Course

ITIL® Operational Support and Analysis

The Operational Support Analysis course can teach organizations and individuals how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers. It also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or programme can provide the high quality and cost effective IT services that are required to meet organizational needs.

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9 Lessons

Objectives

  • 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

Course delivered by TMMS Solutions Private Limited (Under the following brand names) :

  • Consultants Factory
  • ilmil 

Accredited course by Peoplecert

Duration: 40 hours

The exam format is as follows:

  • Multiple choice scenario based examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes’ duration
  • Closed book.
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Course Materials