Operational Support and Analysis
- Individuals who require a deep understanding of the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service support within an organization
- IT professionals who are working within an organization that has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement program
The purpose of the Operational Support & Analysis certification course is to impart, test, and validate the candidate’s knowledge of the principles, techniques, purposes, objectives, and processes for the resolution and support of service operations. The course is intended to enable the holders of the certificate to apply OSA principles in the following key processes and functions: Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Applications Management.
Price Per Seat
$2,650 (includes exam); Minimum class 8; Maximum class 18
The ITIL 2011 (or v3) Foundation Certification in IT Service Management (or ITIL v2 Foundation plus Foundation Bridge) is a prerequisite to taking this class. Proof of certification must be provided a minimum of 2 weeks prior to the start of the class. We recommend 20 hours of personal study in preparation for the exam. This includes 8-10 hours to review the pre-course reading materials that will be provided to you upon registration and 1 to 2 hours of homework each evening of class.
Pre-course reading materials include the relevant ITIL Key Element Guide book and additional class specific reading materials are provided to registered students prior to the first day of class.
Closed book, eight (8) multiple choice, scenario-based, gradient-scored questions (90 minutes duration, 70% or better is required to pass)
This course is delivered by Propoint Solutions’ EXIN Accredited Trainers (ATs) who each hold the ITIL Expert Certification.
This course is delivered over 5 consecutive days from 8:00 AM to 5:00 PM.
This course will conclude with a 90-minute exam on the last day of the course.
This certification is worth 4 credits of the 22 required to achieve ITIL Expert Certification.