ITIL Intermediate OSA Certification Training

Course Overview

The ITIL Intermediate OSA module is an ITIL qualification focused on planning, implementation, and optimization of OSA processes. This course trains you to apply core practices that support the service management lifecycle, execute and implement specific ITIL processes effectively in real-time, and get prepared for the ITIL OSA certification exam.

What you'll learn

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  • Learn Research
  • Collect Usefull Data
  • Requirement Analysis Phase
  • Market competent Skills
  • Problem Solving Skills
  • Model Implementation Skills
  • Building or Developing Phase
  • Presenting and Testing Skills
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    course includes:

  • 7+ hours on-demand video
  • 7+ articles
  • 20+ downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of completion

Benefits

Whether you work for a small company, a large corporate or from home, a computer will be one of the first pieces of office equipment you’re going to need. And they comes in different forms, such as laptops and desktops. Computer skills are a valuable addition to any employee’s personal portfolio. Upskilling and polishing your computer literacy can greatly increase your desirability to employers. This is the perfect opportunity to take on roles you might not have previously considered. As an employer, motivating your employees to become computer literate will increase productivity and also stave off problems that can cost time and significant amounts of money. Many companies have started to depend upon computerised technology to get work done. Which is why computer skills have become increasingly important. Having the necessary and basic computer course knowledge will put you a step ahead of others. You’ll have a big advantage over those who aren’t computer literate. It’s for this specific reason that many schools and tertiary institutions encourage students to complete basic computer studies. Here are three reasons why being computer literate is beneficial in the workplace.

Helping professionals thrive, not just survive

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Learning — Blended to Perfection

Course Inquiry

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Training Options

SELF-PACED LEARNING

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  • Lifetime access to high-quality self-paced eLearning content curated by industry experts
  • 4 hands-on projects to perfect the skills learnt
  • 2 simulation test papers for self-assessment
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  • Everything in Self-Paced Learning, plus
  • 90 days of flexible access to online classes
  • Live, online classroom training by top instructors and practitioners
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CORPORATE TRAINING

  • Blended learning delivery model (self-paced e-learning and/or instructor-led options)
  • Flexible pricing options
  • Enterprise grade Learning Management System (LMS)
  • Enterprise dashboards for individuals and teams
  • 24x7 learner assistance and support
  • 24x7 learner assistance and support

Course Curriculum

Eligibility

IT professionals, business managers, and business process owners will all benefit from this training. ITIL Intermediate OSA Certification also provides a valuable boost to your resume as a configuration manager, availability manager, system software manager, applications support manager, IT operations manager, network control and operation manager, database administrator, problem manager, or network support.?

Pre-requisites

To be eligible for the examination leading to the ITIL Intermediate OSA Certificate, you?should take the training with an accredited training organization. You should also hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications). Two to four years of professional experience working in IT service management is highly desirable.

