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ITIL Intermediate Training - Operational Support & Analysis

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The ITIL Intermediate Operational Support and Analysis training course is part of the ITIL Service Capability stream and is designed for delegates who wish to attain a deep level of understanding of ITIL processes and roles, how they are implemented and how they interact.

ITIL Intermediate Training Course Operational Support and Analysis Objectives

Upon completion of this ITIL Intermediate Operational Support and Analysis course you will gain an understanding of:

• The importance of Service Management as a Practice concept and Service Operation Principles, purpose and objectives
• The importance of ITIL Operational Support and Analysis while providing service
• How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
• The processes, activities, methods and functions used in each of the ITIL Operational Support and Analysis processes
• How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
• How to measure ITIL Operational Support and Analysis
• The importance of IT Security and its contributions to ITIL Operational Support and Analysis
• Understanding the technology and implementation considerations surrounding ITIL Operational Support and Analysis
• The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis

ITIL Intermediate Course Operational Support and Analysis Content

During the Operational Support and Analysis course the following modules are covered:

• Introduction to Operational Support and Analysis
• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Access Management
• The Service Desk
• Functions
• Technology and Implementation considerations

ITIL Intermediate Training Operational Support and Analysis Prerequisites

Before attending this Operational Support and Analysis course you must hold an ITIL Foundation certificate.

To obtain an ITIL Foundation certificate, attend our ITIL Foundation training course.

ITIL Intermediate Course Operational Support and Analysis Exam

The Operational Support and Analysis exam is a 90 minute closed book exam consisting of eight multiple choice, scenario based questions.  Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which achieves no marks.

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For full course content and pre-requisites download the ITIL Intermediate Training - Operational Support & Analysis Course PDF

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