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ITIL® 2011 Intermediate: Operational Support and Analysis

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ITIL® 2011 Intermediate: Operational Support and Analysis

Successful implementation of ITIL® Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimize the Operational Support and Analysis processes and gain the skills required to take the ITIL® Intermediate Qualification: Operational Support and Analysis Certification Exam.

This course is valuable for those who want to achieve ITIL® Operational Support and Analysis certification. The ITIL® V3 Foundation Certificate (or v2-V3 bridge equivalent) is required to take the ITIL® Certification Exam on the final day.

Through workshops, you gain knowledge of the Operational Support and Analysis processes. Workshops include:

  • Managing incidents and events in the provision of IT services
  • Returning to normal operations
  • Providing quick and effective access to standard services
  • Eliminating recurring incidents and minimizing unpreventable incidents
  • Prepare for and take the ITIL® Operational Support and Analysis Exam
  • Outline key activities for the Operational Support and Analysis processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Operational Support and Analysis processes, activities and functions
  • Evaluate the success of Operational Support and Analysis by applying key metrics

Workshop Content

  • Introduction and Overview
  • Core Service Operation Processes
  • Event Management
  • Incident Management
  • Request Fulfi llment
  • Problem Management
  • Access Management
  • Service Desk
  • Service Operation Functions
  • Technology Considerations
  • Implementation Considerations

Format of the Examination

Type: 8 Complex Multiple choice, scenario based questions
Duration: 90 minutes.
Proctored: Yes
Open Book: No
Pass Score: 70%, 28 out of 40
Delivery: Paper Based

 

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ITIL® 2011 Intermediate: Operational Support and Analysis

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