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Overview

The ITIL Intermediate: Operational Support & Analysis (OSA) course is designed to enable individuals to improve operational support and analysis through every day operations of IT services and to ensure the organisation can offer high quality IT services to meet their requirements. It is one of the certificates in the ITIL scheme. The course is comprehensive and learners will acquire knowledge on how to implement ITIL processes and enhance services to customers. It is a practical course based on best practice guidance and will enable learners to gain knowledge in issues related to people, procedures, relationships and infrastructure technology.

The ITIL Intermediate: Operational Support & Analysis course introduces learners to operational support and analysis and service operation processes. Learners will gain insight into event, request, incident and application management.

The ITIL Intermediate: Operational Support & Analysis course provides individuals a structured guide to ensure an organisation can develop and implement integrated, best practice processes. The Service Operation module is worth 4 credits to achieve the minimum of 17 credits required before reaching the final step of the ITIL Expert Level. The course is globally recognised and accredited to a training organisation and learners will be issued an internationally recognised qualification following full completion of the ITIL Intermediate: Operational Support & Analysis course.

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Learning Outcomes

  • Gain an understanding of how OSA brings to the organisation in supporting the service lifecycle.
  • Focus on incident management and restoring operations back to normal aligned with agreed service levels.
  • Learn how to manage request for services ensuring there is quick and effective access which organisational staff can use to improve productivity.
  • Understand access management to grant authorised users to be able to use a service that is significant to the management within an IT infrastructure.
  • Learn the principles and purposes of service operation.

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course.  The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Who is this Course aimed at?

  • The course is aimed at IT Operations Manager.
  • Database Administrator
  • Availability Manager
  • Problem Manager
  • Individuals working in roles within service based business models who want to enhance their knowledge of concepts, functions and processes related to service operation.

Entry Requirements

  • The course requires that learners have an understanding of the ITIL Foundation course.

Method of Assessment

At the end of the ITIL Intermediate: Operational Support & Analysis course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

Certification

Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate: Operational Support & Analysis.

Awarding Body

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Progression and Career Path

Once you successfully complete ITIL Intermediate: Operational Support & Analysis you will be qualified to work in the following positions. The ITIL qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com is given below.

  • IT Operations Manager – (average UK yearly salary: £45,428)
  • IT Security Manager – (average UK yearly salary: £50,473)
  • Database Administrator – (average UK yearly salary: £29,960)
  • Configuration Manager – (average UK yearly salary: £37,654)
  • IT Project Manager – (average UK yearly salary: £42,289)

Others Jobs you can get

  • Network Support
  • System Software
  • Application Support

ITIL®, RESILIA™, PRINCE2®, and the Swirl logo™ are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.

