ITIL® 2011 edition is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.
The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the use of process and practice elements used within it.
The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL® processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.
The ITIL® OSA (Operational Support & Analysis) training course is part of the ITIL® Intermediate Capability certification stream and prepares candidates to take the ITIL® Operational Support & Analysis Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.
For groups of 5 or more, let Intertech bring this course to your location. Customized versions tailored towards your objectives are also available.Learn More
At the end of this course, you will learn:
IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions.
An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.
Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Intermediate Operational, Support & Analysis certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. An integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.