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  • 10.5 hours of self-paced learning
  • 10 end of chapter quizzes
  • 2 sample test papers
  • Exam fee included

Course description

  • What’s the focus of this course?

    ITIL® Intermediate Operational Support and Analysis (OSA) module is an ITIL® qualification focused on planning, implementation and optimization of OSA processes. 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.

    Simplilearn’s ITIL® Intermediate OSA Certification Training enhances ones’ skills to apply core practices to support the service management lifecycle in real-time. The OSA module is one of the key ITIL® Service Capability modules and allows participants to enhance their ITIL® knowledge and skills enabling them to execute and implement specific ITIL® processes effectively.

    Simplilearn offers ITIL® Intermediate OSA certification training that allows candidate’s to prepare for the ITIL® OSA exam in the comfort of their own place and/or in a Classroom learning environment.

  • Why is the certification most sought-after?

    ITIL® Intermediate OSA Certification is an intermediate level of ITIL® certification offered to IT professionals who successfully qualify the ITIL® OSA exam. The ITIL® Intermediate Operational Support and Analysis (OSA) qualification demonstrates the candidate’s specialization in ITIL® service capability modules and expertise in planning, implementing and optimizing the OSA processes. ITIL® OSA certification establishes a professional’s ability to apply OSA practices in:
    • the resolution and support of the service management lifecycle, and
    • ITIL® processes and functional areas such as Event management, Incident management, Request fulfillment, and so on.
    According to some of the leading job websites, ITIL® Intermediate OSA Certification is a pre-requisite for many key roles in the IT sector.

    Over a million professionals have reaped the benefits of being certified in the ITIL® OSA module. Also, the global demand for certified professionals is increasing at a faster pace.

    Simplilearn is accredited by APMG and TUV as an ITIL® Foundation and Intermediate Training provider. Simplilearn is also an Accredited Examination Centre (AEC) by APMG, TUV and EXIN.

  • What are the course objectives?

    The ITIL® Certificate in Operational Support and Analysis is intended to enable professionals to apply OSA practices in the resolution and support of the service management lifecycle. 
    At the end of Simplilearn’s training in ITIL® Intermediate OSA, you will be able to:
    • Apply OSA practices to enable event, incident, request, problem, access, technical, IT operations and application management.
    • Identify how to manage the everyday operation of IT services
    • Identify improvements to the implementation of ITIL processes to deliver and support customer services
    • Describe the management and resolution of regarding people, relationships, procedures and infrastructure technology to enable high quality and cost effective IT services
    • Identify challenges, critical success factors and risks

  • What are the career benefits of this course?

    Simplilearn’s ITIL® Intermediate OSA course provides a complete management-level overview of Operational Support and Analysis, including all its related activities.

    According to some of the leading job websites, ITIL® Intermediate OSA Certification is a pre-requisite for many key roles in the IT sector.

    Certified professionals can get into organizational functions such as Service desk, technical management, IT operations management, application management, and so on. Certified professionals in this field are in high-demand and their job prospects and pay scale grow in keeping with their certification levels. According to recent surveys by payscale.com, the median salary of certified professionals in this field is $86,746.

  • Who should take this course?

    The target group of the ITIL® Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to IT professionals, business managers, and business process owners. Roles that are best suited for this configuration are Configuration Manager, Availability Manager, System Software, Applications Support, IT Operations Manager, Network Control and Operation, Database Administrator, Problem Manager and Network Support.

