ITIL® Intermediate OSA Introductory Tutorial

ITIL Intermediate Operational Support and Analysis (OSA) Tutorial

This is the introductory lesson on ITIL Intermediate Operational Support and Analysis (OSA), which is a part of the ITIL Intermediate OSA Certification Course. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.

OSA Course Description

The ITIL Intermediate Qualification, Operational Support, and Analysis (OSA) Certificate is a freestanding qualification but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

Let’s understand the objective of this tutorial in the next section.

Objective

The ITIL Certificate in Operational Support and Analysis 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 process, role and function areas:

  • Event management

  • Incident management

  • Request fulfillment

  • Problem management

  • Access management

  • Service desk

  • Technical management

  • IT operations management

  • Application management

We will discuss each topic in detail in the course outline. Let us now look at the candidates who can opt for this tutorial in the next section.

Target Candidate

The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Tutorial include, but are not restricted to:

  • IT professionals

  • Business managers

  • Business process owners

Apart from the candidates mentioned above, the following candidates can also opt for this tutorial:

  • Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization.

  • IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and after that contribute to, an ongoing service improvement programme.

  • Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities.

  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications.

  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules.

Let us now look at the exam prerequisites in the next section.

Exam Prerequisites

To be eligible for the examination leading to the ITIL Operational Support and Analysis Certificate, the candidate must fulfill the following requirements:

  • At least 30 contact hours (hours of instruction, excluding breaks, and not including summary review time) with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.

  • 2 to 4 years’ professional experience working in IT service management is highly desirable.

  • Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)

  • It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Operation core guidance in preparation for the examination, specifically, Service management as a practice.

In the next section, we will discuss the OSA exam format.

ITIL® 2011 OSA Exam Format

ITIL 2011 Operational Support and Analysis Exam consist of Eight (8) Multiple Choice Questions, which will be Scenario-based, gradient scored questions. 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 duration of the exam is 90 Minutes.

As a Prerequisite, you need to have an ITIL 2011 Foundation Certificate OR ITIL V2 Foundation Certificate plus Bridge Certificate AND Completion of an accredited course from an ITIL Accredited Training Provider. It is a supervised exam and closed book. You need to acquire a minimum Pass Score of 28 right answers out of 40 questions or score 70% in the exam.

The next section talks about Tutorial Outline.

Tutorial Outline

We have 10 learning units including the introductory lesson in this ITIL Intermediate Operation Support and Analysis (OSA) Tutorial. Let’s look at the other learning units in the table shown below:

Lesson No

Chapter Name

What You’ll Learn

Lesson 1

Introduction to Operation Support and Analysis

In this chapter, you’ll be able to:

  • Understand the introduction to operational support and analysis.

  • Explain the various terms and core concepts of OSA.

  • Discuss the Purpose, Objectives, Scope, Functions, and Value to the business of OSA

Lesson 2

Event Management

In this chapter, you’ll be able to:

  • Explain the event management interpretation and analysis, principles, techniques, relationships, and application of these.

  • Explain the design strategy, components, activities, and operations including organizational structure and interfaces with other processes.

Lesson 3

Incident Management

In this chapter, you’ll be able to:

  • Understand the different components of incident management, its activities, and interfaces with other processes, the measurement model and metrics used to support incident management within OSA practices.

Lesson 4

Request Fulfillment

In this chapter, you’ll be able to:

  • Explain the request fulfillment process and how it contributes to OSA.

  • Understand the complete overview of the objectives, scope, and importance of request fulfillment as a process to generate business value.

  • Explain the Policies, principles, concepts, activities, methods, request models and techniques in relationship to OSA practices and information management.

  • Discuss the metrics used in request fulfillment.

Lesson 5

Problem Management

In this chapter, you’ll be able to:

  • Understand the purpose, objective and scope of Problem Management

  • Explain the end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation including its organizational structure, as well as any interfaces with other processes.

Lesson 6

Access Management

In this chapter, you’ll be able to:

  • Understand the purpose, objective, scope, and value to the business of Access Management

  • Explain the end-to-end process flow for access management process inclusive of components, activities, and operation including its organizational structure, as well as any interfaces with other processes.

  • Explain the measurement model and the metrics that would be used to support access management within OSA practices and the benefits and business value that can be gained from access management as related to OSA.

Lesson 7

Service Desk

In this chapter, you’ll be able to:

  • Explain 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.

  • Explain the service desk validation components and activities such as service desk role, organizational structures, challenges, and test components to ensure service quality within OSA.

Lesson 8

Functions and Roles

In this chapter, you’ll be able to:

  • Discuss the various OSA functions which are technical management, IT operations management, and applications management.

  • Describe the design strategy, objectives, components, activities, roles and operation including its organizational structure and interfaces with other processes.

  • Explain the roles within each OSA process and generic roles

Lesson 9

Technology and Implementation Considerations

In this chapter, you’ll be able to:

  • Explain the technology requirements for service management tools and where and how they would be used within OSA for process implementation

  • Describe the best practices that need to adapt to overcome challenges and risks when implementing service management technologies.

Conclusion

This marks the end of our introductory lesson. Let’s do a quick recap of what we learned so far.

In this lesson, we learned about what is ITIL, ITIL intermediate, Definition of Service lifecycle and capability. We also got some information about the ITIL intermediate Examination format itself and looked at the prerequisite of taking up the examination.

Finally, we covered the objective, eligible candidates, and syllabus of CSI and foundation basics. Hope you have a clear view of how the tutorial works.

The next lesson talks about Introduction to Operation Support & Analysis.

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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