Talk to us


We are experts in IT and Business management trainings. We are passionate about helping our clients achieve their goals!

ITIL® Interm. - Operational Support & Analysis

Difficulty level: Duration in days: Delivery options:


Classroom based

  • The ITIL® Intermediate Certificate in Operational Support and Analysis forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of the operational support processes and roles across the Service Lifecycle.

    This course will enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice across the Service lifecycle in processes pertaining to Operational Support and Analysis. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Operational Support and Analysis worth 4 credits.
  • This course will enable participants to:
    • Understand the importance of Service Management as a Practice
    • Recognise the importance of Operational Support and Analysis while providing service
    • Appreciate how all processes in Operational Support and Analysis interact with other Service Lifecycle Processes
    • Identify the processes, activities, methods and functions used in each of the Operational Support and Analysis processes
    • Identify the Service Operations and Operational Support roles and responsibilities
    • Explain how to measure Operational Support and Analysis
    • Understand the technology and implementation considerations surrounding Operational Support and Analysis and the associated Challenges and Risks
  • This course is aimed at individuals who have attained the V3 ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications. It will benefit delegates who require a deep understanding of Operational Support and Analysis processes and how they may be used to enhance the quality of IT service support.

    Individuals who may find this course of interest include IT professionals that are working within an organisation that has adopted and adapted ITIL® and who need to be informed about and contribute to a service improvement programme, as well as operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management and Application Management, and who wish to enhance their role-based capabilities.
  • There is a pre-requisite for taking certification exam to attend accredited training and to have ITIL® Foundation certificate. However you can attend on course only without taking exam nevertheless.
    • 8 complex multiple-choice questions (multi-part, scenario-based, gradient-scoring),
    • closed book,
    • 90 minutes (30 minutes additionaly for all non-native english speaking delegates),
    • 70% pass mark required.
  • Event Event Date Event End Date Location Individual Price Register
    ITIL® Overview on-line 24x7 24x7 on-line 200,00€
    ITIL® Foundation on-line 24x7 24x7 on-line 350,00€

Course Contents

    • Purpose, Goal, Objectives and Scope
    • Key Concepts and Activities
    • Key Metrics and Challenges
    • Service management as a practice
    • The service value proposition
    • Optimizing operational service performance
    • The role of OSA processes in the lifecycle
    • How OSA supports the service lifecycle
  • Processes:
    • Event Management
    • Incident Management
    • Request Fulfilment
    • Problem Management
    • Access Management
    • Service Desk
    • IT Operations Management
    • Technical Management
    • Application Management
    • Generic technology requirements
    • Evaluation criteria for technology and tooling for process implementation
    • Planning and implementing service management technologies
    • Assessing and managing the project, risk and staffing for process implementation
    • Identifying the critical success factors and risks related to implementing practices and processes
    • Managing change in service operation
    • Examining implementation aspects of service operation and project management
    • Assessing and managing risk in service operation
    • Operational staff considerations in service design and transition
    • How to plan and implement service management technologies

Client Testimonials

  • Well structured course – good balance between lecturing , good practices and productive interactions. You helped me to learn and understand more IT based processes. Thank you.
    Mrs. Natira Dika-Krluku Macedonian Telekom
  • ITSM Center not only helped me achieve the ITIL certifications but also provided me the practical insights to improve my day to day work and help my organization achieve ITIL Standards.
    Mr. Granit Gjoni Balfin
  • ITSM CENTER and its lecturer created an impacting experience from which I came out richer in skills and knowledge. I would certainly recommend this workshop to my teammates and colleagues.
    Mr. Matija Benčina Telekom Slovenia
  • Course enables you to learn about the theoretical basis in a structured and understandable way. It is much easier to get a grasp on the subject matter when the lecturer is knowledgeable and ties together theoretical knowledge with practical wisdom.
    Mr. Jan Šuen Slovenian Railways
  • All courses I have taken in ITSM center contributed in a substancial manner to optimize internal processes. Special thanks to lecturer who was willing to consider live company cases during the course.
    Mr. Žiga Mrak Bayer
  • The course is nicely structured and clearly outlines the management principles. It also gives us a detailed description of the processes as well as roles and responsibilities of the people.
    Mr. Chellappan N. Nandakumar Telekom Slovenia

Discover. Learn. Become.


Discover and explore what you wish to learn and what knowledge will help you boost your career.


Attend on our classroom based or on-line self paced training to gain needed experience and knowledge to fill the gap.


Become certified professional with world's leading and recognised certificates to showcase your competencies.

Subscribe to our newsletter

Talk to us

+386 1 2425 866

Cookies make it easier for us to provide you with our services. With the usage of our services you permit us to use cookies.
More information Ok