Course preview

  • ITIL® Intermediate OSA
    • Learning Unit 00 - Introductory Lesson 38:30
      • 0.1 ITIL® 2011 Capability Module Operational Support and Analysis 01:14
      • 0.2 Agenda 01:04
      • 0.3 Objective 00:24
      • 0.4 ITIL® 2011 Introduction 00:54
      • 0.5 ITIL® 2011 Intermediate 00:46
      • 0.6 ITIL - Qualification Criteria 01:53
      • 0.7 Definition of Service Lifecycle 00:49
      • 0.8 Definition of Service Capability 00:44
      • 0.9 Difference between Lifecycle and Capability Modules 00:34
      • 0.10 Managing Across the Lifecycle 00:44
      • 0.11 Accreditation Institute 00:05
      • 0.12 OSA Course Description 00:45
      • 0.13 Course Objective 00:49
      • 0.14 Target Candidate 00:22
      • 0.15 Target Candidate contd.. 01:30
      • 0.16 Exam Pre-requisites 01:19
      • 0.17 ITIL® 2011 OSA Exam Format 01:09
      • 0.18 Exam Tips 00:20
      • 0.19 Course Outline 05:08
      • 0.20 Quiz 00:52
      • 0.21 Foundation Basics 00:15
      • 0.22 ITIL - The Library Publications 03:30
      • 0.23 ITIL 01:03
      • 0.24 ITIL is presented as Best Practice. What are Best Practices? 01:05
      • 0.25 Why choose Public Standards over Proprietary ones? 02:23
      • 0.26 What is a Service? 00:39
      • 0.27 What is a Service Management? 01:49
      • 0.28 Service Management Roles: Service Owner 01:15
      • 0.29 Service Management Roles: Process Owner 01:11
      • 0.30 Connecting with Processes and Functions: RACI Matrix 01:11
      • 0.31 Key Terminology: Service Providers 01:30
      • 0.32 Key Terminology: Suppliers 00:32
      • 0.33 Thank You 00:42
    • Learning Unit 01 - Introduction to Operation Support and Analysis 37:00
      • 1.1 Introduction to Operation Support and Analysis 00:14
      • 1.2 ITIL - The Library Constituents 03:10
      • 1.3 Service Operation - Purpose and Objectives 01:16
      • 1.4 Service Operation - Scope 01:55
      • 1.5 Service Operation - Processes 01:41
      • 1.6 Service Operation - Functions 01:46
      • 1.7 Value to the Business of OSA Activities 01:46
      • 1.8 Optimization of Service Operational Performance 01:20
      • 1.9 IT Service Management 02:28
      • 1.10 Concept of Service and Value - Definition of a Service 02:35
      • 1.11 Economic Value of a Service 03:44
      • 1.12 Combined Effects of Utility and Warranty 02:19
      • 1.13 Value to the Business - Monitor and Measure 02:12
      • 1.14 Process 03:45
      • 1.15 Organizing IT Service Management - Process Definition 00:58
      • 1.16 Characteristics of a Process 01:23
      • 1.17 Organizing IT Service Management - Organization Structure 04:04
      • 1.18 Summary 00:24
      • 1.19 Quiz
    • Learning Unit 02 - Event Management 37:38
      • 2.1 Event Management 00:12
      • 2.2 Event Management 00:29
      • 2.3 Event Management - Purpose 00:51
      • 2.4 Event Management - Objectives 00:52
      • 2.5 Event Management - Scope 01:44
      • 2.6 Event Management vs. Monitoring 00:57
      • 2.7 Event Management - Value to the Business 01:45
      • 2.8 Event Management - Policies 01:54
      • 2.9 Event Management - Principles and Basic Concepts 02:17
      • 2.10 Event Management - Key Concepts 08:57
      • 2.11 Event Management - Triggers 01:22
      • 2.12 Event Management - Inputs and Outputs 01:00
      • 2.13 Event Management - Interfaces 01:52
      • 2.14 Event Management - Information Management 01:56
      • 2.15 Event Management - Metrics 01:24
      • 2.16 Event Management - Challenges and Risks 01:40
      • 2.17 Event Management - CSFs and KPIs 02:27
      • 2.18 Event Management - Design 02:35
      • 2.19 Event Management - Use of Event Rule Sets and Correlation Engines 01:03
      • 2.20 Event Management - Technology 01:59
      • 2.21 Event Management - Summary 00:22
      • 2.22 Quiz
    • Learning Unit 03 - Incident Management 40:52
      • 3.1 Incident Management 00:12
      • 3.2 Incident Management 00:33
      • 3.3 Incident Management - Purpose 00:25
      • 3.4 Incident Management - Objective 01:05
      • 3.5 Incident Management - Scope 00:48
      • 3.6 Incident Management - Value to Business 01:19
      • 3.7 Incident Management - Policies 01:24
      • 3.8 Incident Management - Key Concepts 02:07
      • 3.9 Incident Management - Key Concepts 01:14
      • 3.10 Incident Management - Process Flow 03:58
      • 3.11 Incident Management - Activities 02:18
      • 3.12 Incident Management - Categorization 01:37
