ITIL INTERMEDIATE OSA CERTIFICATION TRAINING

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ITIL INTERMEDIATE OSA CERTIFICATION TRAINING

Key Features

    2 Day Classroom/ Live Virtual Classroom Training
    45 PDUs Included
    Training Delivered by Industry Expert and certified Trainers
    ITIL Intermediate OSA Exam Preparation Guide
    Real world examples from various industries
    Courseware Approved by APMG,CSME,TUV,SUD
    Tips and Techniques to clear ITIL Intermediate OSA Certification
    ITIL Intermediate OSA exam fee included
    Hard copy of the courseware

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COURSE DESCRIPTION

The IT Infrastructure Library (ITIL®) is the most widely accepted approach to IT service management across the globe. ITIL® Intermediate Operational Support and Analysis OSA certification demonstrates one’s specialization in ITIL® service Capability modules and ability to effectively perform planning for design, development and implementation of Service Management. This certification demonstrates your depth knowledge in ITIL® modules and specialization in all activities of Operational Support and Analysis phase to potential global employers. Shakya Academy offers ITIL® Intermediate OSA 2-day intense Live Virtual classroom training with expert trainers in your city.

Globally recognized IT service management Certification
Demonstrates your understanding of the ITIL® terminology
Makes you prerequisite entry criteria for the ITIL® Master Level; the highest level qualification within the ITIL® scheme.
Opens better opportunities in the career path


At least 30 contact hours (hours of instruction, excluding breaks, and not including summary review time) with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.

2 to 4 years’ professional experience working in IT service management is highly desirable. Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)


  • Business Value of Operational Support and Analysis
  •    Scope of Operational Support and Analysis Processes and Functions
  • How Operational Support and Analysis Activities Support the Service Lifecycle
  •   Optimizing Service Operation Performance
  •   Purpose, Objectives, and Scope
  •   Business Value
  •   Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  •    Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Event Management Process
  •    Challenges and Risks
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  •    Triggers, Inputs, and Outputs
  •   CSFs and KPIs
  • Information Management within the Incident Management Process
  •     Challenges and Risks
  •    Purpose, Objectives, and Scope
  • Business Value
  •  Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  •    Triggers, Inputs, and Outputs
  • CSFs and KPIs
  •   Information Management within the Incident Management Process
  •    Challenges and Risks
  • Purpose, Objectives, and Scope
  •    Business Value
  •   Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  •   Triggers, Inputs, and Outputs
  •    CSFs and KPIs
  • Information Management within the Request Fulfillment Process
  • Challenges and Risks
  • Purpose, Objectives, and Scope
  • Business Value
  •   Policies, Principles, and Basic Concepts
  •   Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Information Management within the Access Management Process
  •    Challenges and Risks
  •  Service Desk Role
  •  Objectives
  • Different Service Desk Organizational Structures
  • Service Desk Staffing Considerations
  •   Measuring Service Desk Performance
  •    Issues and Safeguards to Consider When Outsourcing the Service Desk
  • Role, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions
  •     Relationship Between Business Goals and Metrics to Measure Operational Performance
  • Service and Process Measurement Frameworks
  • Rules and Policies for Creating a Successful Reporting Framework
  • How Operational Support and Analysis Practices Support Continual Service Improvement
  • Generic Technology Requirements
  • Evaluation Criteria for Technology and Tools for Process Implementation
  •   Project, Risk, and Staffing Practices for Process Implementation
  • Challenges, Risks, and CSFs for Implementing Practices and Processes
  •    Planning and Implementing Service Management Technologies
.