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ITIL® Intermediate: Operational Support & Analysis

Method of exam delivery will vary by exam type. Remote proctored exams are sent as voucher codes to be used with the associated exam provider. If you represent a training organization, you may pass these voucher(s) directly to your designated students. The student will be able to book the exam her/himself directly in the portal of the applicable exam provider. Classroom exams (available to partnered training organizations only) will be delivered as an exam pack. We ask that all exam orders be submitted a minimum of 2 business days in advance to assure timely delivery.

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Product description

The ITIL® Operational Support and Analysis (ITIL OSA) certificate is a free-standing 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. The purpose of this training module and certificate is, to impart knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The ITIL Operational Support and Analysis certification is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the Service Management Lifecycle.

Course and Learning Objectives

  • The value to the business of OSA activities and how OSA activities support the Service Lifecycle
  • Optimizing Service Operation performance
  • How the processes in OSA interact with other Service Lifecycle processes
  • How to use and measure the OSA processes, activities and functions to achieve operational excellence
  • The importance of IT security and its contributions to OSA
  • Understanding the technology and implementation considerations surrounding OSA
  • The challenges, critical success factors (CSFs) and risks associated with OSA
  • Operational activities of processes covered in other Lifecycle stages such as: Change Management, Service Asset and Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management, Financial Management for IT Services, IT Service Continuity Management
  • Organizing for Service Operation which describes roles and functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management.

Who is the certification for?

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.

Prerequisites

An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.

Exam format

  • Multiple choice examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes’ duration
  • Closed book

* Quint is an Accredited Training Organization (ATO) with Peoplecert for this certification.

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ITIL® Intermediate: Operation...

Method of exam delivery will vary by exam type. Remote proctored exams are sent as...

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