      • 3.13 Incident Management - Prioritization 01:03
      • 3.14 Incident Management - Investigation and Diagnosis 01:58
      • 3.15 Incident Management - Escalation 03:03
      • 3.16 Incident Management - Resolution and Recovery 00:58
      • 3.17 Incident Management - Closure 02:16
      • 3.18 Incident Management - Rules for reopening incidents 01:14
      • 3.19 Incident Management - Triggers 00:58
      • 3.20 Incident Management - Inputs and Outputs 02:21
      • 3.21 Incident Management - Interfaces 02:01
      • 3.22 Incident Management - Metrics and Information Management 01:09
      • 3.23 Incident Management - Information Management 01:01
      • 3.24 Incident Management - Challenges 01:29
      • 3.25 Incident Management - CSFs and KPIs 02:07
      • 3.26 Incident Management - Risks 01:38
      • 3.27 Service Operation - Incident Management Summary 00:36
      • 3.28 Quiz
    • Learning Unit 04 - Request Fulfillment 24:52
      • 4.1 Request Fulfillment 00:11
      • 4.2 Request Fulfillment 00:30
      • 4.3 Request Management - Purpose and Objectives 01:07
      • 4.4 Request Management - Scope 01:25
      • 4.5 Request Management - Value to Business 01:03
      • 4.6 Request Management - Policies 01:07
      • 4.7 Request Management - Principles and Key Concepts 03:36
      • 4.8 Request Fulfillment - Process Activities 04:15
      • 4.9 Request Fulfillment - Triggers 01:00
      • 4.10 Request Fulfillment - Inputs and Outputs 01:02
      • 4.11 Request Fulfillment - Interfaces 00:58
      • 4.12 Request Fulfillment - Information Management 01:42
      • 4.13 Request Fulfillment - Metrics 01:03
      • 4.14 Request Fulfillment - Challenges 01:21
      • 4.15 Request Fulfillment - Risks 01:26
      • 4.16 Request Fulfillment - CSFs and KPIs 02:35
      • 4.17 Request Fulfillment - Summary 00:31
      • 4.18 Quiz
    • Learning Unit 05 - Problem Management 26:36
      • 5.1 Problem Management 00:11
      • 5.2 Problem Management 00:35
      • 5.3 Problem Management - Objective 00:33
      • 5.4 Problem Management - Scope 02:44
      • 5.5 Problem Management - Value to the Business 00:58
      • 5.6 Problem Management - Key Concepts 01:41
      • 5.7 Problem Management - Key Concepts 02:23
      • 5.8 Problem Management - Process Flow 01:11
      • 5.9 Problem Management - Activities 02:51
      • 5.10 Problem Management - Techniques 01:41
      • 5.11 Problem Management - Inputs and Outputs 01:21
      • 5.12 Problem Management - Triggers 01:04
      • 5.13 Problem Management - Interfaces 03:04
      • 5.14 Problem Management - Information Management 01:10
      • 5.15 Problem Management - Metrics 01:15
      • 5.16 Problem Management - CSFs and KPIs 02:32
      • 5.17 Problem Management - Challenges and Risks 00:59
      • 5.18 Problem Management Summary 00:23
      • 5.19 Quiz
    • Learning Unit 06 - Access Management 21:57
      • 6.1 Access Management 00:11
      • 6.2 Access Management 00:24
      • 6.3 Access Management - Purpose and Objectives 00:45
      • 6.4 Access Management - Scope 01:10
      • 6.5 Access Management - Value to the Business 01:11
      • 6.6 Access Management - Policies 01:05
      • 6.7 Access Management - Key Concepts 01:50
      • 6.8 Access Management - Activities 02:02
      • 6.9 Access Management - Activities 01:55
      • 6.10 Access Management - Triggers 01:30
      • 6.11 Access Management - Inputs and Outputs 00:52
      • 6.12 Access Management - Interfaces 01:39
      • 6.13 Access Management - Information Management 02:14
      • 6.14 Access Management - Metrics 00:42
      • 6.15 Access Management - Challenges and Risks 01:48
      • 6.16 Access Management - CSFs and KPIs 02:21
      • 6.17 Access Management - Summary 00:18
      • 6.18 Quiz
    • Learning Unit 07 - Service Desk 32:27
      • 7.1 Service Desk 00:12
      • 7.2 Service Desk 00:18
      • 7.3 Objectives 00:24
      • 7.4 Responsibilities 00:47
      • 7.5 Organizational Structures 00:50
      • 7.6 Local Service Desk 01:06
      • 7.7 Centralized Service Desk 01:21
      • 7.8 Virtual Service Desk 02:05
      • 7.9 Specialized Service Desk 00:46
      • 7.10 Environment 01:14
      • 7.11 Single Point of Contact 02:09
      • 7.12 Staffing 00:22
      • 7.13 Staffing Levels 02:04
      • 7.14 Staffing Levels 01:10
      • 7.15 Skill Levels 01:43
      • 7.16 Skill Levels 02:05
      • 7.17 Training 01:38
      • 7.18 Staff Retention 01:12
