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ITIL® V3 Operational Support and Analysis Certification

ITIL Certification TrainingCertification “An explanation of one of ITIL V3’s Intermediate Modules” Operational Support and Analysis (OSA) consists of a set of processes and functions that manage IT operations in a company.

Since one of the purposes of ITIL® V3 has always been to implement new services in a controlled and cost-effective way, the Operational Support and Analysis Certificate helps in providing its holders with the skills necessary for enhancing the Operational Support and Analysis practices. Once improved, the processes will contribute in running any IT department in an orderly and managed manner.

Like all of the ITIL V3 Certificates, the Operational Support and Analysis Certificate is designed for individuals who have already attained the ITIL V3 Foundation Certificate or the V2 Foundation and V3 Foundation Bridge Certificates. IT professionals who are working in organizations that have adopted ITIL can benefit from this extra knowledge in order to contribute to their companies’ improvement programs.

In addition, operations staff that is linked to Operational Support and Analysis processes like Problem Management and Technical Management can also take advantage of this training. Aside from these individuals, IT professionals, business managers, and business process owners can also take part in the OSA Certification process to improve their skills and benefit their workplaces.

In five days, candidates for the OSA Certificate will be trained in the following areas:

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Access Management
  • Problem Management
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management

Besides the improvement of their skills, the ITIL V3 OSA Certification will provide candidates with a chance to become competent in the following:

  • Practices of Service Management
  • Principals of Service Operation
  • Operational Support and Analysis processes throughout the Service Lifecycle
  • The Service Operation Lifecycle’s processes and roles
  • Event Management (which helps define problems that can have an effect on IT management)
  • Incident Management (to restore the flow of services after an error)
  • Request Fulfillment (which provides access to services requested)
  • Problem Management (to avert problems and their resulting Incidents)
  • Access Management (to control user access to services)

Once the training session is completed, the Operational Support and Analysis Certification exam will follow. The test consists of eight scenario-based multiple-choice questions which will test candidates on the skills and concepts they have learned. The Operational Support and Analysis Certification exam is not to be taken lightly, especially with the passing grade being 70% (28/40 points).

Ashford Global IT (AGIT) offers all the courses in the ITIL V3 track. With the help of a trained instructor and a unique class environment, AGIT is considered one of the elite institutions which offer this training nationwide.


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Frank is a leading trainer in IT Security.

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