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