ITIL^® Intermediate Qualification:
Operational Support and Analysis

What is this course about?

In this course, you learn how to plan, manage and optimize the operational support and analysis processes. Through lectures, assignments, practice exams and review sessions, you gain the knowledge to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam.

Who will benefit from this course?

This course is valuable for those who want to a detailed understanding of the achieve the ITIL Intermediate Qualification: Operational Support and Analysis Certificate. This course is also valuable for those who need a detailed understanding of the operational support and analysis processes.

Which ITIL processes are covered in this course?

The ITIL Operational Support and Analysis Certification syllabus covers the following topics:

• Introduction to operational support and analysis
• Event management
• Incident management
• Request fulfillment
• Problem management
• Access management
• Service desk
• Common OSA functions (technical management, IT operations management, application management)
• Technology and implementation considerations

Does this course count toward the ITIL Expert certification?

Yes. Once you achieve the ITIL Intermediate Qualification: Operational Support and Analysis Certificate, you earn four credits toward the ITIL Expert certification. To achieve the ITIL Expert certification, you need to earn a minimum of 22 credits. See: http://www.itil-officialsite.com/qualifications/creditprofiler.aspx

Has this course been updated to ITIL 2011?

Yes. This course has been updated to ITIL 2011.

What background do I need?

You must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert certificate achieved via a bridging route. Two to four years of professional experience working in IT service management is highly desirable.

It is also recommended that you:

• Can demonstrate familiarity with IT terminology and understand operational support and analysis within the context of your own business environment;
• Have experience working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines: event management, incident management, request fulfillment, problem management, access management, service desk, technical management, IT operations management, and application management; and
• Complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Operation core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

What changes were made to the ITIL Service Operation book for ITIL 2011?

Process flows have been updated or added for all processes including request fulfillment, access management and event management. Key principles, including guidance around service requests and request models, and proactive problem management, have been clarified. The publication has been updated to explain how basic events flow into filters and rule engines to produce meaningful event information. The relationship between application management activities versus application development activities is also clarified. Other clarifications include an expanded section on problem analysis techniques, coverage of procedure flow for incident matching, and further guidance for escalating incidents to problem management. In addition, the guidelines for managing physical facilities has been expanded.

How much time is spent on each topic?

What's the difference between the Lifecycle and Capability certificates?

The Lifecycle stream-which includes the service strategy qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organization.

The Capability certificates, which are made up of four modules, are geared toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.

How much time do I have to take the exam and what's the pass score?

You have 90 minutes to complete the multiple-choice, scenario-based exam. You must correctly answer 70% of the answers to pass.

What is the relationship between Learning Tree, the APM Group (APMG) and the Cabinet Office?

Both Learning Tree and this course have been accredited by the APM Group. As an accredited training organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. APM Group is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance developed and owned by the Cabinet Office aimed at helping organizations and individuals manage their projects, programs and services.

How does this course relate to other Learning Tree courses?

The following Learning Tree courses are part of the ITIL Capability stream:

• 997, ITIL® Intermediate Qualification: Planning, Protection and Optimization 
• 996, ITIL® Intermediate Qualification: Release, Control and Validation 
• 998, ITIL® Intermediate Qualification: Service Offerings and Agreements 

These courses are part of the ITIL Lifecycle stream:

• 982, ITIL® Intermediate Qualification: Service Strategy 
• 993, ITIL® Intermediate Qualification: Service Design 
• 992, ITIL® Intermediate Qualification: Service Transition 
• 991, ITIL® Intermediate Qualification: Service Operation 
• 994, ITIL® Intermediate Qualification: Continual Service Improvement