In this course participants learn about the principles, concepts, processes and best practices described in the ITIL® operational support and analysis syllabus. Operational support and analysis covers information from the ITIL service operation core volume. This course focuses on concepts, techniques and aspects that are important to managing operational services. This course covers the processes of event management, problem management, incident management, request fulfilment and access management. It also covers the functions of service desk, technical management, IT operations management and application management.
The course focuses on hands-on information about designing and implementing these processes and functions.
The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive operational support and analysis exam results.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
What You'll learn
- Service Operation: Practical Applications of Operational Concepts, Processes and Best Practices
- Core Elements of Service Operation
- Operational Support and Analysis Exam Questions – Set 1
- Operational Support and Analysis Exam Questions – Set 2
There are no mandatory prerequisites.
Who should attend
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Certification Exam Details
The ITIL® Operational Support and Analysis certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions there are 4 possible answers. Answers reward a different number of points based on level of accuracy according to the following scale:
- Best answer – 5 points
- 2nd Best answer – 3 points
- 3rd Best answer – 1 point
- Worst answer – 0 points
A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® Operational Support and Analysis certification is an intermediate-level certification that demonstrates in-depth understanding of the concepts described in the ITIL service operation core book. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 4 credits in the ITIL® certification scheme.