ITIL V3 Certification Service Capability - Operational Support
& Analysis (OSA) - LQITILOSA
Test voucher not included with this course
Course Description
This 4 day program leads to a Certificate in ITIL V3 Service
Capability Management - Operational Support and Analysis. The
Service Capability series is focused on role based clusters in a
modular set, each with a certification. Each cluster contains
groupings of processes and roles from within ITIL IT Service
Management, intended to offer candidates a balanced knowledge of
ITIL practices which have direct interaction and dependencies in
their daily use. The Operational Support and Analysis subject areas
are:
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
Who Should Attend
The Service Capability series will be of interest to candidates
who wish to gain a deep level of understanding in V3 processes and
roles. Attention to the Service Lifecycle is illustrated as part of
the curriculum; however the primary focus is the process
activities, execution and use throughout the Service Lifecycle.
Prerequisites
Students must hold the ITIL Foundation Certificate in IT Service
Management, attained through either the ITIL IT Service Management
Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or
the ITIL V3 Foundations course. It is highly recommended, although
not mandatory, that each student read the corresponding ITIL book
associated with the Intermediate certification class they are
attending.