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Education Bureau Registration No.:575690
   
 
 
   
 
 
 
 

ITIL® Intermediate Qualification

 
 
 

ITIL® Intermediate Qualification: Operational Support and Analysis (OSA)

(earn 4 point towards the ITIL® Expert Certification, updated to the latest ITIL® 2011 edition)

 
       
 
 
Why ITIL® Intermediate Certification: Operational Support and Analysis (OSA)?
1. Thousands of candidates are ITIL® Foundation certified - you want to stand out in the crowd
   
2. ITIL® Intermediate Certification: Operational Support and Analysis (OSA) will not expire.
   
3. As a standing point towards the ITIL® Expert certification (required 22 points, the certificate is worth 4 points). (Read more ...)
   
4. To claim PDU for PMP®.
Why Great Learning?
1. We are the IT soft skill specialist, highly experienced in delivering complicated and conceptual knowledge in an effective way.
2.  
Great Learning is an APMG-China ITIL® Accredited Training Organisation.

 

 

 
       
  Course Objectives:    
 

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Service Management as a Practice
  • Service Operation Principals
  • Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis
  • Specific emphasis on the Service Operation Lifecycle processes and roles included in:
    • Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
    • Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
    • Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
    • Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
    • Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users

  • Operational activities of processes covered in other Lifecycle phases such as:
    • Change Management
    • Service Asset and Configuration Management
    • Release and Deployment Management
    • Capacity Management
    • Availability Management
    • Knowledge Management
    • Financial Management for IT services, and
    • IT Service Continuity Management

  • Common Service Operation activities related to Service Operation and Support
  • Organizing for Service Operation which describe functions to be performed within the Service
  • Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management
  • Service Operations and Support Service Operation roles and responsibilities
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and risks.
   
       
  Target Students:    
 
  • Individuals who have attained the ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications
  • Individuals who require a deep understanding of ITIL® Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme
  • Operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
   
       
  Course Duration:    
  30 hours / 4 sessions    
       
  Language:    
  Cantonese with English terms    
       
  Prerequisites:    
  Those who are ITIL® v3 or 2011 Foundation Certified    
       
  Trainer:    
  ITIL® Approved Trainer    
       
 

Course Contents:

   
 

Learning Unit OSA01: Introduction to Operational Support and Analysis
• The concept of Service Management as a practice
• How it delivers value to customers and the business
• The underpinning processes and functions that support the Service Lifecycle
• Which stages of the Service Lifecycle contribute to Operational Support and Analysis how they
interact

Learning Unit OSA02: Event Management
• The Event Management process inclusive of its design strategy, components, activities, roles and
operation including its organizational structure as well as any interfaces with other processes
• Efficient Event Management and provide examples of how it is used to ensure Quality Service
within OSA
• The benefits and business value that can be gained from Event Management

Learning Unit OSA03: Incident Management
• The Incident Management process inclusive of its design strategy, components, activities, roles
and operation including its organizational structure as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support Incident Management
within OSA practices
• The benefits and business value that can be gained from Incident Management

Learning Unit OSA04: Request Fulfilment
• The Request Fulfillment process inclusive of its design strategy, components, activities, roles and
operation including its organizational structure as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support Incident Management
within OSA practices
• The Benefits and business value that can be gained from Request Fulfillment as related to OSA

Learning Unit OSA05: Problem Management
• The end-to-end process flow for Problem Management inclusive of design strategy, components,
activities, roles and operation including its organizational structure as well as any interfaces with
other processes
• A measurement model and the metrics that would be used to support Problem Management within
OSA practices
The benefits and business value that can be gained from Problem Management

Learning Unit OSA06: Access Management
• The end-to-end process flow for Access Management process inclusive of design strategy,
components, activities, roles and operation including its organizational structure as well as any
interfaces with other processes
• A measurement model and the metrics that would be used to support Access Management within
OSA practices
• The benefits and business value that can be gained from Access Management as related to OSA

Learning Unit OSA07: The Service Desk
• The complete end-to-end process flow for the Service Desk function inclusive of design strategy,
components, activities and operation as well as any interfaces with other processes or lifecycle
phases
• The Service Desk validation components and activities (e.g. Service Desk role, organizational
structures, challenges, issues safeguards, etc.) and how these test components are used to
ensure Quality Service within OSA
• A measurement model and the metrics that would be used to support the Service Desk function
within OSA practices

Learning Unit OSA08: Functions
• The end-to-end process flow for OSA Functions (i.e. Technical Management, IT Operations
Management, and Applications Management) inclusive of design strategy, objectives, components,
activities, roles and operation including its organizational structure as well as any interfaces with
other processes
• The benefits and business value that can be gained from functions as related to OSA

Learning Unit OSA09: Technology and Implementation considerations
• Technology requirements for Service Management tools and where/how they would be used within
OSA for process implementation
• What best practices should be used in order to alleviate challenges and risks when implementing
Service Management technologies

   
       
  Courseware:    
  Accredited notes, exercise, and sample questions    
       
  Fee:    
  Price: HK$ 10,200 (include HK$3,600 exam fee)    
       
  Examination:    
 

Fee: included
Format: multiple choice, scenario-based, gradient scored questions. Closed book
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: organized by Great Learning Education Centre
Exam Duration: 120 minutes

Paper and E-certificate will be granted after candidate passed the exam.

   
       
       
  Enrollment for ITIL® Intermediate Qualification: Operational Support and Analysis (OSA)    
 

 
Schedule (daytime):
4 - 8 Aug 2014 (Wanchai)
10:00 a.m. - 1:00 p.m., 2:00 - 5:00 p.m.
Exam date: to be confirmed
Price: HK$ 10,200 (include HK$3,600 exam fee)

 
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