Course Curriculum

➤ Module 01: Course Introduction – VO
1.0 Lesson: Course Organization
Course Organization Part 1 00:00:00
Course Organization Part 2 00:00:00
Course Organization Part 3 00:00:00
Welcome to the Course! 00:00:00
Mentoring Community Introductions 00:00:00
Why Are You Here? 00:00:00
Using Bloom’s Taxonomy 00:00:00
What do you Expect? 00:00:00
Housekeeping in the Online Classroom 00:00:00
2.0 Lesson: Course Conventions & Agenda
Course Conventions & Agenda 00:00:00
Conventions Used 00:00:00
Quizzes & Exercises 00:00:00
ITIL Qualification Scheme 00:00:00
ITIL Capability Exam 00:00:00
Getting Started with an Online Class 00:00:00
Chapter 01 Review 00:00:00
➤ Module 02: Introduction to Operational Support and Analysis
1.0 Lesson: Service Operation
Service Operation Part 1 00:00:00
Service Operation Part 2 00:00:00
SO & the Service Lifecycle 00:00:00
Managing Across the Lifecycle 00:00:00
Purpose, Goals & Objectives of Service Operation 00:00:00
Scope of Service Operation 00:00:00
Value of Service Operation 00:00:00
2.0 Lesson: Principles of OSA
Principles of OSA 00:00:00
Fundamentals of Service Operation 00:00:00
The Principle of Service Operation 00:00:00
Achieving Balance in Service Operation 00:00:00
Balancing Stability & Responsiveness 00:00:00
Balancing QoS & CoS 00:00:00
Balancing Reactive & Proactive 00:00:00
Providing Service 00:00:00
SO & Other Lifecycle Stages 00:00:00
3.0 Lesson: OSA Summary
OSA Summary Part 1 00:00:00
OSA Summary Part 2 00:00:00
Checkpoint 00:00:00
Chapter 02 Review 00:00:00
➤ Module 03: Service Operation Processes
1.0 Lesson: Event Management
Event Management Part 1 00:00:00
Event Management Part 2 00:00:00
The Service Operation Model 00:00:00
The Processes of Service Operation 00:00:00
Introduction 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Value to the Business 00:00:00
Concepts 00:00:00
Activities of Event Management 00:00:00
Event Occurrence & Notification 00:00:00
Event Detection & Filtering 00:00:00
Event Significance & Correlation 00:00:00
Event Response Trigger & Selection 00:00:00
Event Review & Closure 00:00:00
Designing for Event Management 00:00:00
Instrumentation 00:00:00
Error Messaging 00:00:00
Event Detection & Alert Mechanisms 00:00:00
Identification of Thresholds 00:00:00
Triggers, Inputs & Outputs 00:00:00
Process Relationships 00:00:00
Information 00:00:00
Critical Success Factors 00:00:00
Challenges & Risks 00:00:00
Summary 00:00:00
2.0 Lesson: Incident Management
Incident Management 00:00:00
Introduction 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Value to the Business 00:00:00
Concepts 00:00:00
Activities of Incident Management 00:00:00
Incident Logging 00:00:00
Incident Categorization 00:00:00
Categorization 00:00:00
Incident Priority 00:00:00
Incident Escalation 00:00:00
Incident Diagnosis 00:00:00
Incident Resolution & Recovery 00:00:00
Incident Closure 00:00:00
Expanded Incident Lifecycle 00:00:00
Incident Management – Roles 00:00:00
Triggers, Inputs & Outputs 00:00:00
Process Relationships 00:00:00
Information 00:00:00
Critical Success Factors 00:00:00
Challenges & Risk 00:00:00
Summary 00:00:00
3.0 Lesson: Request Fulfillment
Request Fulfillment 00:00:00
Introduction 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Value to the Business 00:00:00
Concepts 00:00:00
Activities of Request Fulfillment 00:00:00
Menu Selection 00:00:00
Financial Approval 00:00:00
Other Approval 00:00:00
Fulfillment 00:00:00
Closure 00:00:00
Triggers, Inputs & Outputs 00:00:00
Process Relationships 00:00:00
Information 00:00:00
Critical Success Factors 00:00:00
Challenges & Risks 00:00:00
Summary 00:00:00
4.0 Lesson: Problem Management
Problem Management 00:00:00
Introduction 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Concepts 00:00:00
Value to the Business 00:00:00
Activities of Problem Management 00:00:00
Managing the Problem 00:00:00
Problem Detection 00:00:00
Problem Logging 00:00:00
Problem Categorization 00:00:00
Problem Prioritization 00:00:00
Problem Investigation & Diagnosis 00:00:00
Workarounds 00:00:00
Raising a Known Error Record 00:00:00
Problem Resolution 00:00:00
Problem Closure 00:00:00
Major Problem Review 00:00:00
Development Errors 00:00:00
Problem Analysis Techniques 00:00:00
Managing the Known Error 00:00:00
Triggers, Inputs & Outputs 00:00:00
Relationships 00:00:00
Information 00:00:00
Critical Success Factors 00:00:00
Challenges & Risks 00:00:00
Summary 00:00:00
5.0 Lesson: Access Management
Access Management 00:00:00
Introduction 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Value to the Business 00:00:00
Concepts 00:00:00
Activities of Access Management 00:00:00
Access Request 00:00:00
Access Verification 00:00:00
Provide Rights 00:00:00
Monitor Identity Status 00:00:00
Log & Track Access 00:00:00
Remove or Restrict Rights 00:00:00
Triggers, Inputs & Outputs 00:00:00
Relationships 00:00:00
Information 00:00:00
Critical Success Factors 00:00:00
Challenges & Risks 00:00:00
Summary 00:00:00
6.0 Lesson: Operational Activities of Other Lifecycle Processes
Operational Activities of Other Lifecycle Processes 00:00:00
Introduction 00:00:00
Change Management 00:00:00
Service Asset & Configuration Management 00:00:00
Release & Deployment Management 00:00:00
Knowledge Management 00:00:00