      • 7.19 Super Users 01:09
      • 7.20 Service Desk Metrics 01:08
      • 7.21 Customer or User Satisfaction Surveys 01:38
      • 7.22 Outsourcing the Service Desk 01:26
      • 7.23 Outsourcing; Common Tools and Processes 01:14
      • 7.24 Outsourcing SLA Targets 00:44
      • 7.25 Outsourcing Good Communications 01:52
      • 7.26 Outsourcing Ownership of Data 01:19
      • 7.27 Summary 00:31
      • 7.28 Quiz
    • Learning Unit 08 - Functions and Roles 52:18
      • 8.1 Functions and Roles 00:12
      • 8.2 Functions 04:52
      • 8.3 Technical Management - Objectives 00:49
      • 8.4 Technical Management - Roles 01:36
      • 8.5 Technical Management - Activities(1of2) 01:08
      • 8.6 Technical Management - Activities(2of2) 02:03
      • 8.7 IT Operations Management - Objectives 00:35
      • 8.8 IT Operations Management - Subfunctions 02:07
      • 8.9 IT Operations Management - Roles 02:26
      • 8.10 IT Operations Management - Documentation 02:50
      • 8.11 Applications Management - Objectives 00:41
      • 8.12 Applications Management - Roles 01:19
      • 8.13 Applications Management - Activities 03:22
      • 8.14 Roles and Responsibilities 00:39
      • 8.15 Service Owner Responsibilities(1 of 2) 02:45
      • 8.16 Service Owner Responsibilities(2 of 2) 01:06
      • 8.17 Generic Process Owner Responsibilities 02:22
      • 8.18 Process Manager - Responsibilities 01:32
      • 8.19 Process Practitioner - Responsibilities 01:23
      • 8.20 Key roles related to Incident Management Process(1of4) 01:47
      • 8.21 Key roles related to Incident Management Process(2of4) 01:29
      • 8.22 Key roles related to Incident Management Process(3of4) 01:16
      • 8.23 Key roles related to Incident Management Process(4of4) 01:09
      • 8.24 Key roles related to Problem Management Process(1of2) 02:42
      • 8.25 Key roles related to Problem Management Process(2of2) 02:07
      • 8.26 Key roles related to Request Fulfilment Process(1of2) 02:23
      • 8.27 Key roles related to Request Fulfilment Process(2of2) 02:11
      • 8.28 Key roles related to Event Management Process 01:52
      • 8.29 Key roles related to Access Management Process 01:15
      • 8.30 Functions Summary 00:20
      • 8.31 Quiz
    • Learning Unit 09 - Technology Implementation Considerations 50:50
      • 9.1 Technology Implementation Considerations 00:14
      • 9.2 Technology and Implementation Considerations 00:29
      • 9.3 Generic Requirements (Toolsets) 1of2 02:45
      • 9.4 Generic Requirements (Toolsets) 2of2 01:59
      • 9.5 Evaluation Criteria for Process Implementation (1of3) 01:35
      • 9.6 Evaluation Criteria for Process Implementation (2of3) 01:09
      • 9.7 Evaluation Criteria for Process Implementation (3of3) 02:24
      • 9.8 Service Design Evaluation Criteria 01:37
      • 9.9 Service Design Evaluation Criteria 01:48
      • 9.10 Projects, Risks and Staffing Practices 1of2 01:11
      • 9.11 Projects, Risks and Staffing Practices 2of2 01:41
      • 9.12 Implementing Service Operation - Managing Risk in Service Operation 01:36
      • 9.13 Implementing Service Operation - Managing Change in Service Operation 02:58
      • 9.14 Service Design - Challenges 01:18
      • 9.15 Service Design - Risks 02:15
      • 9.16 Service Transition - Challenges 02:15
      • 9.17 Service Transition - Risks 01:13
      • 9.18 Service Transition - Critical Success Factors 01:47
      • 9.19 Service Operation - Challenges 02:14
      • 9.20 Service Operation Managers - Challenges (1of2) 02:00
      • 9.21 Service Operation - Challenges (2of2) 01:42
      • 9.22 Service Operation - Risks 03:02
      • 9.23 Service Operation - CSFs (1of3) 02:00
      • 9.24 Service Operation - CSFs (2of3) 02:05
      • 9.25 Service Operation - CSFs (3of3) 01:26
      • 9.26 Implementing Service Operation - Planning and Implementing Service Management Technologies 03:32
      • 9.27 Implementing Service Operation - Planning and Implementing Service Management Technologies 01:54
      • 9.28 Technology and Implementation Considerations - Summary 00:41
      • 9.29 Quiz
    • Learning Unit 10 - Summary exam preparation and direct studies 01:05
      • 10.1 Summary: Exam Preparation and Directed 00:30
      • 10.2 Directed Studies and Glossary 00:08
      • 10.3 Checkpoints 00:21
      • 10.4 Thank You 00:06
  • Free Course
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Exam & certification

