About Operational Support & Analysis

36 PMI PDUs – 4 Credits
Course runs 8:00 AM – 5:00 PM each day - exam is scheduled from 1:00 PM – 2:30 PM on the last day.

This five-day course immerses learners in the practical aspects of the ITIL® V3 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 training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

ITIL Operational Support & Analysis - Objectives

At the end of this course, the learner will gain competencies in:

• understanding Service Management as a Practice, Service Operation principles, purpose, and objective
• knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
• the activities, methods, and functions used in each of the Operational Support and Analysis processes
• the application of Operational Support and Analysis processes, activities, and functions to achieve operational excellence
• how to measure Operational Support and Analysis performance
• 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
• the challenges, critical success factors, and risks related with Operational Support and Analysis

ITIL Operational Support & Analysis - Audience

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 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

A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners

ITIL Operational Support & Analysis - Prerequisites

Hold an ITIL V3 Foundation Certificate or ITIL V2 Foundation + ITIL V3 Foundation Bridge Certificate

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