levels
      • 7.15 Skill Levels
      • 7.16 Skill Levels
      • 7.17 Training
      • 7.18 Staff Retention
      • 7.19 Super Users
      • 7.20 Service Desk Metrics
      • 7.21 Customer or User Satisfaction Surveys
      • 7.22 Outsourcing the Service Desk
      • 7.23 Outsourcing; Common Tools and Processes
      • 7.24 Outsourcing SLA Targets
      • 7.25 Outsourcing Good Communications
      • 7.26 Outsourcing Ownership of Data
      • 7.27 Summary
      • 7.28 Quiz
    • Learning Unit 08 - Functions and Roles
      • 8.1 Functions and Roles
      • 8.2 Functions
      • 8.3 Technical Management - Objectives
      • 8.4 Technical Management - Roles
      • 8.5 Technical Management - Activities(1of2)
      • 8.6 Technical Management - Activities(2of2)
      • 8.7 IT Operations Management - Objectives
      • 8.8 IT Operations Management - Subfunctions
      • 8.9 IT Operations Management - Roles
      • 8.10 IT Operations Management - Documentation
      • 8.11 Applications Management - Objectives
      • 8.12 Applications Management - Roles
      • 8.13 Applications Management - Activities
      • 8.14 Roles and Responsibilities
      • 8.15 Service Owner Responsibilities(1 of 2)
      • 8.16 Service Owner Responsibilities(2 of 2)
      • 8.17 Generic Process Owner Responsibilities
      • 8.18 Process Manager - Responsibilities
      • 8.19 Process Practitioner - Responsibilities
      • 8.20 Key roles related to Incident Management Process(1of4)
      • 8.21 Key roles related to Incident Management Process(2of4)
      • 8.22 Key roles related to Incident Management Process(3of4)
      • 8.23 Key roles related to Incident Management Process(4of4)
      • 8.24 Key roles related to Problem Management Process(1of2)
      • 8.25 Key roles related to Problem Management Process(2of2)
      • 8.26 Key roles related to Request Fulfilment Process(1of2)
      • 8.27 Key roles related to Request Fulfilment Process(2of2)
      • 8.28 Key roles related to Event Management Process
      • 8.29 Key roles related to Access Management Process
      • 8.30 Functions Summary
      • 8.31 Quiz
    • Learning Unit 09 - Technology Implementation Considerations
      • 9.1 Technology Implementation Considerations
      • 9.2 Technology and Implementation Considerations
      • 9.3 Generic Requirements (Toolsets) 1of2
      • 9.4 Generic Requirements (Toolsets) 2of2
      • 9.5 Evaluation Criteria for Process Implementation (1of3)
      • 9.6 Evaluation Criteria for Process Implementation (2of3)
      • 9.7 Evaluation Criteria for Process Implementation (3of3)
      • 9.8 Service Design Evaluation Criteria
      • 9.9 Service Design Evaluation Criteria
      • 9.10 Projects, Risks and Staffing Practices 1of2
      • 9.11 Projects, Risks and Staffing Practices 2of2
      • 9.12 Implementing Service Operation - Managing Risk in Service Operation
      • 9.13 Implementing Service Operation - Managing Change in Service Operation
      • 9.14 Service Design - Challenges
      • 9.15 Service Design - Risks
      • 9.16 Service Transition - Challenges
      • 9.17 Service Transition - Risks
      • 9.18 Service Transition - Critical Success Factors
      • 9.19 Service Operation - Challenges
      • 9.20 Service Operation Managers - Challenges (1of2)
      • 9.21 Service Operation - Challenges (2of2)
      • 9.22 Service Operation - Risks
      • 9.23 Service Operation - CSFs (1of3)
      • 9.24 Service Operation - CSFs (2of3)
      • 9.25 Service Operation - CSFs (3of3)
      • 9.26 Implementing Service Operation - Planning and Implementing Service Management Technologies
      • 9.27 Implementing Service Operation - Planning and Implementing Service Management Technologies
      • 9.28 Technology and Implementation Considerations - Summary
      • 9.29 Quiz
    • Learning Unit 10 - Summary exam preparation and direct studies
      • 10.1 Summary: Exam Preparation and Directed
      • 10.2 Directed Studies and Glossary
      • 10.3 Checkpoints
      • 10.4 Thank You

Additional information

  • What is this course about?

    ITIL® Intermediate Operational Support and Analysis (OSA) module is an ITIL® qualification focused on planning, implementation and optimization of OSA processes. The ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

    Simplilearn’s ITIL® Intermediate OSA Certification Training enhances ones’ skills to apply core practices to support the service management lifecycle in real-time. The OSA module is one of the key ITIL® Service Capability modules and allows participants to enhance their ITIL® knowledge and skills enabling them to execute and implement specific ITIL® processes effectively.

    Simplilearn offers ITIL® Intermediate OSA certification training that allows candidate’s to prepare for the ITIL® OSA exam in the comfort of their own place and/or in a Classroom learning environment.


Compare this course with other similar courses
See all