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ITIL Training
ITIL Foundation Training

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Service Desk Association

ITIL® Intermediate - Operational Support & Analysis (OSA)

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Training Course Duration: 5 days (exam on day 5 of a public training course) 

Public and  Onsite Training


ITIL® Foundation Certificate
ITIL® Foundation v3
or ITIL® Foundation v2 to v3 Bridge

Certification: ITIL®
Certification Exam Information
    Enquire about Onsite Training

    Enhance your IT Service Management Skills on selected ITIL® processes

Training Course Overview

This accredited training course outlines the ITIL® best practices 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 training 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 training 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; and
  • Technical Management;
  • IT Operations Management;
  • Application Management.

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Training Course Outline:

Introduction & ITSM Overview
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
Event Management
The Service Desk
- Event Management Process
- Efficient Event Management
- Benefits & Business Value
- Service Desk Function
- Service Desk Validation
- Measurement Model + Metrics
Incident Management
- Incident Management Process
- Measurement Model
- Benefits & Business Value
- Technical, Operations & Applications Management Functions
- Benefits & Business Value
Request Fulfilment
Technology & Implementation Considerations
- Request Fulfilment Process
- Measurement Model
- Benefits & Business Value
- Technology Requirements for Service Management Tools
- Best Practices for Implementing Service Management Technologies
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;
  • Applications Managers; &
  • 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:

The ITIL Certification Exam is included in all HDAA's ITIL Public Training Course pricing.

For pricing contact HDAA for an On-site Training Quote on T: 1300 130 447.

- View our Training Calendar.

- View our Training Courses.

- View our Learning Methods.

- View our Exam Information.

About ITIL.

Cancellation & Transfer Policy.

For more information, please contact HDAA on T: 1300 130 447