ITIL Intermediate OSA


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ITIL® Intermediate Operational Support and Analysis (OSA)

ITIL® Intermediate Operational Support and Analysis (OSA) module is an ITIL® qualification focused on planning, implementation and optimization of OSA processes. The ITIL® Intermediate Qualification: 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 Certificate in IT Service Management.

ITIL® Intermediate OSA Certification Training enhances ones’ skills to apply core practices to support the service management lifecycle in real-time. The OSA module is one of the key ITIL® Service Capability modules and allows participants to enhance their ITIL® knowledge and skills enabling them to execute and implement specific ITIL® processes effectively

We offer ITIL® Intermediate OSA certification training that allows candidate’s to prepare for the ITIL® OSA exam in the comfort of their own place and/or in a Classroom learning

Key Features

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    10.5 Hrs of High Quality e-Learning content

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    30 PDUs offered

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    Highest Passrate

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    Courseware Approved by APMG, CSME,TUV SUD

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    ITIL® Intermediate OSA Exam Fee Included

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    10 Chapter-end Quizzes

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    2 ITIL Intermediate OSA Sample Test Papers

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    Downloadable E-book Included

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    Course Completion Certificate

Course Structure

Learning Unit 00 – Introductory Lesson 40:06
Learning Unit 01 – Introduction to Operation Support and Analysis 37:00
Learning Unit 02 – Event Management 38:38
Learning Unit 03 – Incident Management 41:52
Learning Unit 04 – Request Fulfillment 25:52
Learning Unit 05 – Problem Management 27:36
Learning Unit 06 – Access Management 22:57
Learning Unit 07 – Service Desk 33:27
Learning Unit 08 – Functions and Roles 53:18
Learning Unit 09 – Technology Implementation Considerations 51:50
Learning Unit 10 – Summary exam preparation and direct studies 2:05

Learning Objectives

The ITIL® Certificate in Operational Support and Analysis is intended to enable professionals to apply OSA practices in the resolution and support of the service management lifecycle. At the end of training in ITIL® Intermediate OSA, you will be able to:

  • Apply OSA practices to enable event, incident, request, problem, access, technical, IT operations and application management.
  • Identify how to manage the everyday operation of IT services
  • Identify improvements to the implementation of ITIL processes to deliver and support customer services
  • Describe the management and resolution of regarding people, relationships, procedures and infrastructure technology to enable high quality and cost effective IT services
  • Identify challenges, critical success factors and risks

Target Audience

The target group of the ITIL® Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to IT professionals, business managers, and business process owners. Roles that are best suited for this configuration are Configuration Manager, Availability Manager, System Software, Applications Support, IT Operations Manager, Network
Control and Operation, Database Administrator, Problem Manager and Network Support.

Exam Format

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30, 180


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