Corporate HomeCorporate ProfileWorldwide OfficesSolutions At WorkEmployment  
LRS Education Services
LEARN  >  Find a Class  >  Class Summary

ITILOSA - ITIL® Operational Support and Analysis (OSA)

If you have any questions about registering for this class, please call (877) 832-0688 Ext. 1493 or email us at getsmart@LRS.com
The ITIL® OSA (Operational Support & Analysis) course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Operational Support & Analysis Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.
Click here for a printer-friendly version of this page
 
Contact us for class availability


Prerequisites

An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.
 
Detailed Class Syllabus


Course and Learning Objectives:
  • The concept of Service Management as a practice

  • The role of processes in the Lifecycle

  • The purpose, goal and objectives of the Event Management Process

  • The Service Desk Role and concepts

  • The purpose, goal and objectives of the Incident Management Process

  • The purpose, goal and objectives of the Problem Management Process

  • The purpose, goal and objectives of the Request Fulfillment Process

  • The purpose, goal and objectives of the Access Management Process

  • How to plan and implement Service management Technologies
    •
     
    Microsoft Partner Gold LearningPrometricEC-Council
    Microsoft Certified ProgramsAdditional Certification Courses