The ITIL Operational Support & Analysis course will give students the ability to apply their knowledge of operational support and analysis practically. This helps the organisation to implement the management of incidents, problems, events, service desk operations and applications.

During the ITIL Operational Support & Analysis course, students will be taught what impact operational support and analysis has on the activities of the organisation, considerations to be made regarding technology and implementation, the fulfilling of service requests, supporting the service lifecycle and the management of the lifecycle of all problems.

The ITIL Operational Support & Analysis course follows the following syllabus:

• Module 1 – Introduction to Operational Support and Analysis
• Module 2 – Event Management
• Module 3 – Incident Management
• Module 4 – Request Fulfillment
• Module 5 – Problem Management
• Module 6 – Access Management
• Module 7 – The Service Desk
• Module 8 – Common OSA Functions and Roles
• Module 9 – Technology and Implementation Considerations
• Module 10 - Exam Preparation

Upon completion of this course, you will earn 4 ITIL credits that will count towards gaining the ITIL Expert certification which requires a total of 22 ITIL credits.

Exam Details

The ITIL Operational Support & Analysis course exam consists entirely of multiple choice, scenario-based questions and has a pass mark of 70%. You will have 90 minutes in which to answer as many of the questions as possible.