In this episode, Daniel and Terry give a general overview of what to expect in the upcoming ITIL OSA series. They cover topics like who is the intended audience, what the scope of the series will cover, and what are some specific topics that will be addressed. For course completion certificates to be submitted for exams, please contact PassionIT Group firstname.lastname@example.org.
In this segment, we're going to take
a quick look into what you can expect from
our upcoming ITIL OSA series.
And Terry, thanks for joining us today.
What are some of the topics that
we're going to cover in that series?
>> Well, Operational Support and
Analysis is primarily focused
on service operations.
One of the five lifecycle stages.
This course is
an intermediate level course.
And it follows a prerequisite,
So what we'll do is we'll review
foundations very briefly.
Making sure we got
the right language in play.
And then we'll dive in deep into
the five processes in play.
Incident management, problem management,
event management, access management, and
And then we'll look at the people
that get those things done.
And those people are spread
across four functions.
IT operations management, technical
management, applications management and
the service desk.
And of course because it's
operational support and analysis.
We'll also be looking about the best ways
to analyze these different processes
To make sure that they're
operating at the highest levels.
who would say is the intended audience for
Is it, I guess in general,
who would get the most benefit out of it?
>> It's a good question.
Certainly you're gonna get a lot of
valuable information that could go back to
your office space, your work space,
and make some improvements.
Right, ITIL is the best practice for
IT service management.
You could certainly take these principles
back into your operational environments.
And begin to consider how to
implement these or approve those.
It also is good for the academic study.
We're gonna help you prepare for
an exam as well.
So if you're on a path
Maybe you're seeking the certificate
to be an ITIL expert.
This is gonna be along that path as well.
So we do spend sometime preparing you for
And giving you some pointers
on how that exam looks.
So I think it's both for
the practical purposes and
showing you there's lots
of meat on that bone.
But if you're on an academic path for
You're gonna get something
to chew on as well.
>> All right,
well speaking of certification.
If you are on that path,
what can somebody who is going down
that road expect from the exam?
How do we get signed up for it?
What should we do as exam takers?
>> Well, good question.
First of all, the exam at the intermediate
level is certainly different than
the foundation exam.
The foundation exam was 40 questions,
one correct answer.
And you had to get 26 out of 40.
65% to get that certificate and
earn that certificate.
At the intermediate level,
you have to perform a little higher.
And it's a bit harder.
There's only eight questions.
Each question is based on
an independent scenario.
And the questions have
answers of gradient scoring.
So in other words, you could pick
a level answer is the best answer and
get five points credit.
Or pick a question
that's only worth three.
Over eight questions, if the most you
can get in each question is five points.
That's 40 points at maximum.
You have to get at least 28 correct.
So, it's not just route
memorization of concepts and words.
Which is such as what foundation was.
You have to apply that knowledge, and
analyze the situation and
So therefore, it's a little bit more
challenging, but also pretty realistic.
They're kind of fun actually.
And to be able to take something and
do something with it.
And that's what this
exam expects you to do.
>> All right, well if that sounds like
something that might interest you.
We look forward to seeing
you in our upcoming series.