ITIL Intermediate Operational Support and Analysis 2016-10-24T06:48:46+00:00
ITS Partner - ITIL Operational Support and Analysis e-learning and certification

Termini ITIL seminara, Zagreb

ITIL Foundation 4-6.9/2017
ITIL Service Design 19-21.9.2017.
ITIL CSI 10/2017
ITIL Foundation 10/2017
ITIL PRACTITIONER 10/2017.
ITIL Service Strategy 11/2017.
ITIL Service Transition 11/2017.
ITIL Service Operation 12/2017
ITIL Expert – MALC 12/2017.

ITIL Intermediate – Operational Support and Analysis ( E-learning)

ITIL Operational Support and Analysis (OSA) focuses on the practical application of OSA practices in order to enable event, incident, problem, access, technical, IT Operations and application management, request fulfillment and Service Desk operations.

The ITIL Operation Support and Analysis Certificate has become the IT industry’s de-facto intermediate professional qualification in the field of IT Service Management.

This course will provide you with a good understanding of the Operational Support and Analysis principles, its processes and other aspects within the capability stream.

The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Operational Support and Analysis. Success in the exam will also earn you 4 credits towards the 22 credits needed to gain the ITIL Expert qualification. It helps you gain competence in the aspects of service management that relate to OSA, including:

  • A detailed understanding of the OSA processes: incident management, request fulfilment, event management, problem management, and access management.
  • The value of OSA activities for the business
  • How OSA supports and interacts with other service lifecycle activities
  • How OSA can deliver operational excellence
  • Organizing for service operation

Our course has been fully accredited by EXIN, who are licensed by AXELOS as an Examination Institute for IT Service Management.

ITIL® is a registered trademark of AXELOS Limited.

ITIL Operational Support and Analysis (OSA)

The examination will consist of a complex multiple choice, scenario-based closed book paper of 8 questions, to be answered within 90 minutes.

To pass the exam you must get 28 out of 40 questions correct, or 70%.

The course materials provided in the Operational Support & Analysis e-Learning course will provide you with all the information you need for this exam. You will be tested on:

  • Introduction to Operational Support and Analysis
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • The Service Desk
  • Common OSA Functions and Roles
  • Technology and Implementation Considerations
  • Exam Preparation

Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).

Before you book you can test that your computer configuration will meet the requirements for an EXIN Anywhere exam, using an online test provided by Exin.

This test focuses on the suitability of your webcam, microphone and internet connection.

Frequently asked questions:

  • How to book an exam: You can book an EXIN Anywhere exam via the Exin Anywhere website. You will first need to create an EXIN account by filling in your personal details.In order to book your exam, you will need an Exam Voucher. If you purchased this with your course, when you think you are ready to book, please contact us and we will send one immediately. The exam voucher is valid for 1 year from the date of issue.
  • How to take the exam: Because the exam is taken online, you can take it at a location and time that suits you.Using EXIN Anywhere software, your computer’s webcam and microphone records your exam session from start to finish.At the end of the exam, the recorded video and audio is then sent to Exin, to be reviewed retrospectively by a remote proctor. The proctor will look at the recorded footage to check you have complied with exam guidelines.
  • Receiving your exam results: As soon as you finish the exam you will immediately receive an email with a preliminary (tentative) result. This result will not be confirmed until your exam session has been reviewed by a remote proctor.If, after reviewing the audio and video of your exam session, no issues are detected by the proctor, you will receive a final (confirmed) result within 10 working days by email.When you receive your result, you will also be given login details to the Exin “Candidate Portal”. If you have passed the exam, you can log in to the Candidate portal to download a digital certificate.
  • Is your computer suitable for this exam: Before you book, you must test that your computer configuration will meet the requirements for an EXIN Anywhere exam, using an online test provided by Exin.This test analyses your PC or laptop’s webcam, microphone and internet connection to ensure that you will be able to successfully take the exam.For further innformation, please visit the Exin Anywhere website for a complete list of information and guidance. You can download the Terms and Conditions of the Exin Anywhere service here.

Jezici koje govorimo: hrvatski, engleski i njemački.

Za sve dodatne informacije, konaktirajte nas na

E-mail: info@itsm.hr.

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