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4/5 days

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in ITIL ® Foundation Certificate which shall be presented as documentary evidence to gain admission.
Course 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.

Method of Delivery
Classroom presentation
Presentation slides with the help of White Board.

The method of delivery is highly interactive and designed to present the information in memorable and manageable segments.

Each delegate/candidate will receive a comprehensive course handout containing all of the course slides and relevant supporting documentation.

Throughout the course, delegate’s understanding of the material will be tested through the use of interactive discussion and mock exam(s).

Course Time
09:00 Hrs to 17:30 Hrs

Course Outline

The following topics are addressed in the training course ITIL®- Capability Module Operational Support and Analysis (OSA):

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
❋ Service Management as a Practice;
❋ Service Operation Principals;
❋ The Processes pertaining to Operational Support and Analysis across the Service Lifecycle;
❋ Specific emphasis on the Service Operation Lifecycle processes and roles included in:
❋ Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or
❋ the delivery of an IT service;
❋ Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels;
❋ Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products;
❋ Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented;
❋ Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users;

ITIL® operational activities of processes covered in other Lifecycle phases such as:
❋ Change Management;
❋ Service Asset and Configuration Management;
❋ Release and Deployment Management;
❋ Service Validation and Testing;
❋ Capacity Management;
❋ Availability Management;
❋ Knowledge Management;
❋ Financial Management for IT Services;
❋ IT Service Continuity Management.
❋ Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management;
❋ Service Operations and Support Service Operation roles and responsibilities;
❋ Technology and Implementation Considerations;
❋ Challenges, Critical Success Factors and risks.

ITIL Intermediate Capability Module Examination:

Eight (8) multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of 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.
Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary) Pass score - 28/40 or 70%

Follow on Courses to enhance your knowledge further
Choices will depend on the candidate's individual career goals and objectives. Please go through ITIL Official website.


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