Course Content

Learning Unit 00 - Introductory Lesson
0.1 ITIL? 2011 Capability Module Operational Support and Analysis
0.2 Agenda
0.3 Objective
0.4 ITIL? 2011 Introduction
0.5 ITIL? 2011 Intermediate
0.6 ITIL - Qualification Criteria
0.7 Definition of Service Lifecycle
0.8 Definition of Service Capability
0.9 Difference between Lifecycle and Capability Modules
0.10 Managing Across the Lifecycle
0.11 Accreditation Institute
0.12 OSA Course Description
0.13 Course Objective
0.14 Target Candidate
0.15 Target Candidate contd..
0.16 Exam Pre-requisites
0.17 ITIL? 2011 OSA Exam Format
0.18 Exam Tips
0.19 Course Outline
0.20 Quiz
0.21 Foundation Basics
0.22 ITIL - The Library Publications
0.23 ITIL
0.24 ITIL is presented as Best Practice. What are Best Practices?
0.25 Why choose Public Standards over Proprietary ones?
0.26 What is a Service?
0.27 What is a Service Management?
0.28 Service Management Roles: Service Owner
0.29 Service Management Roles: Process Owner
0.30 Connecting with Processes and Functions: RACI Matrix
0.31 Key Terminology: Service Providers
0.32 Key Terminology: Suppliers
0.33 Thank You
Learning Unit 01 - Introduction to Operation Support and Analysis
1.1 Introduction to Operation Support and Analysis
1.2 ITIL - The Library Constituents
1.3 Service Operation - Purpose and Objectives
1.4 Service Operation - Scope
1.5 Service Operation - Processes
1.6 Service Operation - Functions
1.7 Value to the Business of OSA Activities
1.8 Optimization of Service Operational Performance
1.9 IT Service Management
1.10 Concept of Service and Value - Definition of a Service
1.11 Economic Value of a Service
1.12 Combined Effects of Utility and Warranty
1.13 Value to the Business - Monitor and Measure
1.14 Process
1.15 Organizing IT Service Management - Process Definition
1.16 Characteristics of a Process
1.17 Organizing IT Service Management - Organization Structure
1.18 Summary
1.19 Quiz
Learning Unit 02 - Event Management
2.1 Event Management
2.2 Event Management
2.3 Event Management - Purpose
2.4 Event Management - Objectives
2.5 Event Management - Scope
2.6 Event Management vs. Monitoring
2.7 Event Management - Value to the Business
2.8 Event Management - Policies
2.9 Event Management - Principles and Basic Concepts
2.10 Event Management - Key Concepts
2.11 Event Management - Triggers
2.12 Event Management - Inputs and Outputs
2.13 Event Management - Interfaces
2.14 Event Management - Information Management
2.15 Event Management - Metrics
2.16 Event Management - Challenges and Risks
2.17 Event Management - CSFs and KPIs
2.18 Event Management - Design
2.19 Event Management - Use of Event Rule Sets and Correlation Engines
2.20 Event Management - Technology
2.21 Event Management - Summary
2.22 Quiz
Learning Unit 03 - Incident Management
3.1 Incident Management
3.2 Incident Management
3.3 Incident Management - Purpose
3.4 Incident Management - Objective
3.5 Incident Management - Scope
3.6 Incident Management - Value to Business
3.7 Incident Management - Policies
3.8 Incident Management - Key Concepts
3.9 Incident Management - Key Concepts
3.10 Incident Management - Process Flow
3.11 Incident Management - Activities
3.12 Incident Management - Categorization
3.13 Incident Management - Prioritization
3.14 Incident Management - Investigation and Diagnosis
3.15 Incident Management - Escalation
3.16 Incident Management - Resolution and Recovery
3.17 Incident Management - Closure
3.18 Incident Management - Rules for reopening incidents
3.19 Incident Management - Triggers
3.20 Incident Management - Inputs and Outputs
3.21 Incident Management - Interfaces
3.22 Incident Management - Metrics and Information Management
3.23 Incident Management - Information Management
3.24 Incident Management - Challenges
3.25 Incident Management - CSFs and KPIs
3.26 Incident Management - Risks
3.27 Service Operation - Incident Management Summary
3.28 Quiz
Learning Unit 04 - Request Fulfillment
4.1 Request Fulfillment
4.2 Request Fulfillment
4.3 Request Management - Purpose and Objectives
4.4 Request Management - Scope
4.5 Request Management - Value to Business
4.6 Request Management - Policies
4.7 Request Management - Principles and Key Concepts
4.8 Request Fulfillment - Process Activities
4.9 Request Fulfillment - Triggers
4.10 Request Fulfillment - Inputs and Outputs
4.11 Request Fulfillment - Interfaces
4.12 Request Fulfillment - Information Management
4.13 Request Fulfillment - Metrics
4.14 Request Fulfillment - Challenges
4.15 Request Fulfillment - Risks
4.16 Request Fulfillment - CSFs and KPIs
4.17 Request Fulfillment - Summary
4.18 Quiz
Learning Unit 05 - Problem Management
5.1 Problem Management
5.2 Problem Management
5.3 Problem Management - Objective
5.4 Problem Management - Scope
5.5 Problem Management - Value to the Business
5.6 Problem Management - Key Concepts
5.7 Problem Management - Key Concepts
5.8 Problem Management - Process Flow
5.9 Problem Management - Activities
5.10 Problem Management - Techniques
5.11 Problem Management - Inputs and Outputs
5.12 Problem Management - Triggers
5.13 Problem Management - Interfaces
5.14 Problem Management - Information Management
