ITIL v3 Operational Support & Analysis

IMPORTANT – The ITIL v3 Operational Support & Analysis certification course will be retiring on December 31, 2021. You must write and pass your exam before this date, as there will be no option for an extension or retake. 


ITIL v3 has been updated with major changes and is now ITIL 4. Read our blog to learn about the key differences between these two frameworks. Click here for the ITIL 4 Foundation Certification Course description.

This course prepares you for the exam leading to the ITIL Intermediate Certificate: Operational Support & Analysis. In addition, this certification contributes four credits towards the "ITIL Expert" certification. See the ITIL certification scheme for more details.

COURSE OVERVIEW

This official ITIL capability certification course enables you to master the key ITIL processes needed to create a stable IT infrastructure that business can rely on. It includes a mix of instructor-led training and hands-on exercises to help participants learn about the practical application of the ITIL concepts, organizational structures, roles, functions and process activities related to the following processes:

  • Incident Management
  • Problem Management
  • Request Management
  • Event Management
  • Access Management
LEARNING OUTCOMES

  • How OSA processes and functions bring value to the business in supporting the service lifecycle
  • In-depth review of the key processes, and their associated activities, functions, roles, responsibilities, challenges, risks and critical success factors:
    • Incident Management: Focuses on restoring services back to normal operations as soon as possible, according to agreed service levels
    • Problem Management: Focuses on the prevention of Problems and the elimination of recurring Incidents
    • Request Fulfillment: Manages the fulfillment of requests for services, with a goal of providing quick and effective access to standard services which business staff can use to improve their productivity
    • Event Management: Focuses on any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
    • Access Management: Grants authorized users the right to use a service, while preventing access to non-authorized users
  • In-depth review of these critical related functions:
    • IT Operations Management
    • Technical Management
    • Application Management
    • Service Desk
  • The impact operational support and analysis has on operational activities and other processes such as Change, Configuration, Release & Deployment, Capacity, Availability, Knowledge, Financial, and IT Service Continuity Management
  • Technology and implementation considerations
WHO SHOULD ATTEND?

Individuals who have attained the ITIL Foundations Certificate in IT Service Management and who wish to advance to higher level ITIL certifications

Individuals involved in the OSA processes and functions identified above, and who require a deep understanding of how they may be used to enhance the quality of IT service support within an organization

IT professionals working within an organization that has adopted ITIL and who need to be informed about and thereafter contribute to an ongoing service improvement program

PREREQUISITES

To gain admission to this course, you must possess the ITIL Foundation Certificate In IT Service Management (attained through the ITIL Foundations course).

EXAM & CERTIFICATION

  • This course prepares you for the examination leading to the ITIL Intermediate Certificate: Operational Support & Analysis. A 90-minute exam – administered by PeopleCert® - consisting of eight multiple choice, scenario-based, gradient scored questions.
  • You must attain a mark of 70% to pass the exam and gain four credits towards “ITIL Expert” status. Learn about the “ITIL Expert” credit system.
  • After completion of this course, you may apply for self-directed learning PDUs through PMI. Certificate of attendance is available upon request.
COURSE E-MATERIALS

Material for this course will be provided in downloadable soft copy. However, if you prefer, you may print the files according to the Pink Elephant Terms of Use.

MULTIPLE OPTIONS FOR HOW YOU CAN ATTEND THIS COURSE

If you would like more information on any of these options below, please call us at 1-888-273-PINK, email us at info@pinkelephant.com, or ask your questions via our convenient Chat window at the bottom-right corner of this page.

Training Method Description Purchase Options
Self-Paced Online (SPO) Learn at your own pace from your computer, anywhere at any time. Get the FULL course in e-learning format for 12 months. If you are an individual:
  • Purchase below in the shopping cart.
If you are looking to train your team:
  • Purchase a Team SPO Training Pass – purchasing your seats in bulk means volume discounts, which vary depending on how many seats you purchase at once.
To get a quote, open the Chat window below, or contact info@pinkelephant.com.
Virtual, Live Team Training On dates convenient to you; exclusively for your team, hosted live online by our expert instructor. If you are an individual:
  • This option is not applicable.
If you are looking to train your team: Click here to read a case study profiling how an organization has recently and very successfully utilized virtual team training.
Onsite, Live Team Training On dates convenient to you; exclusively for your team live, and at your location with our expert instructor. If you are an individual:
  • This option is not applicable.
If you are looking to train your team:
  • Onsite team training is currently not offered because of COVID-19 and social distancing protocols.
ITIL 4 CERTIFICATION COURSES

  1. ITIL v3 courses are only available until all ITIL 4 courses are introduced. Click here for a list of available ITIL 4 courses
  2. If you are an ITIL Expert you qualify for the ITIL 4 Managing Professional Transition course. This is the course that bridges you from ITIL v3 to ITIL 4. Click here for more details.
SHOPPING CART

View terms and conditions related to public courses.

Fees do not include applicable tax, which is payable for all events presented in Canada.

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Course Summary

Duration :
In-House: 4 Days
Self-Paced Online: 12 Months

Formats Offered:
Self-Paced Online

In-House
  • Live Classroom
  • Web-Based

Exam Provider:
PeopleCert

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Course Dates for ITIL v3 Operational Support & Analysis
How
When
Where
Course Fee
Self-Paced Online
Self-Paced
Anytime
Anywhere
USD 995.00