ITIL Operational Support and Analysis

The ITIL Intermediate Certificate in Operational Support and Analysis forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of the operational support processes and roles across the Service Lifecycle.

This course enables participants with foundation-level knowledge of IT Service Management to apply good practice across the service lifecycle in processes pertaining to operational support and analysis. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, participants can sit the ITIL Intermediate examination in Operational Support and Analysis worth 4 credits.

This course is aimed at individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It will benefit people who require a deeper understanding of operational support and analysis processes and how they may be used to enhance the quality of IT service support.

Individuals who may find this course of interest include IT professionals working within an organisation that has adopted and adapted ITIL and who need to be informed about and contribute to a service improvement programme, as well as operational staff involved in event management, incident management, request fulfilment, problem management, access management, service desk, technical management, IT operations management and applications management, and who wish to enhance their role-based capabilities.

Further details of the course content can be found by clicking here.  

The course takes place over 5 days.

Over the 5 days the course will cover:

• Operational support and analysis in the context of the service lifecycle
• Event management
• Request fulfilment
• Problem management
• Access management
• Technical management
• IT operations management
• Applications management
• Service operation roles, responsibilities and organisation structures
• Technology and implementation considerations
• Challenges, CSFs and risks

The examination format is:

• Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
• 90 minutes
• 70% pass mark, distinction mark to be confirmed

The course is presented by Global Knowledge, specialist providers of IT service management, project management and programme management training and consultancy.