ITIL® V3 Operational Support and Analysis Capability – Virtual Instructor-Led

• Individuals who have their ITIL V3 Foundation Certificate (or the ITIL V2 Foundation + V3 Foundation Bridge Certificate) who want to pursue the intermediate and advanced level ITIL Certifications.
• Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
• IT professionals involved in IT Service Management implementation and improvement programs.
• Typical roles include (but are not restricted to): IT professional, IT/business manager and IT/business process owner, and IT practitioner.

• Understanding of the importance of Service Management as a Practice concept and Service Operation principles, purpose and objective
• The importance of ITIL Operational Support and Analysis while providing service
• How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
• What are the processes, activities, methods and functions used in each of the ITIL Operational Support and Analysis processes
• How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
• Explain how to measure ITIL Operational Support and Analysis
• The importance of IT Security and its contributions to ITIL Operational Support and Analysis
• Understanding of technology and implementation considerations surrounding ITIL Operational Support and Analysis
• Challenges, Critical Success Factors and Risks associated to ITIL Operational Support and Analysis

• A maximum of 12 students can attend this course with 1 instructor
• Online classroom with breakout sessions, chat, audio and interactive activities
• Previous ITIL Certificate numbers need to be provided prior to the start of the course
• Course runs 8:00 – 5:00 each day.  Vouchers for exams are given to students. Students schedule exams and provide exam proctor through Loyalist. 

• Hold an ITIL V3 Foundation Certificate or ITIL V2 Foundation + V3 Foundation Bridge Certificate
• Complete at least 12 hours of personal study - ideally, candidates should have read the pertinent areas of the ITIL publications and in particular the Service Operation publication
• There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable

• Students receive a copy of the course syllabus, classroom presentation material, practice exam, case study, homework and assignments.

• Upon successful passing of the ITIL V3 Operational Support and Analysis Capability exam, the student will be recognized with 4 credits in the ITIL V3 Qualification Scheme.
• Project Management Institute – Professional Development Units (PDUs) = 38

• We will give a voucher for one exam re-take (provided the first exam was scheduled and taken within 3 business days of the end of the training course).
• Our instructors will be available to the student for questions.
• We will provide materials to assist the student's study for the exam.
• The student may re-attend an open enrollment class at no cost in preparation for the exam but will need to bring the class material from the original class.

Schedule