Overview
Successful implementation of ITIL Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction.

The KMG ITIL v3 Capability Operational Support & Analysis Course aims to familiarize the participants with the modalities of planning, implementing and optimizing the Operational Support and Analysis processes. By taking this course, the participants will also gain the skills required to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam.

Objective
The objective of the KMG ITIL v3 Capability OSA course is to familiarize the candidates with operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

	Prepare for and take the ITIL Intermediate Qualification: Operational Support and Analysis Exam
	Outline key activities for the Operational Support and Analysis processes in the context of the Service Lifecycle
	Achieve operational excellence by using the Operational Support and Analysis processes, activities and functions
	Evaluate the success of Operational Support and Analysis by applying key metrics
	Manage incidents and events in the provision of IT services
	Return to normal operations
	Provide quick and effective access to standard services
	Eliminate recurring incidents and minimizing unpreventable incidents
Audience & Prerequisites The typical profile of participants catered to in the KMG ITIL v3 Capability Operational Support & Analysis course is: IT operations, technical, or IT management personnel requiring more information about ITIL best practices Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT To be able to take the KMG ITIL v3 Capability Operational Support & Analysis Course, the candidate should have: Successfully completed the ITIL v3 Foundation Certification exam. Two years of relevant IT work experience Contents The KMG ITIL v3 Capability Operational Support & Analysis course provides an in-depth coverage of the following topics:
Introduction and Overview Event Management Incident Management Request Fulfillment Problem Management Access Management Service Desk Service Operation Functions Technology Considerations Implementation Considerations Duration The KMG ITIL v3 Capability Operational Support & Analysis Course is held over 5 days. Credits On successfully completing the exam at the end of the course, with a score of 70% or more, the candidates will earn: 4 Credits towards ITIL