Course: ITIL Expert - Operational Support & Analysis

The ITIL Certificate in Operational Support and Analysis (OCA) Course is one of the four courses that fit into the capability stream for ITIL Version 3 certification.
This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.

The course is comprised of lecture sessions, facilitated assignments and exercises and a practice examination.

The Operational Support and Analysis Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:

-Event Management
-Incident Management
-Request Fulfilment
-Problem Management
-Access Management
-The Service Desk, Technical Management, IT Operations Management and Application function

The main focus of the course is covered by the Service Operation volume of the IT Infrastructure Library (ITIL) Version 3.

The core volume of Service Operation provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle for carrying out those processes which contribute to the optimisation of the services provided.

The ITIL Framework is a source of good practice in service management. ITIL is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organisation’s capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.