ITIL® V3 Operational Support and Analysis Certification Training

Purchase Options
Course with Exam
  • Course Delivery: The Course is taken online
  • Exam Delivery: The Exam is delivered online
  • Length of Access: 1 year
  • Features: 24/7 Access, Real Instructors, Classroom Materials and Exercise Guides.
  • Exam Details: Click here to view
$795.00 Add to Cart
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Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Course Introduction: ITIL® 2011: Operational Support and Analysis
8 min
01: Exam Tips
7 min
02: Service Management as a Practice: Introduction
21 min
03: Service Management as a Practice: Key Concepts
23 min
04: Service Management as a Practice: Service Design
27 min
05: Service Operation Activities & Technical Management Function
14 min
06: IT Operations Management Function
8 min
07: Application Management Function
22 min
08: Service Desk: Purpose, Objectives, Types & Activities
25 min
09: Service Desk: Roles, Metrics & Outsourcing
25 min
10: Request Fulfillment: Policies, Concepts & Activities
23 min
11: Request Fulfillment: Roles, Inputs/Outputs, Metrics & Challenges
12 min
12: Access Management: Policies, Concepts & Activities
16 min
13: Access Management: Roles, Inputs/Outputs, Metrics & Risks
20 min
14: Event Management: Policies, Concepts & Activities
19 min
15: Event Management: Roles, Inputs/Outputs, Metrics & Challenges
18 min
16: Incident Management: Policies, Concepts & Activities
24 min
17: Incident Management: Roles, Inputs/Outputs, Metrics & Risks
20 min
18: Problem Management: Policies, Concepts & Activities
24 min
19: Problem Management: Roles, Inputs/Outputs, Metrics & Risks
23 min
20: Service Management Technology
10 min
Total:
6 hrs 33 mins
Meet Your Instructor

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

Get Your Course Materials

Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Enlarged Slides
  • Exercise Guide
  • Training Plan
  • Course Syllabus
  • Sample Exams
  • 2011 Summary of Updates
  • ITIL Maturity Model Information
  • ITIL Certification Scheme
  • PMP PDU Information
Course Links

Course Links

These links are activated when you purchase this course.

  • Course Survey
Course Transcript

Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Letter of Course Attendance

Letter of Course Attendance

You will be awarded a Certificate of Completion when you finish this course. You will be able to print or email the certificate and share your accomplishment with everyone.

How to Take Your Exam

How to Take Your Exam

GogoTraining's ITIL® 2011: Operational Support and Analysis course is Accredited by AXELOS and PEOPLECERT and fully qualifies you to sit for the ITIL Operational Support and Analysis exam. 

10% Off Your ITIL Operational Support and Analysis Exam

Get your exclusive 10% discount when you purchase your ITIL Operational Support and Analysis Exam from GogoTraining

PEOPLECERT's price: $399/Your Price: $359.  You Save $40.

All exam orders are processed within 24 hours Monday to Friday.  Once your exam is ordered you will receive an immediate informational email directly from PEOPLECERT which will include a link for you to register and take your exam.  if you have any questions, Contact GogoTraining.

How GogoTraining Prepares You to Pass Your Exam

All GogoTraining ITIL courses come with a Training Plan to help you master the material in the course and 2 sets of Official Sample Exams for you to take upon completion of the course and the course exercises so you can test your knowledge.  At the end of the course you will receive a Certificate of Completion from GogoTraining.  In order to be considered Certified in this area you will need to take the Official ITIL Exam given by PEOPLECERT.

Course Transcripts and Certificates of Completion come with this course and you will use these official documents to verify that you took the required and accredited training to qualify to sit for the official exam GogoTraining's ITIL® 2011: Operational Support and Analysis is Accredited by AXELOS, EXIN and PEOPLECERT and fully qualifies you to sit for the Operational Support and Analysis examination.

Certification Requirements

To be eligible for the ITIL Intermediate Qualification: Operational Support and Analysis examination, the candidate must have fulfilled the following requirements:

  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
  • There is no minimum requirement but 2-4 years IT Service Management experience is highly desirable.
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications) Foundation plus the bridging certificate.

It is also recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Management Practice core guideline publications including the Operation Support and Analysis publication to prepare for the examination.

 

The ITIL Operational Support and Analysis Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. A passing mark is 70% or higher. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Operation Support and Analysis transcript page.

 

When you pass your exam you will receive 4 credits toward your ITIL Expert certification. 

 

How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.

 

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
  • Speakers and microphone (the use of headsets is only allowed during onboarding)
  • Keyboard and mouse or another pointing device
  • A single web camera (embedded or external) you can rotate

For complete details, Click Here.

Ask the Instructor a Question

QA Forum

When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.