  • How will I become a ITIL Intermediate OSA certified?

    ITIL Intermediate exam is governed by APMG, EXIN and CSME. Professionals require 28 hours of professional training before attending exam on ITIL Intermediate capabilities modules. The exam fee for ITIL Intermediate exam is different as per governing bodies.

  • What are the prerequisites for the certification?

    To attend the ITIL Intermediate OSA certification exam, one has to undergo training through ATOs like Simplilearn and also be an ITIL Foundation certified.

  • What do I need to do to unlock my certificate?

    OSL:
    • Complete 85% of the course.

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FAQs

  • What payment options are available?

    You can enroll for the training online. Payments can be made using any of the following options and receipt of the same will be issued to the candidate automatically via email.

    1. Visa debit/credit card
    2. American express and Diners club card
    3. Master Card, or
    4. Through PayPal

  • What will I get along with this training?

    You will have access to the online e-learning and practice tests along with the training.

  • Can I cancel my enrollment? Will I get a refund?

    Yes, you can cancel your enrollment. We provide you complete refund after deducting the administration fee. To know more please go through our Refund Policy.

  • Do you provide money back guarantee for the training programs?

    Yes. We do offer a money-back guarantee for many of our training programs. You can refer to the Refund Policy and raise refund requests via our Help and Support portal.

  • Can I extend the access period?

    Yes, you can extend the access period by paying an additional fee. Please raise a request via our Help and Support portal.

  • Where and how can I access the e-learning content? Are there any limitations?

    Once you register with us for a course by paying the course fee, you can have 24/7 access to the e-learning content on our website. An automated course purchase confirmation mail from our side will guide you through the process.

  • I am not able to access the online course. Whom should I contact for a solution?

    Please raise a request via our Help and Support portal to have your issue resolved.

  • I’d like to learn more about this training program. Who should I contact?

    Contact us using the form on the right of any page on the Simplilearn website, or select the Live Chat link. Our customer service representatives will be able to give you more details.

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  • 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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