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ITIL intermediate osa training

Introduction To Itil Intermediate Osa Training Course:

ITIL Intermediate Operational Support &  Analysis in short called as ITIL Intermediate OSA. It is mainly focused on planning, implementation & optimization of the OSA processes. The ITIL Intermediate OSA Training Course by Global Online Trainings enhances the participants’ skills to apply core practices to support the service management lifecycle in real time. The OSA module is one of the key ITIL  Service Capability modules & it allows it users to enhance their ITIL knowledge & skills by enabling them to execute & implement specific ITIL  processes effectively. Itil Intermediate Osa Training   by Global Online Trainings is arranged on 100% virtual comprehensive platform & the training is conducted by expert professionals. The classes are arranged in flexible hours of the participants.

Itil Intermediate Osa online training course content

Introduction & Overview
  • Service management as a practice
  • service value proposition
  • Optimizing operational
  • Role of OSA processes in the lifecycle
  • OSA supports the service lifecycle
Core Service Operation Processes
  • Event & Incident management
  • Request fulfillment
  • Problem & Access management
Service Desk
  • Establishing the service desk objectives
  • Organizational structures &  staffing options
  • Providing a single point of contact
  • Measuring effectiveness & efficiency
  • Impact of service desk
  • Reasons & options for outsourcing the service desk
Service Operation Functions
  • Functions of technical management, IT operations management & the application management
  • Functions contribute to OSA
  • Identifying the roles of function
  • Distinguishing objectives of function
  • Analyzing function’s activities
Technology Considerations
  • Generic technology requirements
  • Evaluation criteria for technology tooling for process implementation
  • Planning & implementing service management technologies
  • Assessing & managing the project, risk and staffing for process implementation
Implementation Considerations
  • Managing change in the service operation
  • Examining the implementation aspects of service operation & project management
  • Assessing & managing risk in the service operation
  • The Operational staff considerations in service design & transition
  • Implement service management technologies