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ITIL Operational, Support & Analysis | Training | Skillmetrix

ITIL®  Operational, Support and Analysis Training


Successful implementation of ITIL Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimize the Operational Support and Analysis processes and gain the skills required to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam in ITIL Operational Support and Analysis.


Learning Objectives

  • Managing incidents and events in the provision of IT services
  • Returning to normal operations
  • Providing quick and effective access to standard services
  • Eliminating recurring incidents and minimizing unpreventable incidents
  • Prepare for and take the ITILs Intermediate Qualification: Operational Support and Analysis Exam
  • Outline key activities for the Operational Support and Analysis processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Operational Support and Analysis processes, activities and functions
  • Evaluate the success of Operational Support and Analysis by applying key metrics

Course Outline

  • Introduction and Overview
  • Core Service Operation Processes
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Desk
  • Service Operation Functions
  • Technology Considerations
  • Implementation Considerations

Target Group

  • Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications
  • Individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program 
  • Operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management


ITIL® Foundation Certificate in IT Service Management and completion of an accredited Course from an ITIL® Accredited Training Provider. 


Type: 8 Complex Multiple choice, scenario based questions
Duration: 90 minutes.
Proctored: Yes
Open Book: No
Pass Score: 70%, 28 out of 40
Delivery: Online

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