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ITIL V3 Operational Support and Analysis Course (including exam)

2 sessions available starting from $4,000.00

Subject: Information Technology

Ages: All ages

Skill level: All difficulty levels

Course Code: OSA
Course Duration: 5 days

This five-day instructor-led course includes a 90 minute examination, consisting of 8 multiple choice, scenario-based, gradient scored questions.

Each question will have four possible answer options, one is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark and one which is a distractor and achieves no marks. Students must achieve a score of 28 out of 40 (or 70%) in order to have passed this examination.

The course itself provides students with an introduction to the Service Lifecycle as a whole, and focuses on the processes and roles from within the ITIL guidance on Operational Support and Analysis that offers students a balanced knowledge of ITIL practices that have direct interaction and dependencies in their daily use...

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Course Code: OSA
Course Duration: 5 days

This five-day instructor-led course includes a 90 minute examination, consisting of 8 multiple choice, scenario-based, gradient scored questions.

Each question will have four possible answer options, one is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark and one which is a distractor and achieves no marks. Students must achieve a score of 28 out of 40 (or 70%) in order to have passed this examination.

The course itself provides students with an introduction to the Service Lifecycle as a whole, and focuses on the processes and roles from within the ITIL guidance on Operational Support and Analysis that offers students a balanced knowledge of ITIL practices that have direct interaction and dependencies in their daily use.

This course is designed as a free-standing qualification which is intended to enable students to apply the practices and carry out the activities during the Service Management Lifecycle.

Skills Gained

Successfully attaining the ITIL Intermediate Certificate for Operational Support and Analysis provides 4 credits towards the maximum 22 required in order to achieve the ITIL Expert qualification.

Course Modules

Module 1:
• Event Management

Module 2:
• Incident Management

Module 3:
• Request Fulfilment

Module 4:
• Problem Management

Module 5:
• Access Management

Module 6:
• Service Desk

Module 7:
• Technical Management

Module 8:
• IT Operations Management

Module 9:
• Application Management

Who Should Attend

• This course is intended for individuals who require a deeper understanding of Operation, Control and Analysis processes, and how they can be used to enhance the quality of IT services within their organisation.

• This course is also appropriate for IT Professionals working in an organisation which has adopted ITIL and need to be informed so they can contribute to service improvement initiatives.

• This course is also suitable for Operation staff working within service desk, and applications support and operations, including service operation and facilities management, who wish to enhance their capabilities.

Prerequisites

Students participating in this course must have either:

• The ITIL version 3 Foundation certificate, or
• Version 2 Foundation plus version 3 Foundation Bridge certificate, and
• At least 2 years of professional experience working in IT Service Management.

It is also recommended that students :

• Read the Service Operation books and familiarise themselves with the other core publications in advance.

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Choose from 2 available sessions:

When

Please contact us for upcoming dates and/or more information about this class.

Where

  • 5/159-175 Church St
    Parramatta, NSW 2150

Price: $4,000.00

Type

  • Class / Group Sessions

When

Please contact us for upcoming dates and/or more information about this class.

Where

  • 5/159-175 Church St
    Parramatta, NSW 2150

Price: $4,000.00

Type

  • Class / Group Sessions



Reviews

John Weber
Good experience!
  • 5/5 stars

I took CCNA class in MIS. It was pretty good, the course was hands-on and teacher was instructional. I was also...
John Weber

see all reviews »


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