Capacity Management 00:00:00
Availability Management 00:00:00
IT Service Continuity Management 00:00:00
Financial Management 00:00:00
7.0 Lesson: Service Operation Processes Summary
Service Operation Process Summary Part 1 00:00:00
Service Operation Process Summary Part 2 00:00:00
Checkpoint 00:00:00
Chapter 03 Review 00:00:00
➤ Module 04: OSA Common Activities
1.0 Lesson: Common Activities
Common Activities Part 1 00:00:00
Common Activities Part 2 00:00:00
Introduction 00:00:00
OSA Common Activities 00:00:00
Monitoring & Control 00:00:00
Control Loop 00:00:00
2.0 Lesson: OSA's Common Activities
OSA’s Common Activities 00:00:00
IT Operations 00:00:00
Mainframe Management 00:00:00
Server Management & Support 00:00:00
Network Management 00:00:00
Storage & Archive 00:00:00
Database Management 00:00:00
Directory Services Management 00:00:00
Desktop & Mobile Support 00:00:00
Middleware Management 00:00:00
Internet/Web Management 00:00:00
Facilities & Data Center Management 00:00:00
Data Center Strategies 00:00:00
IT Security Management 00:00:00
Improvement of Operational Activities 00:00:00
3.0 Lesson: Common Activities Summary
Common Activities Summary Part 1 00:00:00
Common Activities Summary Part 2 00:00:00
Checkpoint 00:00:00
Chapter 04 Review 00:00:00
➤ Module 05: Service Operation Functions
1.0 Lesson: Service Desk Function
Service Desk Function Part 1 00:00:00
Service Desk Function Part 2 00:00:00
Introduction to Service Operation Functions 00:00:00
Introduction to Service Desk 00:00:00
Service Desk 00:00:00
Service Desk – Role 00:00:00
Service Desk – Objectives 00:00:00
Service Desk – Organizational Structures 00:00:00
Outsourcing Issues 00:00:00
Service Desk – Staffing 00:00:00
Service Desk – Metrics 00:00:00
2.0 Lesson: Technical Management Function
Technical Management Function 00:00:00
Introduction to Technical Management 00:00:00
Technical Management 00:00:00
Technical Management – Role 00:00:00
Technical Management – Objectives 00:00:00
Generic Technical Management Activities 00:00:00
Technical Management – Organizational Structures 00:00:00
Technical Management – Design, Maintenance & Support 00:00:00
Technical Management – Metrics 00:00:00
Technical Management – Documentation 00:00:00
3.0 Lesson: IT Operations Management
IT Operations Management 00:00:00
Introduction to IT Service Operations Management 00:00:00
IT Operations 00:00:00
IT Operations – Role 00:00:00
Operations – Objectives 00:00:00
IT Operations – Organizational Structures 00:00:00
IT Operations – Metrics 00:00:00
Operations Management – Documentation 00:00:00
4.0 Lesson: Application Management Function
Application Management Function 00:00:00
Introduction to Application Management 00:00:00
Application Management 00:00:00
Application Management – Role 00:00:00
Application Management – Objectives 00:00:00
Application Management – Principles 00:00:00
Application Lifecycle 00:00:00
Application Management – Generic Activities 00:00:00
Application Management – Organizational Structures 00:00:00
Application Management – Roles & Responsibilities 00:00:00
Application Management – Metrics 00:00:00
Application Management – Documentation 00:00:00
5.0 Lesson: Service Operation Functions Summary
Service Operation Functions Summary Part 1 00:00:00
Service Operation Functions Summary Part 2 00:00:00
Checkpoint 00:00:00
Chapter 05 Review 00:00:00
➤ Module 06: Organize and Implement – VO
1.0 Lesson: Organizational Structures
Organizational Structures Part 1 00:00:00
Organizational Structures Part 2 00:00:00
Specialization Based Structures 00:00:00
Activity Based Structures 00:00:00
Process Based Structures 00:00:00
Geography Based Structures 00:00:00
Hybrid Structures 00:00:00
2.0 Lesson: Roles & Responsibilities
Roles & Responsibilities 00:00:00
Introduction 00:00:00
Generic Roles 00:00:00
Service Owner 00:00:00
Process Owner 00:00:00
Process Manager 00:00:00
Process Practitioner 00:00:00
OSA – Roles 00:00:00
Service Desk 00:00:00
Technical Management 00:00:00
IT Operations 00:00:00
Application Management 00:00:00
Event Management 00:00:00
Incident Management 00:00:00
Request Fulfillment 00:00:00
Problem Management 00:00:00
Access Management 00:00:00
3.0 Lesson: Technology Considerations
Technology Considerations Part 1 00:00:00
Technology Considerations Part 2 00:00:00
Service Management Tools 00:00:00
Generic Technology Considerations 00:00:00
Tool Evaluation Criteria 00:00:00
Event Management Desired Features 00:00:00
Incident Management Desired Features 00:00:00
Request Fulfillment Desired Features 00:00:00
Problem Management Desired Features 00:00:00
Access Management Desired Features 00:00:00
Service Desk Desired Features 00:00:00
4.0 Lesson: Implementing OSA
Implementing OSA 00:00:00
Implementation 00:00:00
Managing Change 00:00:00
SO & Project Management 00:00:00
Assessing & Managing Risk 00:00:00
Involvement in Design & Transition 00:00:00
Planning & Implementing Technology 00:00:00
Challenges, CSFs & Risks 00:00:00
Challenges 00:00:00
Critical Success Factors 00:00:00
Risks 00:00:00
5.0 Lesson: Organize & Implement Summary
Organize & Implement Summary Part 1 00:00:00
Organize & Implement Summary Part 2 00:00:00
Checkpoint 00:00:00
Chapter 06 Review 00:00:00

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