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5 days

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ITIL® Intermediate - Operational Support & Analysis classroom

2019 will see the launch of the highly-anticipated ITIL® 4. ITIL 4® retains all the best bits of V3, but with more emphasis on collaborative working, along with a holistic end-to-end view of product and service delivery.

The ITIL V3 exam is available until June 2020, but you are encouraged to transition to the new scheme as soon as you can.

The IT Infrastructure Library® (ITIL) is the most widely-accepted approach to IT service management in the world. ITIL is a best practice framework that has been drawn from both the public and private sectors, internationally. It describes how IT resources should be organised to deliver business value, documenting the processes, functions and roles of IT service management (ITSM).

Course overview

About the course

Students taking this course will improve role-based capability and competency by increasing understanding about terminology, processes, roles and functions, and activities in the ITIL service lifecycle. It also provides a structured guide to ensuring an organisation can develop and implement complete and integrated, best practice processes.

The course enables students to sit the ITIL Capability examination in Operational Support & Analysis. The ITIL Intermediate Qualification in Operational Support & Analysis is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The ITIL Intermediate Qualification in Operational Support & Analysis enables the holders of the certificate to apply the practices in resolution and support of the service management lifecycle.

What's covered?

Upon successful completion of the course candidates can expect to gain competencies in the followings:

  • Value to the business of operational support and analysis activities
  • Scope of operational support and analysis processes and functions, use of operational spport and analysis processes and functions to achieve operational excellence
  • Operational support and analysis activities and the service lifecycle
  • Optimising service operation performance
  • Specific emphasis on the service operation processes and roles included in event management, incident management, request fulfillment, problem management, access management
  • Measuring operational support and analysis
  • IT security and its importance to operational support and analysis
  • Technology and implementation considerations surrounding operational support and analysis
  • Challenges, critical success factors and risks associated with operational support and analysis
  • Operational activities of processes covered in other lifecycle stages
  • Organising for service operation

Target audience

  • Individuals who require a deep understanding of the ITIL Certificate in the Operational Support & Analysis processes, and how it may be used to enhance the quality of IT Support within an organisation 
  • Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, application management and IT operations management and who wish to enhance their role-based capabilities.

Exam information

Exam format

  • Multiple-choice
  • 90 minute duration
  • 8 scenario-based, gradient scored questions
  • 70% required to pass
  • Closed-book