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Home > Training > IT Service Management |
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ITIL Intermediate
Capability:
Operational Support &
Analysis |
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Certifications: |
ITIL® Intermediate: Operational
Support & Analysis |
Duration (days): |
3 days classroom + 10-hours of self-paced e-learning |
Delivery Method: |
Classroom, E-learning |
Credits: |
4 Credits to ITIL Expert |
Course Description:
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This ITIL
Intermediate course
immerses learners in
the practical
aspects of the ITIL®
Service Lifecycle
and processes
associated with the
Operational Support
and Analysis of
services and service
delivery. The main
focus of this course
is on the
operational-level
process activities
and supporting
methods and
approaches to
executing these
processes in a
practical, hands-on
learning
environment.
This course uses an optimal mix of learning methods to
provide learners
with the most
effective way to
build their ITIL
knowledge with
respect to
Operational Support
and Analysis, and to
apply this knowledge
in real life.
Learners can
complete e-learning
modules on their own
time to build their
knowledge and then
participate in
interactive
classroom or virtual
classroom sessions
to apply this
knowledge in
practice. |
Target Audience:
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The Operational
Support and Analysis
Capability course
will be of interest
to:
• Individuals who
have their ITIL® v3
Foundation
Certificate (or the
ITIL® v2 Foundation
+ v3 Foundation
Bridge certificate)
who want to purse
the intermediate and
advanced level ITIL
certifications.
• Individuals and /
or operational staff
who require a
comprehensive
practical
understanding of the
Operational Support
and Analysis
processes and how
these may be used to
enhance the quality
of IT service
support within an
organization, for
example: operational
staff involved in
Event Management
Process, Incident
Management Process,
Request Fulfillment
Process, Problem
Management Process,
Access Management
Process, Service
Desk, Technical
Management, IT
Operations
Management and
Application
Management
• IT professionals
involved in IT
Service Management
implementation and
improvement
programs.
• Typical
roles, including
(but not restricted
to) IT
professionals,
IT/business
managers,
IT/business process
owners, and IT
practitioners. |
Learning Objectives:
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At the end of this course, the learner will gain
competencies in:
- Understanding Service Management as a practice and the principles, purposes and objectives of Service Operation.
- Knowing the important role of Operational Support and Analysis in service provision and understanding how the in-scope processes interact with other Service Lifecycle processes.
- Comprehending the activities, methods, and functions used in each of the Operational Support and Analysis processes.
- Knowing how to apply Operational Support and Analysis processes, activities, and functions to achieve operational excellence.
- Measuring Operational Support and Analysis performance.
- Understanding the importance of IT security and how it supports Operational Support and Analysis.
- Understanding technology and implementation requirements in support of Operational Support and Analysis.
- Comprehending the challenges, Critical Success Factors, and risks related to Operational Support and Analysis.
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Pre-requisites:
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Candidates for this course must:
- Hold an ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate.
- There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service Management is highly desirable.
- It is also strongly recommended that candidates:
- Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management in their own business environment
- Have exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following management processes:
- Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management
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Course Learner
Material: |
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- Learners receive a copy of the classroom presentation material, practice exam, case study, homework, and assignments.
- Learners receive a PDF with additional course reference material (about 600 pages).
- Learners receive a login and password for the e-learning modules a few weeks before the classroom course starts. The e-learning materials are available for 2 years after completion of the course.
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Examination:
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- Evidence of ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate and completion of the Operational Support and Analysis Capability course from an Accredited Training Provider are required to sit for the exam.
- The exam is a closed-book exam with eight (8) multiple-choice, scenario-based, gradient-scored questions.
- The exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first are allowed a maximum of 120 minutes and the use of a dictionary).
- Each question has 4 possible answer options; one that is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks.
- The pass score is 28/40 or 70%.
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Credits: |
- On successful passing the ITIL v3 Operational Support and Analysis Capability exam, the student will be recognized with 4 credits in the ITIL Qualification scheme.
- Project Management Institute – Professional Development Units (PDUs) = 30
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| Agenda: |
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| E-Learning |
(Virtual)
Classroom |
E-Learning |
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Day 1 |
Day 2 |
Day 3 |
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| 6 hours of
self-paced,
instructor-supported
e-learning |
1.
Introduction |
4. Incident
Management |
8. Service
Desk |
4 hours of
self-paced,
instructor-supported
e-learning |
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2. Service
Management |
5. Request
Fulfillment
Management |
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3. Event
Management |
9. Functions |
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Lunch |
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3. Event
Management |
6. Problem
Management |
9. Functions |
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4. Incident
Management |
7. Access
Management |
10.
Technology
and
Implementation
Considerations |
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Homework |
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