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ITIL Operational Support and Analysis (OSA) Certification Training in Mumbai

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Course includes pre-course and evening study, many practical assignments, the exam and overview maps that illustrate the ITIL lifecycle stages, reinforcing key concepts.

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USD 1,000.00

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You will learn to achieve operational excellence by applying OSA processes. It helps in analyzing incidents, applying problem-solving techniques and investigating the cause.Also will help you in Identifying request fulfillment interfaces.

Outline - Click to Collapse


# Course Module (Learning Outcome) Module Topics ~Hrs
1 Service lifecycle overview
  • Service management as a practice
  • The service value proposition
  • Optimizing operational service performance
  • The role of OSA processes in the lifecycle
  • How OSA supports the service lifecycle
  • Operational support and analysis introduction
2 Core Service Operation Processes
  • Event management
  • Incident management
  • Request fulfillment
  • Problem management
  • Access management
  • Participant Activity
3 Service Desk
  • Establishing the service desk objectives
  • Organizational structures and staffing options
  • Providing a single point of contact
  • Measuring effectiveness and efficiency
  • Impact of service desk on customer perception
  • Reasons and options for outsourcing the service desk
  • Participant Activity
4 Service Operation Functions
  • Functions of technical management, IT operations management and application management
  • How the functions contribute to OSA
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analyzing the function's activities
  • Participant Activity
5 Technology Considerations
  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing service management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practices and processes
  • Participant Activity
6 Implementation Considerations
  • Managing change in service operation
  • Examining implementation aspects of service operation and project management
  • Assessing and managing risk in service operation
  • Operational staff considerations in service design and transition
  • How to plan and implement service management technologies
  • Participant Activity
Practice exams, review and exam
  • Participant Activity (Sample   Paper)

Additional Info

Additional Info

Blended Mode In-person
Location India
Course Leader Rajeev Andharia
Credit Hours 30
Package Includes Daily review sessions and exam practice
Course includes a high degree of practical assignment work
ITILĀ® 2011 Intermediate: Operational Support & Analysis (OSA) Exam with Passing Assurance*
*Passing Assurance: You get ONE re-attempt "at 50% discount".
Target Audience IT service and support managers and staff
Project managers
IT consultants and developers
Key business users
Eligibility You must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert certificate achieved via a bridging route. Two to four years of professional experience working in IT service management is highly desirable.
Time Zone UTC+05:30 (IST)
From Time 9:00 hrs
To Time 18:00 hrs


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