Curso Detalhes

ITIL® 2011 edition is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.
The ITIL® OSA (Operational Support and Analysis) course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Operational Support and Analysis Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Operational Support and Analysis cluster of processes and functions.

Upon successfully achieving the ITIL® Operational Support and Analysis certificate, the student will earn 4 credits in the ITIL® qualification scheme. Project Management Institute –Professional Development Units (PDUs) = 35

An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.

Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Exam Duration: 90 minutes

At the end of this course, you will learn:
The concept of Service Management as a practice
The role of processes in the Lifecycle
The purpose, goal and objectives of the Event Management Process
The Service Desk Role and concepts
The purpose, goal and objectives of the Incident Management Process
The purpose, goal and objectives of the Problem Management Process
The purpose, goal and objectives of the Request Fulfillment Process
The purpose, goal and objectives of the Access Management Process
How to plan and implement Service management Technologies