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ITIL Operational Support & Analysis

ITIL® CERTIFICATION PROGRAM

This Intermediate level course is part of the ITIL certification program. The Foundation level course is a mandatory requirement for all other levels within the certification scheme.

ITIL Scheme

COURSE OVERVIEW

This course prepares you for the exam leading to the ITIL Intermediate Certificate: Operational Support & Analysis. In addition, this certification contributes 4 credits towards the "ITIL Expert" certification. See the ITIL certification scheme for more details.

This official ITIL capability certification course enables you to master the key ITIL processes needed to create a stable IT infrastructure that business can rely on. It includes a mix of instructor-led training and hands-on exercises to help participants learn about the practical application of the ITIL concepts, organizational structures, roles, functions and process activities related to the following processes:

  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Event Management
  • Access Management

LEARNING OUTCOMES

  • How OSA processes and functions bring value to the business in supporting the service lifecycle
  • In-depth review of the key processes, and their associated activities, functions, roles, responsibilities, challenges, risks and critical success factors:
    • Incident Management: Focuses on restoring services back to normal operations as soon as possible, according to agreed service levels
    • Problem Management: Focuses on the prevention of Problems and the elimination of recurring Incidents
    • Request Fulfillment: Manages the fulfillment of requests for services, with a goal of providing quick and effective access to standard services which business staff can use to improve their productivity
    • Event Management: Focuses on any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
    • Access Management: Grants authorized users the right to use a service, while preventing access to non-authorized users
  • In-depth review of these critical related functions:
    • IT Operations Management
    • Technical Management
    • Application Management
    • Service Desk
  • The impact operational support and analysis has on operational activities and other processes such as Change, Configuration, Release & Deployment, Capacity, Availability, Knowledge, Financial, and IT Service Continuity Management
  • Technology and implementation considerations

WHO SHOULD ATTEND?

  • Individuals who have attained the ITIL Foundations Certificate in IT Service Management and who wish to advance to higher level ITIL certifications
  • Individuals involved in the OSA processes and functions identified above, and who require a deep understanding of how they may be used to enhance the quality of IT service support within an organization
  • IT professionals working within an organization that has adopted ITIL and who need to be informed about and thereafter contribute to an ongoing service improvement program

PREREQUISITES

You must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

EXAM, CERTIFICATION & AWARDS

  • This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Operational Support & Analysis. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate
  • 4 ITIL credits
  • You will attain 32 professional development units (PDUs) for Project Managers
COURSE E-MATERIALS

Material for this course will only be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the Pink Elephant Terms of Use.

COURSE READING

Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 12 hours of personal study by reviewing the Operational Support & Analysis syllabus, as well as the Service Design, Service Operation, Service Transition, and Continual Service Improvement publications, in preparation for the examination. You can purchase the publications in a variety of formats from the following sources:

VIRTUAL COURSES

Many of our courses are available in Virtual format – meaning you just need a good Internet connection and a comfortable location with minimal distractions to attend. Courses are usually presented from 9:00am to 4:00pm CT each day. When you register for the course you will receive more detailed information.

SELF-PACED ONLINE TRAINING

Many of our courses are available in a self-paced online learning format – meaning you can learn from your computer anywhere, anytime, at your own pace! Unlike many others, our self-paced courses are a comprehensive, very rich learning experience – almost like being in a classroom! And, they consistently receive rave reviews. Subscriptions are for 6 months from the date your account is activated.

IN-HOUSE TRAINING

All Pink Elephant’s courses, including this one, can be presented at your location. For more details, contact 1-888-273-PINK or info@pinkelephant.com.


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 terms and conditions related to public courses.

Fees do not include applicable tax, which is payable for all events presented in Canada.

Course Dates for ITIL Operational Support & Analysis
When
Where
How
Course Fee
Anytime
Anywhere
Self-Paced
USD 729.00
Dec 04-08, 2017
Web-Based
Virtual Course
USD 2,495.00
Apr 16-20, 2018
Web-Based
Virtual Course
USD 2,495.00