ITIL Inter - Operational Support & Analysis

Target Audience

IT Professionals, Business Managers and Business Process Owners.

This ITIL Training Module forms part of the ITIL Intermediate Capability Stream.  Successful completion of the exam will provide an ITIL Certificate and also 4 credits towards achievement of the ITIL Expert qualification.

Learning Objectives

Succesful Delegates will understand:

  • Principles, Purpose and Objective of Operational Support & Analysis 
  • The importance of ITIL Operational Support & Analysis (OS&A) 
  • How Processes within OS&A interact with other Service Lifecycle Processes
  • The processes, activities methods and functions used
  • How to achieve operational excellence 
  • How to measure ITIL Operational Support & Analysis
  • Technology and implementation considerations
  • Challenges, critical success factors and risks 

Achievement of the ITIL Expert Operational Support & Analysis Certificate.

Pre-Requisites

ITIL Foundation Certificate in IT Service Management

(V3 Foundation OR V2 Foundation plus Foundation Bridge Certificate)

Basic IT literacy and 2 years' relevant IT experience are recommended.

12 hours' personal study including review of the syllabus and the ITIL core publication "Service Operation".

Select a course date to view a detailed course outline.

Course Summary

  • Introduction to Operational Support and Analysis
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Service Desk
  • Impact of Service Operation Functions on OS&A
  • Technology and Implementation Considerations
  • Exam Preparation

    • Examinations

    ITIL Expert Operational Support & Analysis Certificate

    The exam is taken on the final day of the course:

    Format:   8 multiple choice, scenario based, gradient scored questions
    Duration:   90 minutes
    Open Book:   No
    Pass Mark:   65% (26/40)

    Upcoming Courses

    Location Date
    Wokingham 13 Sep 10
    London - City 13 Sep 10
    Manchester 27 Sep 10
    Maidenhead 27 Sep 10
    Manchester 27 Sep 10
    Leeds 4 Oct 10
    London - City 11 Oct 10
    London - Central 11 Oct 10
    London - City 11 Oct 10
    London - City 18 Oct 10

    This course is also available at your premises by appointment.

    All Course Dates & Locations

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