Our ITIL® Operational Support & Analysis course is one of the four ITIL® Capability courses that builds on the knowledge gained from the ITIL® Foundation Certificate. Capability phases are for those who wish to gain a deeper level of understanding of the ITIL® processes and roles, how they are implemented and interact.
Our ITIL® Operational Support & Analysis course covers principles and processes that allow you to create an efficient and effective support offering for live services.
Our ITIL® Operational Support & Analysis course also provides you with a standardised approach to IT Service Management for managing People, Process, Technology and Suppliers across the Service Lifecycle. It will provide a better understanding of the application of guidelines and frameworks that help to deliver industry Best Practice
Our ITIL® Operational Support & Analysis course contains 10 easy to absorb lessons covering ITIL® terminology, structure, concepts and processes.
ITIL® Operational Support & Analysis Online (150 Days) Includes:
Your access duration time starts as soon as you access the course, or after 28 days - whichever is sooner.
By understanding and using ITIL® your IT organisation can move towards a Service Management culture where your IT team can be (and is recognised as) a key player in the success of your customers and users.
ITIL® helps you to attain that key status by understanding the link between IT services and customer/user outcomes. ITIL® then helps to understand the best ways to manage those services, making your IT organisation indispensable to your customers.
You will gain an understanding on how service operation works to ensure that delivery and support of services matches the agreed and documented requirements of the organisation, both to meet the requirements of today, and also to identify and meet the requirements for tomorrow.
It will also become apparent from the training that service operation is, being customer-facing, a main-player in identifying weaknesses in the design, delivery and support of service provision, driving need for improvement, by giving feedback to other ITIL® lifecycle modules (particularly service transition and service design), and feeding these weaknesses into the continual service improvement (CSI) ITIL® lifecycle phase, which in turn drives improvements (via service improvement plans).
By having a better understanding of the best-practice framework, and in this particular course, Operational Support and Analysis, it will enable you to identify areas for improvement back at the workplace, and allow you to develop your current role further, and help you do your job better.The reward being advancement within your company and a potential to increase your salary!
Adobe Flash Player 10+
We suggest the use of the Firefox web browser for the best educational experience.
To take your web based exam, you will need a computer with a webcam, a microphone and a reliable internet connection.
You will also need administrator rights to install the software that will be used to monitor the exam session.
You will also need photo identification (passport, government ID or equivalent). If your exam includes a document to be printed (for example ITIL Managing Across the Lifecycle case study), the printer will need to be in the room where you take the exam.
Please note, in addition to your webcam, some examination institutes will require you to have a small mirror or reflective surface. The proctor will ask you to hold this up to show that there is nothing attached to the webcam or laptop itself.
For a successful exam, you will need:
|Web Camera||640×480 resolution||1280×720 resolution|
|PC Users||Windows XP||Windows 7|
|Mac Users||Mac OS X or higher||Mac OS X 10.7 Lion|
|Internet Download Speed||.768 Mbps||1.5Mbps|
|Internet Upload Speed||.384 Mbps||1.5Mbps|
Acceptable browsers are:
Internet Explorer 7, 8, 9, 10
Adobe Flash Player and Shockwave must also be installed before you begin the exam.
You are required to have completed the ITIL® Foundation (V3 or 2011 edition) Certificate in IT Service Management.
Please Note: Axelos requires evidence of this certificate. In order to book the online course and exam you must provide an e-copy of your ITIL® Foundation Certificate - Please ensure you forward this to your Account Manager so we are able to order your online course and examination without delay.
It is not compulsory but it is recommended that you purchase the following volumes:
The latest ITIL® Core Volumes can be purchased through Purple Griffon for £85 per volume or £299 for the complete set of 5 volumes.
Exam Duration: 90 minutes
Exam Format: Closed book, multiple choice
Exam Delivery: Online, webcam proctored.
Exam Pass Mark: 70% (28/40 marks across 8 questions)
Exam Value: 4 ITIL® credits
Our ITIL® Operational Support & Analysis course provides you with 4 Credits towards the ITIL® Expert Qualification.
ITIL® Operational Support & Analysis Certificate
Contact one of our helpful Account Managers who will be able to assist you in deciding your next steps – whether this is sitting another Lifecycle course or a Capability or Specialist course.
By achieving a pass mark in the ITIL® Operational Support & Analysis exam, you will be awarded 4 points towards your ITIL® Credit Score, with a total of 22 points being required in order to be awarded the ITIL® Expert certification.