ITIL INTERMEDIATE CERTIFICATION (ITIL OSA) ONLINE
|Classification||ITIL 2011 Edition OSA|
|Number of Courses||1 Course, 14 Units|
|Estimated Time||50+/- Hours|
|Access Time||1 Year|
|Certificate/Diploma||Yes with Final Score|
This course will assist the student in preparing for the ITIL® Operational Support and Analysis (ITIL OSA) certificate and is aligned with the ITIL® Intermediate syllabus. The target audience is Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL OSA Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.
Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL®) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are fully utilized.
This course is intended for employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate (ITIL OSA), a high-profile and highly regarded IT business certification.
Course Listing – ITIL® 2011 Edition: Intermediate Certification (ITIL OSA) Online
Introduction to Operational Support and Analysis
Introduction to Event Management
Introduction to Incident Management
Incident Management Interactions
Introduction to Request Fulfillment
Request Fulfillment Process Interfaces and Challenges
Introduction to Problem Management
Problem Management Process Interfaces and Challenges
Introduction to Access Management
Introduction to the Service Desk
Service Desk Metrics and Outsourcing
Introduction to Functions
Technology and Implementation Considerations