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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.

Incident management The knowledge, interpretation and analysis of incident management principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

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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.

Request fulfilment The knowledge, interpretation and analysis of request fulfilment principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

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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. Problem management The knowledge, interpretation and analysis of problem management principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

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.

Access management The knowledge, interpretation and analysis of access management principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

ITIL® Intermediate Operational Support and Analysis (OSA) | HSI Institute

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 service desk The knowledge, interpretation and analysis of service desk principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

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.

Functions and Roles The knowledge, interpretation and analysis of OSA principles, techniques and relationships and the application of them to the support and operation of effective service solutions The end-to-end process flow for OSA functions i.

Technology and implementation considerations The knowledge, interpretation and analysis of technology and implementation and the application of them for the effective management of OSA. Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization.

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IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme.

Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities.

Eight 8 multiple choice, scenario-based, gradient-scored questions.