TRAINING ITIL OPERATIONAL SUPPORT & ANALYSIS

TRAINING PENGENALAN ITIL

TRAINING OPERASIONAL PERPUSTAKAAN

Program Description:

The   ITIL®   Intermediate  Qualification:  Operational  Support  and
Analysis  (OSA)  certificate  is  a free-standing qualification but is
also  part  of  the ITIL Intermediate Capability stream and one of the
modules  that  leads  to  the  ITIL  Expert  Certificate in IT Service
Management   (ITSM).   The   purpose  of  this  training  modules  and
certificate  is  to  impart knowledge on industry practices in service
management   as   documented   in  the  ITIL  Service  Lifecycle  core
publications. The ITIL Certificate in Operational Support and Analysis
is  intended to enable the holders of the certificate to apply the OSA
practices   in  resolution  and  support  of  the  Service  Management
Lifecycle.

Program Objectives:

At the end of the program, the participants will be able to:
* Define  the value to business of OSA activities and how it support
the Service Lifecycle
* Optimize Service Operation performance
* Understand  how  the  processes in OSA interact with other Service
Lifecycle processes
* Use  and  measure  OSA  processes,  activities,  and  functions to
achieve operational excellence
* Understand  the importance of IT security and its contributions to
OSA
* Understand   the   technology  and  implementation  considerations
surrounding OSA
* Understand   challenges,   critical  success  factors,  and  risks
associated with OSA
* Define    detectable    occurrences   of   significance   for   IT
Infrastructure  Management  or  the  delivery  of an IT service in
event management
* Capable  to  bring  services  back to normal operations as soon as
possible  and  according  to  agreed  service  levels  in incident
management
* Fulfill a request providing quick and effective access to standard
services  to  improve  business  productivity  or  the  quality of
business services and products in request fulfillment
* Prevent   problems   and  incidents  from  happening,  eliminating
recurring  incidents,  and minimizing the impact of incidents that
cannot be prevented in problem management
* Grants  authorized  users  the  rights  to  use  a  service  while
preventing access to non-authorized users in access management

ITIL® Operational Support & Analysis Program Modules:

Module 1 : Introduction
* Course introduction
* OSA course objectives
* Service operation purpose and objectives
* Service operation scope, processes, functions
* Service operation value to the business
* IT Service Management
* Service value
* Value creation
* Combined effects of utility and warranty
* Monitor and measure
* Optimizing service performance
* What is a process
* Organizing ITSM
* The ITIL certification scheme

Module 2 : Event Management
* Purpose, objectives, scope, value
* Principles and concepts
* Activities, interfaces
* Triggers, inputs, outputs,
* Information management
* Metric, challenges
* CSF’s and risks

Module 3 : Service Desk
* Benefits, objectives
* Responsibilities and structure
* Staffing and metrics
* Outsourcing

Module 4 : Incident Management
* Purpose, objectives, scope, value
* Principles and concepts
* Activities, interfaces
* Triggers, inputs, outputs,
* Information management
* Metric, challenges
* CSF’s and risks

Module 5 : Problem Management
* Purpose, objectives, scope, value
* Principles and concepts
* Activities, interfaces
* Triggers, inputs, outputs,
* Information management
* Metric, challenges
* CSF’s and risks

Module 6 : Request Fulfillment
* Purpose, objectives, scope, value
* Principles and concepts
* Activities, interfaces
* Triggers, inputs, outputs,
* Information management
* Metric, challenges
* CSF’s and risks

Module 7 : Access Management
* Purpose, objectives, scope, value
* Principles and concepts
* Activities, interfaces
* Triggers, inputs, outputs,
* Information management
* Metric, challenges
* CSF’s and risks

Module 8 : Functions
* Service Desk
* Technical management
* IT operations management
* Applications management

Module 9 : Technology and Implementation Considerations
* Generic tool requirements
* Evaluation criteria
* Service operation and project management
* Challenges, CSF’s, and risks

Module 10 : Appendices
* Business case study and exercises
* Mock exams and rationale
* Glossary
* Forms

Target Audience:

IT  Managers,  Operational  staffs,  and  anyone  who require a deeper
knowledge of or involved in the Operational Support & Analysis cluster
of processes and functions.

JADWAL TRAINING TAHUN 2026

03 – 04 Januari 2026 | 16 – 17 Januari 2026

06 – 07 Februari 2026 | 20 – 21 Februari 2026

05 – 06 Maret 2026 | 19 – 20 Maret 2026

03 – 04 April 2026 | 23 – 24 April 2026

07 – 08 Mei 2026 | 21 – 22 Mei 2026

05 – 06 Juni 2026 | 25 – 26 Juni 2026

09 – 10 Juli 2026 | 23 – 24 Juli 2026

06 – 07 Agustus 2026 | 20 – 21 Agustus 2026

04 – 05 September 2026 | 18 – 19 September 2026

08 – 09 Oktober 2026 | 22 – 23 Oktober 2026

06 – 07 November 2026 | 26 – 27 November 2026

04 – 05 Desember 2026 | 18 – 19 Desember 2026

Metode Training

1. Tatap Muka/offline
2. Online via zoom

Kota Penyelenggaraan jika offline :

1. Bandung
2. Jogjakarta
3. Surabaya
4. Jakarta

fasilitas yang didapatkan

1. Training Kit Eksklusif
   • Tas
   • Name Tag
   • Modul
   • Flash disk
   • Ballpoint
   • Block Note
   • Souvenir
2. Harga yang Reliable
3. Trainer Kompeten di bidangnya
4. Pelayanan Maksimal untuk peserta
5. Penjemputan dari dan ke bandara

Investasi :

Public training : Rp. 4.500.000 (minimum 3 pax)

In House Training : on Call