ITIL® V3 Capability Certificate in Operational Support and Analysis
The ITIL Certificate in Operational Support and Analysis (OSA) Course is one of the four courses that fit into the capability stream for ITIL Version 3 certification.
This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.
It is accredited by, and follows the syllabus specified by the APM Group (www.apmgroup.co.uk).
The Operational Support and Analysis Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:
The Service Desk
IT Operations Management
Please be aware, this course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification
The program is targeted at:
Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications
Individuals who require a practical understanding of the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service within an organisation
Operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management and the Service Desk, Technical Management, IT Operations Management and Application functions who wish to enhance their role-based capabilities
The main focus of the course is covered by the Service Operation volume of the IT Infrastructure Library (ITIL) Version 3.
The core volume of Service Operation provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle for carrying out those processes which contribute to the optimisation of the services provided.
Possession of ITIL V3 Foundation Certificates or ITIL V2 Foundation plus Bridging Certificate
On attending the course please ensure you provide documented evidence that you have either passed the ITIL Version 3 Foundation Certificate or have passed your ITIL v2 Foundation Certificate and Foundation Bridge by either presenting your certificate (or a copy of your certificate) to the course lecturer. If you cannot provide the physical certificate, then as a minimum you must provide the certificate number. . If you have lost your certificate or you do not have a record of your certificate number please contact ISEB directly before attending the course. ISEB can be contacted on the following number 01793 417655.
Please note – Delegates are required to complete 12 hours of pre course study prior to attending this course. Please spend this time re-familiarising yourself with the foundation level material as you will need this knowledge for the course you will be attending.
Thank-you for your co-operation.
The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%)
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