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HDAA Workshop - SVS

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ITIL® Intermediate - Operational Support and Analysis (VIRTUAL COURSE)

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Date: 17-20 Jun 2019, 9:00 am-5:00 pm
Venue: VIRTUAL INSTRUCTOR-LED
Availability: Virtual , Onsite
Certification: ITIL®
Prerequisites: ITIL® Foundation Certificate
ITIL® Foundation v2 to v3 Bridge
ITIL® Foundation v3
Certification Exam Information
 

PLEASE NOTE:
This course is held Virtually so you will need a quiet room for the duration of the course and a computer or laptop with internet capabilities. A headphone/speaker is also recommended.

Overview  

This accredited course outlines the ITIL best-practice framework and prepares the participant for the ITIL Intermediate - OSA certification exam. This Operational Support & Analysis module will be of interest to candidates wishing to gain a more in-depth understanding of processes and roles, how they are implemented and how they interact.

Although this course is a freestanding qualification, it 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.

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This course focuses on:

The ITIL certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle and specifically in the following ITIL process, role and function areas:

  • Event Management;
  • Incident Management;
  • Request Fulfilment;
  • Problem Management;
  • Access Management;
  • Service Desk;
  • Technical Management;
  • IT Operations Management; &
  • Application Management.

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Course Outline:

OSA01:
Introduction & ITSM Overview
  OSA06:
Access Management
- Concept of Service Management as a Practice
- How IT Delivers Value to Customers & the Business
- Processes & Functions that Support the Service Lifecycle
  - Process Flow for Access Management
- Measurement Model + Metrics
- Benefits & Business Value
     
OSA02:
Event Management
  OSA07:
The Service Desk
- Event Management Process
- Efficient Event Management
- Benefits & Business Value
  - Service Desk Function
- Service Desk Validation
- Measurement Model + Metrics
     
OSA03:
Incident Management
  OSA08:
Functions
- Incident Management Process
- Measurement Model
- Benefits & Business Value
  - Technical, Operations & Applications Management Functions
- Benefits & Business Value
     
OSA04:
Request Fulfilment
  OSA09:
Technology & Implementation Considerations
- Request Fulfilment Process
- Measurement Model
- Benefits & Business Value
  - Technology Requirements for Service Management Tools
- Best Practices for Implementing Service Management Technologies
     
OSA05:
Problem Management
   
- Process Flow for Problem Management
- Measurement Model + Metrics
- Benefits & Business Value
   

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Who Should Attend:

  • Individuals who have attained the ITIL Foundations Certification and who wish to advance to higher level ITIL certification;
  • IT professionals who require a deep understanding of ITIL certificate in Operational Support & Analysis;
  • Service Desk and Support Center Managers;
  • IT Operations Managers;
  • Problem and Incident Managers
  • Applications Managers; and
  • Operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Service Desk and Technical Management.

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Further Details:

PLEASE NOTE:
This course is held Virtually so you will need a quiet room for the duration of the course and a computer or laptop with internet capabilities. A headphone/speaker is also recommended.

The ITIL Certification Exam is included with this course. The exam is taken online after the course.
 

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About ITIL.

Cancellation & Transfer Policy.

For an On-site quote, please contact HDAA on T: 1300 130 447.

 

Cost:
Public:(Non Member) $4110.00 (inc GST)
This course is not currently available online

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