ITIL® Operational Support & Analysis Online (90 Days) Training Course

ITIL® Operational Support & Analysis Can Be Used To Create A Stable IT Infrastructure

Proctored Exam

90 Days Access

£719 (Excl. VAT)€827 (Excl. VAT)$899 (Excl. VAT)

Introduction

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.

Payment Details

Full payment is required before your elearning order can be processed. Once payment has been confirmed, the elearning order will be passed to our administration department for set-up and processing.

Access to Your E-Learning

A personal login for our Learning Management System will be created for you and you will receive an email containing details of the URL, username and password.

Please Note

* Depending on when the initial order is taken, it may take up to 48 hours to process.
* Your course access time will only trigger and commence when you first log in.

Course Outline

Introduction to Operational Support and Analysis
Operational Support and Analysis Processes and Functions:
- Event Management
- Incident Management
- Request Fulfilment
- Access Management
- Problem Management
- Service Desk
- Technical Management
- Application Management
- IT Operations Management
Technology and implementation considerations
Preparing for the exam

Description

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

About the Course

Our ITIL® Operational Support & Analysis course contains 10 easy to absorb lessons covering ITIL® terminology, structure, concepts and processes.

Who Should Attend

Are an individual who requires a detailed understanding of the Operational Support & Analysis processes and how they may be used to enhance the quality of IT service support within an organisation.
Are an IT professional working within an organisation that has adopted and adapted ITIL® and needs to be informed about and thereafter contribute to an on-going service improvement programme
Are a member of Operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management

Materials Provided

ITIL® Operational Support & Analysis Online (90 Days) Includes:

Videos
Quizzes
Exercises
Study guides
Official Syllabus
Sample exam

Your access duration time starts as soon as you access the course, or after 28 days - whichever is sooner.

Organisational Benefits

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.

Individual Benefits

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!

Technical Requirements

WINDOWS

Screen Resolution: 1020 x 768 or above
Network/Internet Connection: 4Mb (megabits) or above
Windows XP or higher
Microsoft Internet Explorer 6+
Firefox 3+
Safari 4+

MAC

Screen resolution: 1020 x 768 or above
Network/Internet connection: 4Mb (megabits) or above
Mac OS X 10 or higher
Firefox 3+
Safari 4+

Adobe Flash Player 10+

Compatible speakers/headphones.

We suggest the use of the Firefox web browser for the best educational experience.

Prerequisites

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.

Prereading

It is not compulsory but it is recommended that you purchase the following volumes:

ITIL® Service Strategy
ITIL® Service Design
ITIL® Service Transition
ITIL® Service Operation
ITIL® Continual Service Improvement

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 Overview

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

Exam Type

Proctored Exam

Professional Development Units - PDU's

Our ITIL® Operational Support & Analysis course provides you with 4 Credits towards the ITIL® Expert Qualification.

Qualifications

ITIL® Operational Support & Analysis Certificate

Next Steps

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.

Conclusion

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.