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The ITIL Operational Support & Analysis course will give students the ability to apply their knowledge of operational support and analysis practically. This helps the organisation to implement the management of incidents, problems, events, service desk operations and applications.
** This course is part of our ITIL Expert Suite which also includes ITIL Foundation, ITIL Continual Service Improvement, ITIL Managing Across the Lifecycle and many more **
ITIL V3 Intermediate: Operational Support and Analysis
During the ITIL Operational Support & Analysis course, students will be taught what impact operational support and analysis has on the activities of the organisation, considerations to be made regarding technology and implementation, the fulfilling of service requests, supporting the service lifecycle and the management of the lifecycle of all problems.
The ITIL Operational Support & Analysis course follows the following syllabus:
- Module 1 – Introduction to Operational Support and Analysis
- Module 2 – Event Management
- Module 3 – Incident Management
- Module 4 – Request Fulfillment
- Module 5 – Problem Management
- Module 6 – Access Management
- Module 7 – The Service Desk
- Module 8 – Common OSA Functions and Roles
- Module 9 – Technology and Implementation Considerations
- Module 10 - Exam Preparation
Upon completion of this course, you will earn 4 ITIL credits that will count towards gaining the ITIL Expert certification which requires a total of 22 ITIL credits.
The ITIL Operational Support & Analysis course exam consists entirely of multiple choice, scenario-based questions and has a pass mark of 70%. You will have 90 minutes in which to answer as many of the questions as possible.
Who is this course for?
This course perfectly suits individuals who wish to gain a better understanding of operational support and analysis and experienced professionals who would like to further their careers by pursuing further studies.
You will need to have gained the ITIL Foundation certification before undertaking the ITIL Operational Support & Analysis course.
- IT Security Manager
- IT Service Analyst
- IT Architect
- IT Operational Consultant
- IT Auditor
- IT Team Leader
- IT Support Analyst
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