Quick Facts
Price: USD 2,450 (including official exam fees)
Course Duration: 2.5 Days
Certification: ITIL V3 Operational Support and Analysis (OSA)
Location: Dubai Knowledge Village
Course Delivery: E-Learning and Classroom workshop
Language: English
Course Fact Sheet
36 PMI PDUs 4 Credits to ITIL Expert; 2.5 days classroom + 10 hours e-learning
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Impetus Consulting introduces an accelerated program that takes you to ITIL v3 Planning, Protection & Optimization Certification using innovative learning methods and energized classroom sessions.
The combination of 10 hours instructor-supported e-learning and classroom course allows students to manage study time whilst reducing the number of classroom days to only 2.5 days.
This course immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery.
The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.
Courseware is designed using an engaging, scenario-based approach to learning the core disciplines of ITIL best practices. Exams can be taken after the course at a convenient time after the course to allow additional study time.
Course runs 13:30 to 18:00 on day 1, 09:00 to 18:00 on day2 and day 3.
Exams will be scheduled on demand.
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Program Benefits
Accelerated path to Certification: The normal path to ITIL V3 OSA requires 5 days classroom. This fast-track program is a definite path to Certification that presents you the ITIL V3 OSA Certificate after completing a 2.5 days classroom program and 10 hours of self paced e-learning. Reduced travel, lodging and classroom days make this attractive.
Innovation in Design: Innovative use of e-learning for the theoretical components of the course allows you to study in your own time at your own pace.
Learning Objectives
At the end of this course, the learner will gain competencies in:
Understanding Service Management as a Practice, Service Operation principles, purpose and objective
Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
The activities, methods and functions used in each of the Operational Support and Analysis processes
The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
How to measure Operational Support and Analysis performance
The importance of IT Security and how it supports Operational Support and Analysis
Understanding technology and implementation requirements in support of Operational Support and Analysis
The challenges, critical success factors and risks related with Operational Support and Analysis
The challenges, critical success factors and risks related with Service Offerings and Agreements
Audience
This course will be of particular interest to:
Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
IT professionals involved in IT Service Management implementation and improvement programs
A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.
Prerequisites
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ITIL v3 Foundation certification or ITIL v2 Foundation plus ITIL v3 Foundation Bridge certifications
Students must complete the associated self-paced study course sections prior to attending the classroom portion of these classes (6 hours) completion will be verified via ITpreneurs LMS systems
There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
It is recommended that students should complete a personal study by reviewing the syllabus and the associated areas of the ITIL Service Management Practice core guidance, in particular Service Strategy, Service Design and Service Transition publications in preparation for the examination.
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The syllabus can be downloaded from the Official ITIL Website
(http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp)
Examination Information
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. Exam duration is a maximum 90 minutes.
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
Pass score is 28/40 or 70%
Course Structure
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Stage 1
Self-Paced E-Learning
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Stage 2
Interactive Classroom
Sessions
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Stage 3
Post-Study
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Stage 4
Certification Exams
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6 hours
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2.5 days (20 hours)
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4 hours
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90 minutes
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