Examens de Certification

Best Practices Operational Support and Analysis (OSA)

Home » Best Practices Operational Support and Analysis (OSA)

This is a practical course for organizations that work according to Best Practices and that apply IT Service Management. The emphasis is on operational principles and processes within the entire lifecycle of services. Analysis of services and continuity of delivery are essential.

Format of the exam (length and number of questions of the exam)
Web based or paper based
Each candidate will receive a support in paper form or electronically
Course Length
5 days with certification
Delivery Language
English / French
The pre-requisites
Proof of passing the Best Practices Foundation Certificate in IT Service Management (or other appropriate Best Practices and bridge qualifications)
Qualification level
Intermediate – Capability
Target group
You are an incident manager, service (or service-level) manager, IT professional, business manager or business process owner and involved in carrying out operational processes in your organization. You would like to know more about Operational Support and Analysis. You contribute directly or indirectly to a higher level of IT Service Management.
Learning objectives
Through the completion of this course you will learn how to:
– Control Operations through OSA activities and functions
– Optimize Service Operation Performance
– Define incidents models and analyze incidents
– Identify query execution interfaces
Addressed topics
This certificate focuses on the Service Operation principles and the Event Management, Incident Management, Problem Management, Access Management. It concerns people who are involved regularly or on a daily-basis with the operational support of IT Service Management. This may be through preventing or quickly resolving incidents, managing access rights or any manner of operational activities.
Addressed topics during this course:
– Introduction to OSA
– OSA processes
– Event Management
– Incident Management
– Request Fulfillment
– Problem Management
– Access Management
– The Service Desk
– Functions and Roles
– Technology considerations
– Implementation considerations
Preparation methods
Personal study time
Mock Exam on Atlantis Digit E-Learning Platform
Next Step
Courses from the Lifecycle or Capability modules.
Exam and rights & obligations of the students
As soon as the certification exam is ordered, you will be informed about privacy details of EXIN exams.
Candidates are asked to communicate the right personal information and payments details. The registration cannot be confirmed until the payment is verified.
Final detailed calendar of the course sequence logistics and content information (Date, location, conditions, practical advice) is communicated to each candidate one week before the session.
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