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.

View Column's ITIL training schedule.

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

To learn how Column's ITIL training can improve performance while reducing costs and risk, you can contact a Column office, have Column contact you, or chat with a Column representative.