the Capability stream is targeted at delegates who will carry out ITIL processes on a day to day basis.
The Operational Support and Analysis course covers principles and processes that allow delegates to create an efficient and effective support offering for live services.
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Study online at your own pace
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90 or 150 days online access
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Fully accredited
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Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
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Tutor support available via email
OPERATIONAL SUPPORT & ANALYSIS

Please choose your options:
OSA Course
Only one course duration can be selected at a time.
OSA Resources
90 Days Online Access - 649.00
150 Days Online Access - $729.00
Core volume online access - $100.00
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10 modules divided into easy to absorb lessons
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Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Operation core volume is recommended
Topics included
Course Content
Pre-Requisites
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Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
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30 hours of study via an accredited training solution – confirmed by your course completion certificate
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2 years IT experience is desirable
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12 hours of self-study using the Service Operation core volume is recommended
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Exam duration: 90 minutes
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Exam format: closed book, multiple choice
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Exam delivery: online, webcam proctored. Read about online exams here
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Exam pass mark: 70% (28/40 marks across 8 questions)
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Exam language: extra time is available for non-native English speakers. Contact us for current translation availability
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Exam value: 4 ITIL credits
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Exam vouchers must be requested within 6 months of purchase
Exam Details
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Technology and implementation considerations
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Preparing for the exam
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Introduction to Operational Support and Analysis
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OSA processes and functions:
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Event Management
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Incident Management
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Request Fulfilment
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Access Management
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Problem Management
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Service Desk
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Technical Management
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Application Management
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IT Operations Management
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