What is this course about?

In this course, you learn how to plan, manage and optimise the Operational Support and Analysis processes. Through practical workshops, you gain the knowledge to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam.

Who will benefit from this course?

This course is valuable for those who want to a detailed understanding of the achieve the ITIL Intermediate Qualification: Operational Support and Analysis Certificate. This course is also valuable for those who need a detailed understanding of the Operational Support and Analysis processes, including CIOs, senior IT managers, IT supervisors and IT operation practitioners.

Which ITIL processes are covered in this course?

The Operational Support and Analysis Certificate covers the following key ITIL processes and role areas:

• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Service Desk
• Technical Management
• IT Operations Management
• Application Management

What background do I need?

You must hold the ITIL v3 Foundation Certificate or the v3 Foundation Bridge Certificate to attend the course and take the ITIL Certification Exam on the final day of class.

It is also strongly recommended that you:

• Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management in your own business environment,
• Have exposure working in a Service Management capacity within a service provider environment, with responsibility relating to at least one of the following Service Management processes: Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Applications Management,
• Complete the pre-course work, which includes reading the Key Element Guide Service Operation, reviewing the certification syllabus and reading the ITIL Service Lifecycle core publications-in particular, the Service Operation book-in advance of attending the course.

Does this course count toward the ITIL Expert certification?

Yes. Once you achieve the ITIL Intermediate Qualification: Operational Support and Analysis Certificate, you earn four credits toward the ITIL Expert certification. To achieve the ITIL Expert certification, you need to earn a minimum of 22 credits.

The APMG has released the ITIL Credit Profiler: http://www.itil-officialsite.com/itilservices/v1/map.asp. This online tool allows you to map your current v2 and v3 qualifications against the v3 scheme. The Credit Profiler helps you determine how many credits you currently hold within the scheme, and to assess and decide on the best route for v3 certification. This tool also provides recommendations, and you are free to choose a selection of modules based on your own educational and certification requirements.

What's the difference between the Lifecycle and Capability certificates?

The Lifecycle and Capability certificates comprise the two streams, or branches, of the ITIL v3 intermediate-level qualification scheme.

The Lifecycle stream consists of five modules or certifications. These certifications focus on the Service Lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality Service Management practices in an organisation.

The Capability certificates-which includes the Operational Support and Analysis Certificate-is made up of four modules. These certifications are geared toward those who want a thorough understanding of v3 processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire Service Lifecycle.

How much time is spent on each topic?

What kinds of activities are in this course?

Practical assignments offer you multiple opportunities to apply recently learned concepts. In addition, this course includes practice exams. Approximately 45 percent of the course is spent on practical assignments, practice exams and other activities.

How much time do I have to take the exam and what's the pass score?

You have 90 minutes to complete the multiple-choice, scenario-based exam. You must correctly answer 70% of the answers to pass.

Is this course accredited?

Yes! APMG, the official ITIL accreditor, has accredited this course and the instructors who teach it as providing high-quality training in IT Service Management.

Is this course applicable to a Project Management Professional (PMP) certification?

Yes. Although this course is not designed as preparation for the exam, it is beneficial to anyone working toward PMI's PMP certification. For those who are currently certified, completion of this course counts as 30 professional development units (60 units must be completed every three years to maintain certification). For more details, please see the Learning Tree PMI Registered Education Provider Q&A.

If you are an experienced project manager intending to take the PMP exam, you should take Course 276, Preparing for the Project Management Professional (PMP)^® Exam. In this course you learn essential PMBOK^® Guide terminology, tools and techniques. You gain practical test-taking experience through PMI-style practice exams and create your own personal study plan for continued use after the course.

How does this course relate to other Learning Tree courses?

The following Learning Tree courses are part of the ITIL Capability stream:

• 996, ITIL® v3 Intermediate Qualification: Release, Control and Validation 
• 997, ITIL® v3 Intermediate Qualification: Planning, Protection and Optimisation 
• 998, ITIL® v3 Intermediate Qualification: Service Offerings and Agreements 

These courses are part of the ITIL Lifecycle stream:

• 991, ITIL® v3 Intermediate Qualification: Service Operation 
• 992, ITIL® v3 Intermediate Qualification: Service Transition 
• 993, ITIL® v3 Intermediate Qualification: Service Design 
• 994, ITIL® v3 Intermediate Qualification: Continual Service Improvement 

The following ITIL certification courses may also be of interest:

• 197, ITIL® v3: Achieving Foundation Certification 
• 192, ITIL® v3 Foundation Bridge Certificate