ITIL Operational Support and Analysis Online Course

Course Information

  • Very High Pass rates Across All Our Courses
  • Foundation exam pledge – Retake your exam for free
  • Practitioner exam pledge – Resit for any future class
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  • Unlimited post course support with value added services
  • Best quality and price guarantee
  • All courses include pre-course materials, official manual, exam cost and certification.
  • Call us on +44 (0) 208 500 4534 to speak to a training advisor or book online.

 Our ITIL Operational Support and Analysis Online Course has over 95% pass rates. You will be given everything you need to sit and pass your online exam (which is also included). Our ITIL courses are accredited by AXELOS, APMG and PEOPLECERT and offers so much more than online training. Full tutor support is offered throughout your learning.

You can sit for the online exam at home or in your office using your laptop/computer with a stable internet connection, a web cam and microphone at any convenient time. Let us know when you are ready to book your exam and we will arrange this for you. Your tutor provides support all the way through and will suggest when you are ready. You must pass the ITIL Foundation before you can sit for the ITIL Practitioner, Intermediate and MALC courses’ examinations.

Materials Provided

  • Videos
  • Quizzes
  • Exercises
  • Study guides
  • Podcasts
  • Official Syllabus
  • Sample exams
  • Case studies
  • Tutor email support
  • Exam guidance

You have sixty days’ online access to this course.

 

ITIL® Service Capability - Operational Support and Analysis Course

"ITIL® is a Registered Trade Mark of AXELOS Limited"

 

Pre-Requisites

It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent. Please note that delegates are advised to purchase and read the following publication in advance of the course ITIL® Service Operation 2011 Edition.

It is recommended that Intermediate courses require 2 hours of home study each evening.

ITIL® Intermediate OSA examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification. The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes and allowed the use of a dictionary.) The pass mark is 70%.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction to Operational Support and Analysis
The concept of Service Management as a practice
How it delivers value to customers and the business
The underpinning processes and functions that support the Service Lifecycle
Which stages of the Service Lifecycle contribute to Operational Support and Analysis how they interact

Event Management
The Event Management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
Efficient Event Management and provide examples of how it is used to ensure Quality Service within OSA
The benefits and business value that can be gained from Event Management

Incident Management
The Incident Management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
The measurement model and the metrics that would be used to support Incident Management within OSA practices
The benefits and business value that can be gained from Incident Management

Request Fulfilment
The Request Fulfilment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
The measurement model and the metrics that would be used to support Incident Management within OSA practices
The Benefits and business value that can be gained from Request Fulfilment as related to OSA

Problem Management
The end-to-end process flow for Problem Management inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
A measurement model and the metrics that would be used to support Problem Management within OSA practices
The benefits and business value that can be gained from Problem Management

Access Management
The end-to-end process flow for Access Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
A measurement model and the metrics that would be used to support Access Management within OSA practices
The benefits and business value that can be gained from Access Management as related to OSA

The Service Desk
The complete end-to-end process flow for the Service Desk function inclusive of design strategy, components, activities and operation as well as any interfaces with other processes or lifecycle phases
The Service Desk validation components and activities (e.g. Service Desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure Quality Service within OSA
A measurement model and the metrics that would be used to support the Service Desk function within OSA practices

Functions
The end-to-end process flow for OSA Functions (i.e. Technical Management, IT Operations
Management, and Applications Management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
The benefits and business value that can be gained from functions as related to OSA

Technology and Implementation considerations
Technology requirements for Service Management tools and where/how they would be used within OSA for process implementation
What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies

 

Exam Format
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8

Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
Closed Book

 

 

 

 

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Exam Pledges

Our course materials, training approach and trainers are so good that that we are offering anyone who attends any of our courses the following pledges:

Foundation Pledge

In the most unlikely event of failing the Foundation exam, you will be offered a free Exam retake within 3 months of your original course.

Practitioner Pledge

Should you fail your practitioner exam, we will offer you a free place on any subsequent practitioner course, as long as you pay for the cost of the practitioner exam.

Testimonials

"I was unable to do any reading before the course and was worried. There was no need. I had 88% and must commend the trainer for her delivery. The course materials were really good."


-Ali Patel

"Excellent course materials, very good trainer, comfortable venue. Of course, I passed with very high marks."


-Sally Temple

"Amazing trainer. He explained all issues simply and made the whole training process fascinating. I passed with the highest marks I have ever had in any exam."


-Olu Ogundipe

"Fantastic experience! From first contact, throughout the training course and the exam."


-Stella Blackwood

"I have used many training providers for our company's training requirements and trainingcreatively stands out. Absolutely! The best trainer, course materials and customer services."


-John Stevens
"The trainer kept everyone alert and engaged. It's the best training experience I have and the customer service was excellent."
-Philip O'Hare
"I came for the weekend course from Blackpool. I passed with high marks and also had a nice time in London. I will recommend trainingcreatively to my colleagues."
-Sam O'Connor

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Our Courses

We deliver Courses in

United Kingdom, Argentina, Australia, Austria, Belgium, Belize, Brazil, Canada, Colombia, Cyprus, Denmark, France, Gambia, Germany, Ghana, Greece, Hong Kong, Hungary, India, Ireland, Italy, Kenya, Malta, Mexico, Netherland, New Zealand, Nigeria, Norway, Poland, Sierra Leone, Singapore, Slovakia, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Tanzania , Uganda, United Arab Emirates, USA, Zambia, Zimbabwe, China, Croatia, Cyprus, Egypt, Finland, Iran, Japan, Kuwait, Saudi Arabia, Oman, South Korea, Portugal, Qatar, Venezuela, Birmingham, Tokyo, Warsaw, Frankfur, Bristol, Glasgow, Qatar, Amsterda , Cambrid , Leeds, Hong Kong, Brighton, Crdiff, Leicester, Singapore, Reading, Edinburgh, Liverpool, Barcelona, Sheffield, Riyadh, London, Lisbon, Derby, Dubai, Liverpool, Stockholm, Frankfurt, Amsterdam, Auckland, Oslo, Brussels, Manchester, Cambridge, Berlin, Dublin, Milton Keynes, Geneva, Nottingham, Copenhagen, Newcastle, Helsinki, Southampton, Paris, Norwich, Belfast, Milton Keynes