This five-day instructor-led course includes a 90 minute examination, consisting of 8 multiple choice, scenario-based, gradient scored questions.
Each question will have four possible answer options, one is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark and one which is a distractor and achieves no marks. Students must achieve a score of 28 out of 40 (or 70%) in order to have passed this examination.
The course itself provides students with an introduction to the Service Lifecycle as a whole, and focuses on the processes and roles from within the ITIL guidance on Operational Support and Analysis that offers students a balanced knowledge of ITIL practices that have direct interaction and dependencies in their daily use.
This course is designed as a free-standing qualification which is intended to enable students to apply the practices and carry out the activities during the Service Management Lifecycle.
Successfully attaining the ITIL Intermediate Certificate for Operational Support and Analysis provides 4 credits towards the maximum 22 required in order to achieve the ITIL Expert qualification.
Module 1: • Event Management
Module 2: • Incident Management
Module 3: • Request Fulfilment
Module 4: • Problem Management
Module 5: • Access Management
Module 6: • Service Desk
Module 7: • Technical Management
Module 8: • IT Operations Management
Module 9: • Application Management
• This course is intended for individuals who require a deeper understanding of Operation, Control and Analysis processes, and how they can be used to enhance the quality of IT services within their organisation.
• This course is also appropriate for IT Professionals working in an organisation which has adopted ITIL and need to be informed so they can contribute to service improvement initiatives.
• This course is also suitable for Operation staff working within service desk, and applications support and operations, including service operation and facilities management, who wish to enhance their capabilities.
Students participating in this course must have either:
• The ITIL version 3 Foundation certificate, or • Version 2 Foundation plus version 3 Foundation Bridge certificate, and • At least 2 years of professional experience working in IT Service Management.
It is also recommended that students :
• Read the Service Operation books and familiarise themselves with the other core publications in advance.
