ITIL® Operational Support And Analysis (Official Exam Included)

ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL 2011), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage.

ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization’s strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.

ITIL is globally accepted as the most widely used best practices for IT service management. Companies that use ITIL best practices range from IT companies, the Fortune 500 market, governments, and small businesses. ITIL is used internationally.

Key Features:

• Video based course material
• 6 months online access
• Practice test included
• Course is accessible 24/7, 365 globally
• Earn 5 ITIL credits upon completion of course
• Exam can be taken at home online
• Includes official ITIL Operational Support and Analysis exam fee
• Upon passing the exam, you will be fully ITIL certified in Operational Support and Analysis

Course access period: 6 months online access

Salary information

The average salary in the UK for an ITIL Practitioner is £54,750 p.a. Source: ITjobswatch – As at Jan 2018.

Prerequisites

In order to undertake this course and sit the exam, you must have passed the ITIL Foundation exam first. It is recommended however that you have also obtained the ITIL Practitioner certification as well.

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What’s included in this course?

This course bundle includes the ITIL Operational Support and Analysis course material, plus the official ITIL exam. Scroll down to see what’s covered in this course.

Course 01 – Course Introduction – 11m
Topic A – Course Organization
Topic B – Course Conventions & Agenda
Course 02 – Introduction to Operational Support & Analysis – 30m
Topic A – Service Operation
Topic B – Principles of OSA
Topic C – OSA Summary
Course 03 – Service Operation Processes – 3h 1m
Topic A – Event Management
Topic B – Incident Management
Topic C – Request Fulfillment
Topic D – Problem Management
Topic E – Access Management
Topic F – Operational Activities of Other Lifecycle Processes
Topic G – Service Operation Processes Summary
Course 04 – OSA Common Activities – 25m
Topic A – Common Activities
Topic B – OSA’s Common Activities
Topic C – Common Activities Summary
Course 05 – Service Operation Functions – 46m
Topic A – Service Desk Function
Topic B – Technical Management Function
Topic C – IT Operations Management
Topic D – Application Management Function
Topic E – Service Operation Functions Summary
Course 06 – Organize & Implement – 58m
Topic A – Organizational Structures
Topic B – Roles & Responsibilities
Topic C – Technology Considerations
Topic D – Implementing OSA
Topic E – Organize & Implement Summary
Mock Exam

How is this course taught?

This course is online and self-paced, meaning you do it in your own home, in your own time, at your own pace and best of all… any where in the world, providing you have access to a device such as a laptop, PC or desktop computer, and an internet connection. Each lesson is pre-recorded allowing you to pause, fast-forward, skip sections, or go back to another lesson if you need to. The lessons are multi-media based, which means video and audio are used to teach the lessons. Your tutor will use PowerPoint slides, illustrations, diagrams and give demonstrations to teach the lessons.

How long will it take me to complete this course?

As mentioned above, this course is self-paced. Some people finish their course faster than others. The total duration of the course is approximately 6 hours. No matter what though, you will always have 6 months to complete your course and take your exam.

All you need is an internet connection and a device, such as a smart phone, tablet, laptop or PC, and an internet connection. We recommend you access it using either a laptop or desktop computer through Google Chrome.

• ITIL Assistant Manager
• ITIL Manager
• ITIL Process Consultant
• ITIL Consultant
• IT Service Manager
• Service Delivery Manager