ITIL® V3 Operational Support and Analysis Certification Training

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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
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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.

Course Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.

This PEOPLECERT accredited training program is for individuals seeking specialist certification in the ITIL® Operational Support and Analysis practice area. In order to sit for the Operational Support and Analysis exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course, and have completed the GogoTraining accredited Operational Support and Analysis.

You will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the capability aspects of Service Operation to enable the candidate to apply the practices and techniques. The course includes Service Operations principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course considers the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training course and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle and specifically in the following ITIL process, role and function areas:

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management

In This Course You Will Learn:

  • Service Management as a Practice
  • Service Operation Principles
  • The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
  • How all processes in ITIL Operational Support and Analysis interact with other
  • Service Lifecycle processes
  • How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure ITIL Operational Support and Analysis
  • The importance of IT Security and its contributions to ITIL Operational Support and Analysis
  • Understanding the technology and implementation considerations surrounding ITIL Operational Support and Analysis
  • The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis
  • Specific emphasis on the Service Operation Lifecycle processes and roles included in:
    • Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
    • Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
    • Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
    • Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
    • Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users
    • Operational activities of processes covered in other Lifecycle stages
    • Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations
    • Management and Application Management

Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Operational Support & Analysis certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011 equivalent) and present the certificate to the testing organization in order to sit for this exam.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publication.

Outline

Module 00: Course Introduction: ITIL® 2011: Operational Support and Analysis

 

Module 01: Exam Tips

  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams

Module 02: Service Management as a Practice Part 1

  • Lifecycle Review
  • Processes
  • Definitions
  • SO/OSA Processes
  • Service Operation Functions

Module 03: Service Management as a Practice Part 2

  • Generic Roles
  • Key Service Management Concepts
  • RACI Model
  • Deming’s PDCA Model

Module 04: Service Management as a Practice Part 3

  • Service Design Purpose, Objectives, Scope and Value
  • Challenges
  • Metrics
  • Risks
  • Managing Service Operation
  • Exam Question Exercise: Sample Exam 2, Question 8
  • Exam Question Protocols

Module 05: Functions Part 1

  • Technical Management Objectives
  • Activities
  • Roles Description

Module 06: Functions Part 2

  • IT Operations Management Objectives
  • Specific Roles
  • Management Objectives
  • Organizational Structure

Module 07: Functions Part 3

  • Application Management Objectives
  • Activities
  • Exercise: SO Processes and Functions
  • Exam Question Exercise:
    • Sample Exam 1, Question 6
    • Sample Exam 2, Question 5
  • Exam Question Review: Sample Exam 2, Question 8

Module 08: Service Desk Part 1

  • Purpose and Objectives
  • Type of Service Desks
  • Staffing

Module 09: Service Desk Part 2

  • Roles
  • Metrics
  • Outsourcing
  • Exam Question Exercise: Sample Exam 1, Question 1
  • Exam Question Review: Sample Exam 2, Question 5 

Module 10: Request Fulfillment Part 1

  • Purpose, Objectives and Value
  • Basic Concepts
  • Activities
  • Roles

Module 11: Request Fulfillment Part 2

  • Triggers and Inputs/Outputs
  • Metrics
  • Challenges and Risks
  • Tools and Technology
  • Exercise: RF Process Dependencies
  • Exam Questions
    • Sample Exam 1, Question 7
    • Sample Exam 2, Question 2 

Module 12: Access Management Part 1

  • Purpose, Objectives and Scope
  • Value to the Business
  • Policies
  • Activities

Module 13: Access Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Metrics
  • Challenges and Risks
  • Tools and Technology
  • Exercise: Applying Controls with Access Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 2
    • Sample Exam 2, Question 4
  • Exam Question Review: Sample Exam 2, Question 2

Module 14: Event Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activities

Module 15: Event Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Event Management Design
  • Exercise: Deploy Event Management
  • Exam Question Exercise:
    • Sample Exam 1, Question 4
    • Sample Exam 2, Question 3

Module 16: Incident Management Part 1

  • Purpose, Objectives, and Scope
  • Value to the Business
  • Basic Concepts
  • Incident Models
  • Activities

Module 17: Incident Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exam Question Exercise:
    • Sample Exam 1, Question 8
    • Sample Exam 2, Question 7

Module 18: Problem Management Part 1

  • Purpose, Objectives, Scope and Value
  • Basic Concepts
  • Activities
  • Problem Review

Module 19: Problem Management Part 2

  • Roles
  • Triggers and Inputs/Outputs
  • Interfaces
  • Information Management
  • Metrics
  • Risks
  • Exercise: IM vs. PM
  • Exam Question Exercise:
    • Sample Exam 1, Question 3
    • Sample Exam 2, Question 6
  • Exam Question Review: Sample Exam 1, Question 8

Module 20: Service Management Technology

  • Tool Selection Process
  •  Generic Requirements
  • Exam Question Exercise:
    • Sample Exam 1, Question 5
    • Sample Exam 2, Question 1

Certification

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.

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
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