Course Description

Why this course ?

The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Operational Support and Analysis. Success in the exam will also earn you 4 credits towards the 22 credits needed to gain the ITIL Expert qualification.

It helps you gain competence in the aspects of service management that relate to OSA, including…

 The value of OSA activities for the business   How OSA supports and interacts with other service lifecycle activities   A detailed understanding of the OSA processes: incident management, request fulfillment, event management, problem management, and access management   How OSA can deliver operational excellence   Organizing for service operation