40 Hrs
2722+ Enrollments
ITIL® OSA Capability Stream
The ITIL OSA Capability Stream is an intermediate-level course that focuses on IT service management practices, processes, and techniques. The course covers key topics such as incident management, problem management, event management, access management, and service desk management. It also provides candidates with the skills and knowledge required to manage IT infrastructure, applications, and services in a more efficient and effective way.
ITIL® OSA Capability Stream
Overview of Course
ITIL® OSA (Operational Support and Analysis) Capability Stream is a course designed for IT professionals who want to develop their understanding and skills in managing IT operations. This course provides a comprehensive understanding of ITIL Service Operation practices and enables candidates to apply their knowledge and skills to improve IT operations within an organization.
Course Highlights
Comprehensive coverage of ITIL Service Operation practices
Real-world examples and case studies
Interactive and engaging learning experience
Key Differentiators
Personalized Learning with Custom Curriculum
Training curriculum to meet the unique needs of each individual
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Flexible Schedule & Delivery
Choose between virtual/offline with Weekend options
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World Class Learning Infrastructure
Our learning platform provides leading virtual training labs & instances
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Real-world Projects
We work with experts to curate real business scenarios as training projects
Skills You’ll Learn
Managing IT infrastructure, applications, and services
Incident, problem, and event management
Access management and service desk management
Service level management and service reporting
ITIL processes and their interdependencies
Training Options
1-on-1 Training
Access to live online classes- Flexible schedule including weekends
- Hands-on exercises with virtual labs
- Session recordings and learning courseware included
- 24X7 learner support and assistance
- Book a free demo before you commit!
Corporate Training
- Everything in 1-on-1 Training plus
- Custom Curriculum
- Extended access to virtual labs
- Detailed reporting of every candidate
- Projects and assessments
- Consulting Support
- Training aligned to business outcomes
Unlock Organizational Success through Effective Corporate Training: Enhance Employee Skills and Adaptability- Choose customized training to address specific business challenges and goals, which leads to better outcomes and success.
- Keep employees up-to-date with changing industry trends and advancements.
- Adapt to new technologies & processes and increase efficiency and profitability.
- Improve employee morale, job satisfaction, and retention rates.
- Reduce employee turnovers and associated costs, such as recruitment and onboarding expenses.
- Obtain long-term organizational growth and success.
Course Reviews
Curriculum
- The value to the business of OSA activities
- The lifecycle within the OSA context
- Optimizing service operation performance.
- The event management process inclusive of its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes
- Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
- The benefits and business value that can be gained from event management.
- The incident management process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
- The measurement model and the metrics that would be used to support incident management within OSA practices
- The benefits and business value that can be gained from incident management.
- The request fulfilment process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
- The measurement model and the metrics that would be used to support incident management within OSA practices
- The benefits and business value that can be gained from request fulfilment as related to OSA.
- 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
- A measurement model and the metrics that would be used to support problem management within OSA practices
- The benefits and business value that can be gained from problem management.
- 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
- A measurement model and the metrics that would be used to support access management within OSA practices
- The benefits and business value that can be gained from access management as related to OSA.
- 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
- The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
- A measurement model and the metrics that would be used to support the service desk function within OSA practices.
- The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
- The roles within each OSA process and generic roles
- The benefits and business value that can be gained from functions as related to OSA.
- Technology requirements for service management tools and where/how they would be used within OSA for process implementation
- What best practices should be used in order to alleviate challenges and risks when implementing service management technologies.
Meet the instructor and learn about the course content and teaching style.- Make informed decisions about whether to enroll in the course or not.
- Get a perspective with a glimpse of what the learning process entails.
Description
Target Audience:
- IT professionals involved in IT service management
- IT operations managers and supervisors
- IT service desk managers and supervisors
- Service delivery managers
- Service level managers
- IT consultants and service providers
Prerequisite:
- ITIL Foundation certification or equivalent knowledge
- Two to four years of relevant work experience in IT service management
- Completion of an accredited ITIL OSA Capability Stream training course
Benefits of the course:
- Develops in-depth knowledge and understanding of ITIL Service Operation practices
- Provides the skills and knowledge required to manage IT operations effectively and efficiently
- Enhances career prospects and employability in the IT service management industry
- Improves the quality of IT services delivered by an organization
- Builds confidence and credibility in managing IT services
Exam details to pass the course:
- Exam format: Multiple-choice questions
- Number of questions: 8 questions per paper, with 4 marks available per question
- Exam duration: 90 minutes
- Passing score: 70% (28 marks out of 40)
- Exam delivery: Online or paper-based
Certification path:
- ITIL Foundation
- ITIL OSA Capability Stream
- ITIL Expert or ITIL Master
Career options after doing the course:
- IT Operations Manager
- Service Desk Manager
- Incident Manager
- Problem Manager
- Access Manager
- Service Level Manager
- IT Consultant
- IT Service Provider
Why should you take this course from Skillzcafe:
Accredited training provider for ITIL courses- Experienced and certified trainers
- Flexible training options (online, self-paced, classroom)
- Interactive and engaging learning experience with real-world examples and case studies
- Exam preparation support and guidance
- Industry-recognized certification
FAQs
ITIL OSA Capability Stream is an intermediate-level course that focuses on IT service management practices, processes, and techniques.
The course is designed for IT professionals involved in IT service management, IT operations managers and supervisors, IT service desk managers and supervisors, service delivery managers, IT consultants, and service providers.
The prerequisites are ITIL Foundation certification or equivalent knowledge, two to four years of relevant work experience in IT service management, and completion of an accredited ITIL OSA Capability Stream training course.
The exam is conducted in a multiple-choice format with 8 questions per paper, and 4 marks available per question. The exam duration is 90 minutes, and the passing score is 70% (28 marks out of 40).
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