ITIL® Service Capability – ITIL OSA (Operational Support & Analysis) is one of the four ITIL courses that create the ‘Capability Stream’. This ITIL® certification recommends delegates to practical and logical solutions to practice structure, roles, and tasks allowing ability in relation to Event, Incident, Problem and Access Management as well as Request fulfilment and Service Desk functions.
The ITIL® Service Capability certification is directed at IT Specialists, Business Managers and Business Process Owners. This ITIL® training course is mostly appropriate to staff included in Incident Management, Problem Management, and Service Desk who wish to develop their role-based capabilities.
Find out what's included in the training programme.
Below is a list of the topics covered during this 5 day ITIL® course:
Introduction to Operational Support and Analysis:
The Service Desk:
Technology and Implementation Considerations:
The exam is to be completed at a mutually convenient date (please see the below details for further information).
The week prior to the course you will receive an email from our exam bookings team inviting you to request your online exam voucher.
The benefits of Online Exams are:
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What are the exam details for this course?
The ITIL® exam is taken on the final day of the course and includes a 90 minute, closed book plan with 8 multiple choice, situation based, gradient scored questions. The pass mark for the exam is 70%, or a minimum of 28 marks from a possible 40.
What are the prerequisites for this course?
It is essential that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are suggested to buy and research the following book in advance of the course ISBN 9780113313075.
We also highly suggest that applicants:
Can show an understanding with IT terminology and recognise the context of Service Strategy management in their own business environment.
Have exposure working in a Service Management capacity within a service provider environment, with responsibility highlighting at least one of the following Service Deployment Management and Evaluation Management
Complete the pre-course work which involves reading the Key Element Guide for Operational Support and Analysis. If likely, reading the ITIL® Service Lifecycle core publications—in particular, the Service Transition and Service Operation books—in advance of attending the training will help with overall understanding of the course.
It is suggested that Intermediate courses require approximately 1 hour of home study each evening.
What are the benefits of taking this course?
During this 5 day course, applicants will study and recognise:
What is the experience of the instructor(s) delivering my course?
All of our instructors at Datrix are accredited and have over ten years of experience worldwide.
What time shall I arrive at the venue?
Please arrive at the venue for 08:45am.
How can I find more information?
If you would like to know any more information about our courses, please contact us on 0800 781 0626 or send us an e-mail on email@example.com