Course title
ITIL® V3 Intermediate, Operational Support and Analysis (OS&A) 5-Day Exam Preparatory Course

Who should take this course
This course will benefit all individuals responsible for providing Information Technology (IT) service, including technicians and managers. However, 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 will get specific guidance on how to enhance your IT Service Management capabilities.

Pre-requisites
The ITIL® V3 Intermediate, Operational Support and Analysis (OS&A) 5-Day Exam Preparatory Course attendees must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). A copy of this certificate must be presented as documentary evidence to gain admission to the course.

Eligibility for examination
To be eligible for the examination leading to an accredited ITIL Certificate in Planning, Protection and Optimization, the candidate must fill the following requirements:
 At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme (Note: this requirement will be met through attendance of The Green Tree Frog course offered here)
 There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
 Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
 It is also recommended that students should complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operation publication

Course learning objectives
The course participants can expect to gain knowledge and understanding in the following areas of the ITIL® V3 Operational Support and Analysis concepts:
 Service Management as a Practice
 Service Operation Principals
 The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
 Specific emphasis on the Service Operation Lifecycle processes and roles included in:
 Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
 Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
 Request Fulfillment which fulfills a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
 Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
 Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
 Operational activities of processes covered in other Lifecycle phases such as:
 Change Management
 Service Asset and Configuration Management
 Release and Deployment Management
 Capacity Management
 Availability Management
 Knowledge Management
 Financial Management for IT Services, and
 IT Service Continuity Management
 Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management
 Service Operations and Support Service Operation roles and responsibilities
 Technology and Implementation Considerations
 Challenges, Critical Success Factors and risks

The Office of Government Commerce (OGC) of the United Kingdom, is the governing body for ITIL® content, examinations, and certifications. Link to OGC’s official OS&A syllabus http://www.itil-officialsite.com/nmsruntime/saveasdialog.asp?lID=232&sID=86