• Classroom
  • Online, Instructor-Led
  • Online, Self-Paced
Course Description

This 5-day course explains the best practices to manage services in supported environments. It provides guidance on achieving effectiveness and efficiency to deliver support services. This ensures value to the customers, users and service providers.

OSA teaches how to maintain stability in Service Operation while making changes to the design, scale, scope and service levels. Organizations must use detailed process guidelines, methods and tools to make better decisions in areas such as managing the availability of services, controlling demand, optimizing capacity utilization, scheduling operations, avoiding or resolving service incidents and manage problems.

The ITIL OSA course is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle and specifically in the following key ITIL processes, roles and function areas: Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, & Application Management

Lifecycle modules which would enhance your knowledge gained from this module are:
1. Continual Service Improvement (CSI)
2. Service Operation (SO)

Learning Objectives

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective
  • Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
  • The activities, methods and functions used in each of the Operational Support and Analysis processes
  • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure Operational Support and Analysis performance
  • The importance of IT Security and how it supports Operational Support and Analysis
  • Understanding technology and implementation requirements in support of Operational Support and Analysis
  • The challenges, critical success factors and risks related with Operational Support and Analysis

Framework Connections

The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.