Duration: 4 days
Time: 9am to 6pm

What Will Be Taught For This ITIL Course?

This course is a four-day classroom training relevant for professionals who play a role in the daily implementation and execution of activities covered under Operational Support and Analysis in order to deliver business value delivered through quality IT services. This course is a free-standing qualification and is also part of the ITIL® intermediate capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module 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 official ITIL® Service Lifecycle publications. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the five-day classroom training, the certification exam may be taken.

The ITIL® Operational Support and Analysis certificate is awarded to candidates passing the examination. Participants will also earn 35 Project Management Institute (PMI) Professional Development Units upon course completion.

Learning Outcomes

This course and qualification presents a complete overview of Operational Support and Analysis (OSA) including all its related activities. The course is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle. Candidates can expect to gain key competencies related to this certification.

  • Introduction to OSA
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • The Service Desk
  • Functions
  • Technology and Implementation Considerations
Introduction to OSA
  • The value to the business of OSA activities
  • The lifecycle within the OSA context
  • The scope of OSA processes and functions
  • Optimizing service operation performance
Event Management
  • The event management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
  • The benefits and business value that can be gained from event management
Incident Management
  • The incident management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • The measurement model and the metrics that would be used to support incident management within OSA practices
  • The benefits and business value that can be gained from incident
Request Fulfillment
  • The request fulfillment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • The measurement model and the metrics that would be used to support incident management within OSA practices
  • The benefits and business value that can be gained from request fulfillment as related to OSA
Problem Management
  • The end-to-end process flow for problem management inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support problem management within OSA practices
  • The benefits and business value that can be gained from problem management
Access Management
  • The end-to-end process flow for access management process inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • A measurement model and the metrics that would be used to support access management within OSA practices
  • The benefits and business value that can be gained from access management as related to OSA
The Service Desk
  • The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases
  • The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
  • A measurement model and the metrics that would be used to support the service desk function within OSA practices.
Functions
  • The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
  • The benefits and business value that can be gained from functions as related to OSA
Technology and Implementation Considerations
  • Technology requirements for service management tools and where/how they would be used within OSA for process implementation
  • What best practices should be used in order to alleviate challenges and risks when implementing service management technologies

The examination duration is 90 minutes and is a closed book paper containing 8 scenario-based gradient-scored MCQ (multiple choice questions). Each question will have 4 possible answer options, one 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.

A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.

Who Should Attend This ITIL Training?

This course aims at those IT consultants, IT service providers, IT senior managers, IT managers and supervisory staff, IT audit managers, IT security managers, service designers, IT architects who require a deep understanding of related ITIL processes in order to enhance their role-based capabilities and to contribute to the evolution and improvement of ITIL processes and services within their organization.

Pre-requisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management, which must be presented as documentary evidence to gain admission.

Candidates who hold the following ITIL® qualifications are also eligible, and similar evidence will be required:

  • Earlier ITIL® (V2) Foundation plus Foundation Bridge
  • ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).
  w/o GST w GST
Course Fee $3,600 $3,852

Remarks:

COMAT is a business centre of e-Services, Electronics, ST Engineering.

Terms & Conditions

  • All prices stated above are in Singapore Dollars (SGD).
  • e-Services, Electronics, ST Engineering reserves the right to change the date or venue without prior notice.
  • e-Services, Electronics, ST Engineering reserves the right to cancel or reschedule the course due to class size or unforeseen circumstances.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.



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