the Capability stream is targeted at delegates who will carry out ITIL processes on a day to day basis.
The Operational Support and Analysis course covers principles and processes that allow delegates to create an efficient and effective support offering for live services.

• Study online at your own pace

• 90 or 150 days online access

• Fully accredited

• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams

• Tutor support available via email

OPERATIONAL SUPPORT & ANALYSIS

• 10 modules divided into easy to absorb lessons

• Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Operation core volume is recommended

   Topics included

Course Content

Pre-Requisites

• Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)

• 30 hours of study via an accredited training solution – confirmed by your course completion certificate

• 2 years IT experience is desirable

• 12 hours of self-study using the Service Operation core volume is recommended

• Exam duration: 90 minutes

• Exam format: closed book, multiple choice

• Exam delivery: online, webcam proctored.  Read about online exams here

• Exam pass mark: 70% (28/40 marks across 8 questions)

• Exam language: extra time is available for non-native English speakers.  Contact us for current translation availability

• Exam value: 4 ITIL credits

• Exam vouchers must be requested within 6 months of purchase

Exam Details

• Technology and implementation considerations

• Preparing for the exam

• Introduction to Operational Support and Analysis

• OSA processes and functions:

  • Event Management

  • Incident Management

  • Request Fulfilment

  • Access Management

  • Problem Management

  • Service Desk

  • Technical Management

  • Application Management

  • IT Operations Management