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Operational support and analysis PDF Print E-mail
This interactive, enjoyable 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