 Course Benefits
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Learn how to successfully apply Operational Support and Analysis best practices
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Gain competencies in OSA processes
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Understand how to manage day-to-day service outages
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Understand how to structure and manage Service Operation functions including the Service Desk
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Study how to manage access to services
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Learn the knowledge required to pass the ITIL Intermediate Operational Support and Analysis Exam
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Gain an additional 4 credits towards your ITIL Expert certification status |
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Course Quick Links
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Operational Support and Analysis - Course Introduction
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The Capability qualification stream contains four courses that all focus on concepts relevant to applying best practice.
This ITIL V3 Intermediate Qualification: Operational Support and Analysis is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the courses that leads to the ITIL Expert in IT Service Management Certificate.
The learning units within this course include:
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Introduction and Principles |
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Processes |
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Functions |
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Technology |
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Implementation |
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An understanding of all elements of the Capability area, processes, activities, technology, organization, and challenges are all included and studied from a day-to-day application perspective. |
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This course is mainly based on processes and material from the Service Operation ITIL volume. |
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Planning, Protection and Optimization - Key Learning Outcomes |
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An understanding of service management as a practice
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Ability to apply the OSA processes
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In-depth understanding of the OSA processes – Incident Management, Access Management, Request Fulfillment, Problem Management and Event Management
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OSA functions including the Service Desk
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Technology and Implementation considerations
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Challenges, Critical Success Factors and risks
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Operational Support and Analysis - Course Contents
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Introduction to Operational Support and Analysis
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This unit introduces the candidate to the concepts and terminology that support Operational Support and Analysis processes.
Candidates will be able to understand and describe:-
- The concept of Service Management as a practice
- The concept of Service, its value proposition/composition
- The concepts of Function, Process and Role
- The role of processes in the Service Lifecycle
- How Service Management creates business value
- How OSA processes support the Service Lifecycle
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Operational Support and Analysis Processes
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This unit covers the processes that contribute to OSA practices. Each process is treated as a separate learning Module, with content allowing delegates to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze the activities and techniques of:
- Incident Management
- Problem Management
- Access Management
- Event Management
- Request Fulfillment
Operational Support and Analysis Functions
This unit provides studies the OSA functions including:
- Service Desk
- Applications Management
- Technical Management
- IT Operations Management
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Technology and Implementation for Operational Support and Analysis
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This unit deals with technology and implementation considerations for OSA. Delegates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:-
The types of tools that would benefit Operational Support and Analysis
- Generic requirements for Service Management tools
- Evaluation of technology and tooling for process implementation
- How to plan and implement Service Management technology
Implementation and Improvement of best practice and processes, including the Operational Support and Analysis issues relating to:-
- Project, risk and staffing practices for process implementation
- Challenges, Critical Success Factors and Risks across the lifecycle
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Operational Support and Analysis – Training and Certification Contents
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This course is delivered online through a dedicated learning portal
You have 100 consecutive days online access to: -
- Extended Video tutorials (watch as often as you like)
- Downloadable, detailed study guides (printable too)
- Supporting learning resources
- Practice quizzes and exercises to reinforce learning
- Copy of official course syllabus and study planner
- ITIL Expert Tutor Support (via Email)
- Official practice exam papers plus answers (with full rationale behind each answer)
- Exam Preparation material with hints and tips
- Web Based Exam with instant on-screen results
- Official Certificate and PIN delivered to your door
- Free additional course access – in the event you are unsuccessful in your final certification exam
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Course Pre-Requisites and Entry Criteria
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All candidates must already hold the Foundation Certificate in IT Service Management - this means either the ITIL V3 Foundation Certificate (or the ITIL V2 Foundation and the ITIL V2-V3 Foundation Bridge Certificate).
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All candidates will also obtain a personalised Certificate of Course Completion at the end of this training course. This is your proof of attendance.
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Electronic copies of all the above certificate(s) must be provided to us before successfully gaining
admission to the associated exam for this course.
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You can use our online form to upload your certificate(s) when you are ready to schedule your final exam.
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This is provided by you online – using our ‘Request an Exam’ form. You simply ‘upload’ your certificates.
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Operational Support and Analysis - Exam Entry Criteria
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Mandatory:
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Minimum of 30 study hours across the course content - this means watching all the video tutorials at least twice, reviewing the study guides, your own revision, quizzes, tutorials and practice examinations with full answer rationale
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Proof of holding the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
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Recommended:
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At least an additional 12 hours of personal study by reviewing the syllabus and the ITIL core volumes (not included in course price) in preparation for the examination
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Basic IT literacy and around 2 years IT experience are also highly desirable
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Operational Support and Analysis - Exam Details
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Your final exam is web based and may be taken from your home or your office (within a quiet room where you will not be disturbed)
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Your exam will be proctored remotely via web cam to ensure that exam standards are maintained. See web based exams for details.
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Your exam is 90 minutes (or 120 minutes if English is not your native language) and consists of 8 complex multiple choice, scenario based questions.
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Gradient scoring is used whereby each question will have 4 possible answer options; one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
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The pass mark for the exam is 28 marks out of 40 (70%)
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 Pricing Information
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This course coming soon.
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