ITIL®Intermediate Operational Support Analysis Online Course

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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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