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ITIL Intermediate OSA Online Training

ITIL Intermediate OSA


The Operational Support and Analysis module is one of the ITIL Service Capability modules, and will be of interest to candidates wishing to gain a deep level of understanding of ITIL processes and roles, how they are implemented and how they interact.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 in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.
  • Candidates for this course must hold the ITIL Foundations Certification.
  • It is a 12 days program and extends up to 2hrs each.
  • The format is 40% theory, 60% Hands-on.

  • It is a 3 days program and extends up to 8hrs each.
  • The format is 40% theory, 60% Hands-on.
    Private Classroom arranged on request and minimum attendies for batch is 4.
course content
  • Introduction and 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
  • Core Service Operation Processes
    • Event management
      • The purpose, goal and objectives of event management
      • Triggers, inputs, outputs and the process interfaces
      • Using critical success factors to check effectiveness
      • Employing active and passive monitoring tools
    • Incident management
      • Managing the incident lifecycle
      • Identifying process activities, methods and techniques and how they relate to the service lifecycle
      • Interaction with design services
      • Incident management involvement
    • Request fulfillment
      • Scope of the processes
      • The policies, principles and the request model concept
      • Dealing with service requests from users
      • How KPIs can verify effectiveness and efficiency of the request fulfillment process
    • Problem management
      • The objectives of the problem management process
      • Managing the lifecycle of problems
      • Value to the business and the service lifecycle
      • Identifying triggers, input and output to other processes
      • Analyzing critical success factors to check efficiency
    • Access management
      • Policies, principles and basic concepts
      • Managing authorized user access
      • Distinguishing access management and information management
      • Executing security and availability management policies
      • Challenges and critical success factors
      • Verifying effectiveness and efficiency
  • 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
  • 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
  • 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
  • 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
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