itSM Solutions® LLC
itSM Solutions® is an accredited courseware and training provider (ACP/ATP) specializing in the development and delivery of ITSM training solutions for IT professionals. itSM Solutions® is also recognized by PMI® as a Global R.E.P. with many of our courses accruing Professional Development Units (PDUs).
Venue Options
- Public
Delivered at public training centers around the world, this instructor led classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Public Classes and Schedules.
- Onsite
Delivered at your location, this instructor led, classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam. (minimum 6 students)Click to list Onsite Classes.
- Webinar
Delivered at your location over the internet, this virtual classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Webinar Classes.
- Online Mentor
Delivered at your location, this online, one-on-one mentoring solution incorporates a video based curriculum and a live certified mentor to help participants internalize the concepts of ITSM and ITIL while preparing for the exam. This option provides both training coordinators and student the maximum flexibility in pricing, scheduling, venue, learning time, book delivery, travel & expense and class size.Click to list Online Mentor Classes.
- Online Web
Delivered at your location, this online, web mentoring solution incorporates a web based curriculum to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Online Web Classes.
ITIL V3 Service Capability Certification - Operational Support & Analysis (OSA)
Coming November 2008
** Accreditations are pending.
Course Description
This hands on program leads to a Certificate in ITIL V3 Service Capability Management - Operational Support and Analysis. The Service Capability series is focused on role based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within ITIL IT Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use. The Operational Support and Analysis subject areas are:
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
Who Should Attend
The Service Capability series will be of interest to candidates who wish to be certified in a deep level understanding of V3 processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum; however the primary focus is the process activities, execution and use throughout the Service Lifecycle.
Prerequisites
ITIL V3 Foundation Certificate in IT Service Management along with IT or ITSM operational experience.
Exam
An optional eight question, ninety minute, closed book multiple choice, multi-part, scenario based examination is administered by an independent proctor at the end of the course. Certification is through the Information Systems Examination Board (ISEB). Candidates must have attended an accredited training course (instructor led or online) to sit for the exam. Each student will be awarded three credits towards ITIL Expert® certification upon successful completion of the exam.
Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.