Operational Support and Analysis

The Operational Support and Analysis course enables you to gain a deep understanding, as a practitioner, of the ITIL® best practices for Operational Support and Analysis. This course is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

Learning Objectives

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

Service Management as a Practice
Service Operation Principles
The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
Event Management
Incident Management
Request fulfillment
Problem Management
Access Management which grants the authorization of system usage
Operational activities of processes covered in other Lifecycle phases such as:
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Capacity Management
Availability Management
Knowledge Management
Financial Management for IT Services
IT Service Continuity Management
Organizing the functions and key roles within Service Operation such as Service Desk, Technical Management, IT Operations
Management and Application Management
Technology and Implementation Considerations
Challenges, Critical Success Factors and Risks

Target Audience

The course is aimed at but not restricted to operational and transition staff involved in any aspect of support who need to contribute to an ongoing service improvement programme, and who are implementing these processes within their organisation.

Entry Criteria

Candidates must hold the ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

Exam and Professional Qualification

Students should complete at least 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance publications and in particular, the Service Operation publication. The examination consists of a complex 90 minute multiple choice, closed book paper of 8 questions. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

Course Content

Introduction and importance of Service Management as a Practice
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
The Service Desk and other supporting Functions
Technology and Implementation considerations to assist Service Operation, and the evaluation criteria
Exercises and discussions to consolidate the learning experience
Exam practice, preparation, mock exam and exam on the final day

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