The ITIL Operational Support and Analysis training and certification course is oriented towards providing candidates with all the key concepts and processes within the OSA module. We adopt the teaching methodology that gives participants ample time for group discussions, case studies and ensure that they are fully prepared for the certification exam as well as the real life challenges in the organization. The primary learning outcomes include the following:
- Understand service management as a practice
- How OSA activities support the service lifecycle
- Optimizing service operation performance
- How the processes in OSA interact with other service lifecycle processes
- How to use the OSA processes, activities and functions to achieve operational excellence
- How to measure OSA
- The importance of IT security and its contributions to OSA
- Understanding the technology and implementation considerations surrounding OSA
- The challenges, critical success factors (CSFs) and risks associated with OSA
- Specific emphasis on the service operation lifecycle processes and roles
- Operational activities of processes covered in other lifecycle stages