Is this course accredited?
Yes, it is accredited by the APMG.
What is the experience of the Instructor(s) delivering my course?
All of our instructor are fully accredited and have over ten years of experience in ITIL methodologies
What do The Knowledge Academy provide me on the course?
We provide pre-course reading, The Knowledge Academy courseware folder, official certificates and refreshments.
Does the course include an exam?
Yes, the course includes the ITIL Service Capability Operational Support and Analysis exam.
Are there any prerequisites for the ITIL Service Capability Operational Support and Analysis examination?
Candidates must achieve a pass at ITIL Foundation level before completing the ITIL Service Capability Operational Support and Analysis exam.
What is the structure of the exams?
There is a multiple choice exam taken on the final day of the course.
What time shall I arrive at the venue?
Please arrive at your training venue for 08:45am
The Knowledge Academy ITIL® Service Capability - Operational Support and Analysis 5 day course covers the following topics:
The Knowledge Academy Materials and Trainers
The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.
Pre-Reading Material
It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are advised to purchase and read the following publication in advance of the course ISBN 9780113313075
It is also strongly recommended that candidates:
Can demonstrate familiarity with IT terminology and understand the context of Service Strategy management in their own business environment
Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Deployment Management and Evaluation Management
Complete the pre-course work which includes reading the Key Element Guide for Operational Support and Analysis. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Transition and Service Operation books—in advance of attending the training will help with overall understanding of the course.
It is recommended that Intermediate courses require approximately 1 hour of home study each evening.
APMG Intermediate examination
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.
The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.
Course Content
Candidates can expect to gain knowledge and understanding in the following:
Introduction to Operational Support and Analysis
The concept of Service Management as a practice
How it delivers value to customers and the business
The underpinning processes and functions that support the Service Lifecycle
Which stages of the Service Lifecycle contribute to Operational Support and Analysis how they interact
Event Management
The Event Management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
Efficient Event Management and provide examples of how it is used to ensure Quality Service within OSA
The benefits and business value that can be gained from Event Management
Incident Management
The Incident Management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
The measurement model and the metrics that would be used to support Incident Management within OSA practices
The benefits and business value that can be gained from Incident Management
Request Fulfilment
The Request Fulfillment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
The measurement model and the metrics that would be used to support Incident Management within OSA practices
The Benefits and business value that can be gained from Request Fulfillment as related to OSA
Problem Management
The end-to-end process flow for Problem Management inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
A measurement model and the metrics that would be used to support Problem Management within OSA practices
The benefits and business value that can be gained from Problem Management
Access Management
The end-to-end process flow for Access Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
A measurement model and the metrics that would be used to support Access Management within OSA practices
The benefits and business value that can be gained from Access Management as related to OSA
The Service Desk
The complete end-to-end process flow for the Service Desk function inclusive of design strategy, components, activities and operation as well as any interfaces with other processes or lifecycle phases
The Service Desk validation components and activities (e.g. Service Desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure Quality Service within OSA
A measurement model and the metrics that would be used to support the Service Desk function within OSA practices
Functions
The end-to-end process flow for OSA Functions (i.e. Technical Management, IT Operations
Management, and Applications Management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
The benefits and business value that can be gained from functions as related to OSA
Technology and Implementation considerations
Technology requirements for Service Management tools and where/how they would be used within OSA for process implementation
What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies
- The Knowledge Academy Courseware Book
- Official Exams
- Certificate
- Experienced Instructor
- Refreshments
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