5.15 Problem Management - Metrics
5.16 Problem Management - CSFs and KPIs
5.17 Problem Management - Challenges and Risks
5.18 Problem Management Summary
5.19 Quiz
Learning Unit 06 - Access Management
6.1 Access Management
6.2 Access Management
6.3 Access Management - Purpose and Objectives
6.4 Access Management - Scope
6.5 Access Management - Value to the Business
6.6 Access Management - Policies
6.7 Access Management - Key Concepts
6.8 Access Management - Activities
6.9 Access Management - Activities
6.10 Access Management - Triggers
6.11 Access Management - Inputs and Outputs
6.12 Access Management - Interfaces
6.13 Access Management - Information Management
6.14 Access Management - Metrics
6.15 Access Management - Challenges and Risks
6.16 Access Management - CSFs and KPIs
6.17 Access Management - Summary
6.18 Quiz
Learning Unit 07 - Service Desk
7.1 Service Desk
7.2 Service Desk
7.3 Objectives
7.4 Responsibilities
7.5 Organizational Structures
7.6 Local Service Desk
7.7 Centralized Service Desk
7.8 Virtual Service Desk
7.9 Specialized Service Desk
7.10 Environment
7.11 Single Point of Contact
7.12 Staffing
7.13 Staffing Levels
7.14 Staffing Levels
7.15 Skill Levels
7.16 Skill Levels
7.17 Training
7.18 Staff Retention
7.19 Super Users
7.20 Service Desk Metrics
7.21 Customer or User Satisfaction Surveys
7.22 Outsourcing the Service Desk
7.23 Outsourcing; Common Tools and Processes
7.24 Outsourcing SLA Targets
7.25 Outsourcing Good Communications
7.26 Outsourcing Ownership of Data
7.27 Summary
7.28 Quiz
Learning Unit 08 - Functions and Roles
8.1 Functions and Roles
8.2 Functions
8.3 Technical Management - Objectives
8.4 Technical Management - Roles
8.5 Technical Management - Activities(One of Two)
8.6 Technical Management - Activities(Two of Two)
8.7 IT Operations Management - Objectives
8.8 IT Operations Management - Subfunctions
8.9 IT Operations Management - Roles
8.10 IT Operations Management - Documentation
8.11 Applications Management - Objectives
8.12 Applications Management - Roles
8.13 Applications Management - Activities
8.14 Roles and Responsibilities
8.15 Service Owner Responsibilities(1 of 2)
8.16 Service Owner Responsibilities(2 of 2)
8.17 Generic Process Owner Responsibilities
8.18 Process Manager - Responsibilities
8.19 Process Practitioner - Responsibilities
8.20 Key roles related to Incident Management Process(1of4)
8.21 Key roles related to Incident Management Process(2of4)
8.22 Key roles related to Incident Management Process(3of4)
8.23 Key roles related to Incident Management Process(4of4)
8.24 Key roles related to Problem Management Process(1of2)
8.25 Key roles related to Problem Management Process(2of2)
8.26 Key roles related to Request Fulfilment Process(1of2)
8.27 Key roles related to Request Fulfilment Process(2of2)
8.28 Key roles related to Event Management Process
8.29 Key roles related to Access Management Process
8.30 Functions Summary
8.31 Quiz
Learning Unit 09 - Technology Implementation Considerations
9.1 Technology Implementation Considerations
9.2 Technology and Implementation Considerations
9.3 Generic Requirements (Toolsets) One of Two
9.4 Generic Requirements (Toolsets) Two of Two
9.5 Evaluation Criteria for Process Implementation (One of Three)
9.6 Evaluation Criteria for Process Implementation (Two of Three)
9.7 Evaluation Criteria for Process Implementation (Three of Three)
9.8 Service Design Evaluation Criteria
9.9 Service Design Evaluation Criteria
9.10 Projects, Risks and Staffing Practices One of Two
9.11 Projects, Risks and Staffing Practices Two of Two
9.12 Implementing Service Operation - Managing Risk in Service Operation
9.13 Implementing Service Operation - Managing Change in Service Operation
9.14 Service Design - Challenges
9.15 Service Design - Risks
9.16 Service Transition - Challenges
9.17 Service Transition - Risks
9.18 Service Transition - Critical Success Factors
9.19 Service Operation - Challenges
9.20 Service Operation Managers - Challenges (1of2)
9.21 Service Operation - Challenges (2of2)
9.22 Service Operation - Risks
9.23 Service Operation - CSFs (1of3)
9.24 Service Operation - CSFs (2of3)
9.25 Service Operation - CSFs (3of3)
9.26 Implementing Service Operation - Planning and Implementing Service Management Technologies
9.27 Implementing Service Operation - Planning and Implementing Service Management Technologies
9.28 Technology and Implementation Considerations - Summary
9.29 Quiz
Learning Unit 10 - Summary exam preparation and direct studies
10.1 Summary: Exam Preparation and Directed
10.2 Directed Studies and Glossary
10.3 Checkpoints
10.4 Thank You

Course Training Session FAQ'S

IT Nuggets Online is a progressive IT company engaged in creating eye-grabbing computer-based content in English, for the benefit of students. we offer learning process that blends texts, visuals, animation, video clips, and sound to give a complete learning experience to students.
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Yes, You Can Enroll More Than Courses.
After Meeting the Certification Criteria Explained By Instructor which will be contain some quiz and hands on exercise then definitely you will get certification.