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ITILOS - ITIL® Operational Support and Analysis (OSA)

The ITIL® OSA (Operational Support & Analysis) course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Operational Support & Analysis Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.

Accredited ITIL® Operational Support and Analysis training is provided by Knowledge Peak, accredited by PeopleCert Examination Institute.

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Prerequisites


An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.

Detailed Class Syllabus


Course and Learning Objectives:


The concept of Service Management as a practice
The role of processes in the Lifecycle
The purpose, goal and objectives of the Event Management Process
The Service Desk Role and concepts
The purpose, goal and objectives of the Incident Management Process
The purpose, goal and objectives of the Problem Management Process
The purpose, goal and objectives of the Request Fulfillment Process
The purpose, goal and objectives of the Access Management Process
How to plan and implement Service management Technologies