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The ITIL V3 Capability Operational Support and Analysis training is a hands-on course for participants who want to progress to the role of process manager, process owner or team leader of one of the Operational Support and Analysis processes and/or functions. A practice-oriented exam for organizations that work according to ITIL® and apply IT Service Management. Emphasis is placed on operational principles and processes across the entire service lifecycle. Analysis of services and continuity of delivery are essential.
The ITIL® Intermediate – IT Operational Support and Analysis will no longer be available from 1 January 2022.
Check out the following replacement modules, which are also on the IT service management overview page can be found:
The training is interesting for ICT professionals, process managers and/or process owners who want to develop competencies in applying, analyzing and improving operational activities and the optimization of ITIL® Service Operation Lifecycle processes and/or functions.
For the ITIL Intermediate Module – Operational Support and Analysis module you need an ITIL V3 Foundation certificate.
The level of the ITIL Intermediate Module – Operational Support and Analysis module is MBO+.
4 days, with on the 4e day at the end of the exam.
During the exam, the following topics and competencies are discussed: Event Management process; Incident Management process; Request Fulfillment process; problem management process; Access Management process; Service Desk function; Technical Management function; Application Management function; IT Operation Management function.
Multiple-choice exam, 90 minutes, closed book.
28 points needed to pass (out of 40 points available).
More information can be found from the official provider, that is peoplecert.
If you register your company for an Operational Support and Analysis in-company via D-ICT Solutions, you can always have one of our trainers/consultants visit you (or virtually) for a BISL Foundation implementation session. During this afternoon or morning you will receive advice with regard to optimizing or setting up Operational Support and Analysis within your organization by a certified ITIL expert.
