This program leads to a Certificate in ITIL Service Capability Management – Operational Support and Analysis. The Service Capability series is focused on role based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within ITIL IT Service
Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use. Exam voucher is included with this course.
The Operational Support and Analysis (OSA) subject areas are:
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
- Technical Management
- IT Operations Management
- Application Management.
Chapter 01 – Course Introduction
Chapter 02 – Introduction to Operational
Chapter 03 – Service Operation Processes
Chapter 04 – OSA Common Activities
Chapter 05 – Service Operation Functions
Chapter 06 – Organize & Implement
- ITIL Foundation Certification
- Two to four years of relevant work experience
- IT operations, technical, or IT management personnel requiring more information about ITIL best practices.
- Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT.