ITIL® Intermediate Capability – Operations, Support & Analysis
This course is a five-day classroom training relevant for professionals who play a role in the daily implementation and execution of activities covered under Operational Support and Analysis in order to deliver business value delivered through quality IT services. This course is a free-standing qualification and is also part of the ITIL® intermediate capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management as documented in the official ITIL® Service Lifecycle publications. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the five-day classroom training, the certification exam may be taken.
The ITIL® Operational Support and Analysis certificate is awarded to candidates passing the examination. Participants will also earn 35 Project Management Institute (PMI) Professional Development Units upon course completion.
This course and qualification presents a complete overview of Operational Support and Analysis (OSA) including all its related activities. The course is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle. Candidates can expect to gain key competencies related to this certification.
- Introduction to OSA
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
- The Service Desk
- Technology and Implementation Considerations
Pre Course Reading Materials
It is recommended but not mandatory for course participants to complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Lifecycle publications covered under the official ITIL® OSA syllabus in preparation for the examination.
Delegates who successfully complete the course and pass the examination will be recognized as certified with ITIL® Operational Support and Analysis Intermediate certificate under the APMG certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.
Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management, which must be presented as documentary evidence to gain admission.
Candidates who hold the following ITIL® qualifications are also eligible, and similar evidence will be required:
• Earlier ITIL® (V2) Foundation plus Foundation Bridge
• ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).
The examination duration is 90 minutes and is a closed-book paper containing 8 scenario-based gradient-scored MCQ (multiple choice questions). Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.