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Learn how to successfully apply Operational Support and Analysis best practices and gain competencies in OSA processes. Understand how to manage day-to-day service outages, and how to structure and manage Service Operation functions including the service desk. Study how to manage access to services.
Learning method | Distance Learning
Duration | 30 hours (minimum)
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Please note the exam is not included, and can be purchased separately here >>
Anyone working in operations/live service; application developers and managers; technical authors; process authors; security and information assurance staff; and metrics and measurement staff.
The course will cover:
Course duration is a minimum of 30 hours.
This course is equivalent 4 ITIL credits.
Please note the exam is purchased seperately.
The exam comprises 40 multiple-choice questions over 90 minutes, with a 70% pass mark. Exam can be taken online with a web proctor (with PeopleCert).
If you fail the exam, you are able to resit it at an extra cost.
Students must hold the ITIL Foundation certificate and have completed the Operational Support and Analysis course before requesting their exam voucher.
There is no recommended reading for this course.