ITIL® v3 Operational Support and Analysis Capability Course (OSABL)

The Operational Support and Analysis Capability course will be of interest to:

• Individuals who have their ITIL v3 Foundation certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) and want to purse the Intermediate and Advanced level ITIL certifications.
• Individuals and/or operational staff who require a comprehensive, practical understanding of the Operational Support and Analysis processes and their use in enhancing the quality of IT service support within an organization.

Course Description

Fast Lane’s blended Operational Support and Analysis (OSA) training course uses an optimal mix of training methods to achieve your training and certification objectives in a way that is convenient, effective, and economical. Learners obtain the “knowing” component of the course by completing 10 hours of self-paced e-learning in their own time and at their own pace.

After completing the e-learning component of the course, the program taps into the natural strengths of the classroom. In 2.5 days, you learn to “apply” the knowledge through a combination of case studies, assignments, and role playing.

This ITIL Intermediate course immerses learners in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

The Course includes the opportunity to take the exam at the end of class, and if necessary, Fast Lane will provide you with a free re-take.

Candidates for this course must:

• Hold an ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate.
• There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service Management is highly desirable.

It is also strongly recommended that candidates:

• Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management in their own business environment
• Have exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following management processes (Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management)

It is recommended that learners should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL Service Management practice core guidance, particularly the Service Lifecycle publication, in preparation for the examination. The syllabus can be downloaded from http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp.

At the end of this course, the learner will gain competencies in:

• Understanding Service Management as a practice and the principles, purposes and objectives of Service Operation.
• Knowing the important role of Operational Support and Analysis in service provision and understanding how the in-scope processes interact with other Service Lifecycle processes.
• Comprehending the activities, methods, and functions used in each of the Operational Support and Analysis processes.
• Knowing how to apply Operational Support and Analysis processes, activities, and functions to achieve operational excellence.
• Measuring Operational Support and Analysis performance.
• Understanding the importance of IT security and how it supports Operational Support and Analysis.
• Understanding technology and implementation requirements in support of Operational Support and Analysis.
• Comprehending the challenges, Critical Success Factors, and risks related to Operational Support and Analysis.

Practical Information About the Course:

• A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor.
• Learners have to provide their ITIL certificate numbers before the start of the course.
• Learners are expected to complete the e-learning modules prior to joining the classroom/virtual classroom sessions as the classroom sessions build upon the knowledge provided in the e-learning modules.
• Classroom/virtual classroom sessions run from 08:00 – 5:00 on days 1 and 2. The third day ends at 12.00.
• After the classroom sessions, there is one more e-learning module to complete; this is the exam preparation module.
• The exam can be scheduled at a time and date convenient to learners after the (virtual) classroom sessions.
• The e-learning modules and virtual classroom environment require a high-speed Internet connection, Internet Explorer 7.0 or higher, a headset, and a microphone.
• The instructor is available throughout the program to support learners with their e-learning modules. The instructor can be reached via telephone or e-mail.

Course Learner Material:

• Learners receive a copy of the classroom presentation material, practice exam, case study, homework, and assignments.
• Learners receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader, allowing students to read it as an e-book.
• Learners receive a login and password for the e-learning modules a few weeks before the (virtual) classroom course starts. The e-learning materials are available for 2 years after completion of the course.

About the Examination:

• Evidence of ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate and completion of the Operational Support and Analysis Capability course from an Accredited Training Provider are required to sit for the exam.
• The exam is a closed-book exam with eight (8) multiple-choice, scenario-based, gradient-scored questions.
• The exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first are allowed a maximum of 120 minutes and the use of a dictionary).
• Each question has 4 possible answer options; one that is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks.
• The pass score is 28/40 or 70%.

Credits:

• On successful passing the ITIL v3 Operational Support and Analysis Capability exam, the student will be recognized with 4 credits in the ITIL Qualification scheme.
• Project Management Institute – Professional Development Units (PDUs) = 30