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.

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Course Highlights

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Comprehensive coverage of ITIL Service Operation practices

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Real-world examples and case studies

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Interactive and engaging learning experience




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Skills You’ll Learn

#1

Managing IT infrastructure, applications, and services

#2

Incident, problem, and event management

#3

Access management and service desk management

#4

Service level management and service reporting

#5

ITIL processes and their interdependencies

Training Options

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1-on-1 Training

USD 3500 / INR 290000
  • Option Item Access to live online classes
  • Option Item Flexible schedule including weekends
  • Option Item Hands-on exercises with virtual labs
  • Option Item Session recordings and learning courseware included
  • Option Item 24X7 learner support and assistance
  • Option Item Book a free demo before you commit!
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Corporate Training

On Request
  • Option Item Everything in 1-on-1 Training plus
  • Option Item Custom Curriculum
  • Option Item Extended access to virtual labs
  • Option Item Detailed reporting of every candidate
  • Option Item Projects and assessments
  • Option Item Consulting Support
  • Option Item Training aligned to business outcomes
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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.
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Description

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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
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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

 

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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
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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

 

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Certification path:

  • ITIL Foundation
  • ITIL OSA Capability Stream
  • ITIL Expert or ITIL Master
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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:

Skillzcafe
Why should you take this course from Skillzcafe:
  • Bullet Icon Accredited training provider for ITIL courses
  • Bullet Icon Experienced and certified trainers
  • Bullet Icon Flexible training options (online, self-paced, classroom)
  • Bullet Icon Interactive and engaging learning experience with real-world examples and case studies
  • Bullet Icon Exam preparation support and guidance
  • Bullet Icon 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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