• Precourse reading required
• Approximately 1 hour of home study each evening
• Course includes a high degree of practical assignment work
• Course fee includes the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam
• The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day

• Can demonstrate familiarity with IT terminology and understand operational support and analysis within the context of their own business environment;
• Have experience working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines: event management, incident management, request fulfillment, problem management, access management, service desk, technical management, IT operations management, and application management; and
• Complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Operation core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

Introduction and Overview

• Service management as a practice
• The service value proposition
• Optimising operational service performance
• The role of OSA processes in the lifecycle
• How OSA supports the service lifecycle

Core Service Operation Processes

Event management

• The purpose, goal and objectives of event management
• Explaining triggers, inputs, outputs and the process interfaces
• Using critical success factors to check effectiveness and efficiency
• Employing active and passive monitoring tools

Incident management

• Managing the incident lifecycle
• Identifying process activities, methods and techniques and how they relate to the service lifecycle
• Interaction with design services
• Incident management involvement on information management

Request fulfillment

• Scope of the processes
• The policies, principles and the request model concept
• Dealing with service requests from users
• How KPIs can verify effectiveness and efficiency of the request fulfillment process

Problem management

• The objectives of the problem management process
• Managing the lifecycle of problems
• Value to the business and the service lifecycle
• Identifying triggers, input and output to other processes
• Analysing critical success factors to check efficiency

Access management

• Policies, principles and basic concepts
• Managing authorised user access
• Distinguishing access management and information management
• Executing security and availability management policies
• Challenges and critical success factors
• Verifying effectiveness and efficiency

Service Desk

• Establishing the service desk objectives
• Organisational structures and staffing options
• Providing a single point of contact
• Measuring effectiveness and efficiency
• Impact of service desk on customer perception
• Reasons and options for outsourcing the service desk

Service Operation Functions

• Functions of technical management, IT operations management and application management
• How the functions contribute to OSA
• Identifying the roles of each function
• Distinguishing the objectives of each function
• Analysing the function's activities

Technology Considerations

• Generic technology requirements
• Evaluation criteria for technology and tooling for process implementation
• Planning and implementing service management technologies
• Assessing and managing the project, risk and staffing for process implementation
• Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

• Managing change in service operation
• Examining implementation aspects of service operation and project management
• Assessing and managing risk in service operation
• Operational staff considerations in service design and transition
• How to plan and implement service management technologies