Entdecken Sie, wasSie lernen können.
Mit Videokursen für Beruf, Studium und Freizeit.
This fully accredited Operational Support & Analysis course covers principles and processes that allow you to create an efficient and effective support for real-time services.
Having completed the ITIL Operational Support & Analysis course, you have fulfilled one entrance requirement for taking part in the examination. Therefore, you will receive an accredited course completion certificate. The exam can be taken online. Exam vouchers can be purchased from our accredited partners.
This course includes:
This course and its contents are offered by IT Training Zone, a Peoplecert and APMG accredited training organisation.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
|ITIL® OSA - Course Overview||12:21|
|Introduction to OSA||18:48|
|Event Management: Introduction, Policies, Principles & Basic Concepts||32:38|
|Event Management: Process Activities, Process Management||37:34|
|Incident Management: Introduction, Policies, Principles and Basic Concepts||25:03|
|Incident Management: Activities, Methods and Techniques||26:14|
|Incident Management: Process Management||23:50|
|Request Fulfilment: Process Introduction||19:06|
|Request Fulfilment: Process Activities and Process Management||32:56|
|Problem Management: Introduction and Process Activities||30:15|
|Problem Management: Techniques and Process Management||30:51|
|Access Management: Introduction and Process Activities||25:58|
|Acess Management: Process Management||15:34|
|The Service Desk: Introduction and Structures||22:55|
|The Service Desk: Staffing and Managing the Service Desk||27:15|
|OSA Functions and Roles: OSA Functions, Generic OSA Roles and Responsibilities||34:13|
|OSA Functions and Roles: Process and Function Roles||25:59|
|Technology and Implementation: Technology and Tool Requirements, Process Technology Requirements||33:58|
|Technology and Implementation: CSFs and Risks, Planning & Implementing ITSM Tools||35:40|
|OSA Exam Preperation||11:58|
|Quiz zum Kurs „ITIL® OSA - Operational Support and Analysis “|