ITIL® Intermediate – IT Operational Support and Analysis

The Certifeka ITIL® Intermediate IT Operational Support and Analysis course allows students to further their knowledge of the ITIL® methodology and apply it in real-life situations.

For Groups

  • For groups of 3 or more students/colleagues who need certification.
  • Tailored courses and customized learning times to suit specific requirements.
  • Self-Paced, Online Classroom and In-person options available.
  • Access to highly-trained ITIL® instructors & great networking opportunities.

For Enterprise

  • Bespoke certification training for businesses of all sizes.
  • Work with Certifeka to create a learning solution that fits specific requirements.
  • Intuitive learning management system dashboard for enhanced reporting, tracking of employee progress and overall ROI.
  • Enriched culture-building training experience.

Learning Methods

  • Online Classroom

    Real-time learning with live instructors in a digital setting.

    For groups of 3 or more – log in at set times and work through the course material with an ITIL® expert, to experience the benefits of collaborative classroom-based learning from the comfort of any device.


  • Bootcamp

    Personalized training with an expert instructor in a physical classroom setting.

    Designed for groups of 3 or more – great for networking – to meet and collaborate with ITIL® experts in person.

About The ITIL® Intermediate - IT Operational Support and Analysis Training Course

Completing the ITIL® Intermediate courses requires students to obtain great insight into the ITIL® body of knowledge and to learn how to apply ITIL® in real life. This ITIL® Intermediate course immerses learners in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Operational Support and Analysis of services.


Course focuses on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. Available learning methods – Online Classroom & Bootcamp – leverage practical, hands-on teaching practices to prepare students for the exam.


Key Learning Features

During this course students will gain an understanding of:

  • 1 Service Management as a practice and the principles, purposes and objectives of Operational Support and Analysis.
  • 2 The important role of Operational Support and Analysis in service provision and understanding how the in-scope processes interact with other Service Lifecycle processes.
  • 3 The activities, methods, and functions used in each of the Operational Support and Analysis processes.
  • 4 How to apply Operational Support and Analysis processes, activities, and functions to achieve operational excellence.
  • 5 Measuring Operational Support and Analysis performance.
  • 6 The importance of IT security and how it supports Operational Support and Analysis.

Course Audience

  • Individuals who have their ITIL® Foundation certificate and 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 their use in enhancing the quality of IT service support within an organization. For example, operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management.
  • IT professionals involved in IT Service Management implementation and improvement programs.
  • IT professionals, IT/business managers, IT/business process owners, and IT practitioners.

Course Prerequisites

Students must hold an ITIL® Foundation certificate. It is also recommended that students have:

  • 2 to 4 years’ professional experience working in IT Service Management. familiarity with IT terminology and understand the context of Operational Support and Analysis management in their own business environment
  • Exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following management processes: Event Management, Incident Management, Request Fulfilment, Problem.


Course Preview

Exam prerequisites

  • Successful completion of the ITIL Foundation exam
  • 2 years of IT experience is desirable.

Exam Details

90 minutes
8 Questions
Closed Book Exam
70% Pass Score
Web & Paper Based

Have a special Request or Need More Information?


How long is my voucher valid for?

Exam vouchers are valid for six months from the date of issuance.

When do I need to register for the exam?

The examination can be scheduled at your convenience. Once you are ready to take the exam, contact us and you will receive an exam voucher code.

How do I download the exam application?

When necessary, we will help with the exam application download.

Does Certifeka provide the exam?

Certifeka provides the voucher for the exam and assists in the exam application process.

Where is the exam?

The exam can be taken either: in the classroom, on the last day of the course; or online, at the student’s convenience.


When is the exam?

Exams can be taken on the last day of the course, or at an arranged time convenient for the student.

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