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This intensive interactive course immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery.
The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.
This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.
This course is designed using an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG/EXIN Intermediate Level Certificate Operational Support and Analysis.
Learning Objectives: At the end of this course, the learner will gain competencies in:
Understanding Service Management as a Practice, Service Operation principles, purpose and objective
Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
The activities, methods and functions used in each of the Operational Support and Analysis processes
The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
How to measure Operational Support and Analysis performance
The importance of IT Security and how it supports Operational Support and Analysis
Understanding technology and implementation requirements in support of Operational Support and Analysis
The challenges, critical success factors and risks related with Operational Support and Analysis
As well as preparing participants for the exam.
Audience: The Operational Support and Analysis Capability course will be of interest to:
Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse 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 Fulfilment 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. A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.
By developing participants’ knowledge regarding the ITIL framework it will enable:
The establishment of a common language between the business and IT.
Readiness for Operational Support and Analysis implementation and maintenance
Consistency in support of IT Services.
Staff better understand their role within the entire Service Lifecycle
ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation Certificate plus Bridge Certificate. It is highly recommended that you read the Operational Support and Analysis book prior to commencement of this program.
The program combines short presentations supported by accredited trainer audio. There are also quizzes and exercises (marking scheme provided) to ensure learners are testing their knowledge and competency to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the multiple-choice APMG/EXIN examination.
This program is an eLearning Program.
Access to presentation with trainer audio
The Art of Service Operational Support and Analysis Book
Exercises + Answers (where applicable)
Mock Exam questions
About the Examination and Certification:
Completion of the Operational Support & Analysis Capability course from an Accredited Training Provider (The Art of Service) is required to sit the exam.
It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the ITIL® v3 Service Operation book in preparation for the examination.
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum 90 minutes (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
Pass score is 28/40 or 70%