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ITIL Service Capability: Operational Support and Analysis

Gain practical experience planning and executing processes within ITIL® operational support and analysis.

GK# 2727

Course Overview

In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the operational support and analysis of services and service delivery. You will cover the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.

The main process and function focus areas of this course include:

  • Event management process
  • Incident management process
  • Request fulfillment process
  • Problem management process
  • Access management process

The organizational functions focused on in this course include:

  • Service desk
  • Technical management
  • IT operations management
  • Application management

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.


ITIL Intermediate Qualification: Operational Support and Analysis Certificate

Pass your ITIL Intermediate exam or your money-back with our ITIL Guarantee.

Delivery Format Options

  • Classroom Live

    Classroom Live

    Receive face-to-face instruction at one of our training center locations.


    $3495 CAD

    5 day

  • Virtual Classroom Live

    Virtual Classroom Live

    Experience expert-led online training from the convenience of your home, office or anywhere with an Internet connection.


    $3495 CAD

    5 day

  • Private Group Training

    Private Group Training

    Train your entire team in a private, coordinated professional development session at the location of your choice.

    Receive private training for teams online and in-person.

Request a date or location for this course.

What You'll Learn

  • Importance of service management as a practice concept and operational support and analysis principals, purpose, and objective
  • Importance of ITIL operational support and analysis while providing service
  • Processes in ITIL operational support and analysis interact with other service lifecycle processes
  • Processes, activities, methods, and functions used in each of the ITIL operational support and analysis processes
  • How to use the ITIL operational support and analysis processes, activities, and functions to achieve operational excellence
  • How to measure ITIL operational support and analysis
  • Importance of IT security and its contributions to ITIL operational support and analysis
  • Technology and implementation considerations surrounding ITIL operational support and analysis challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks

Follow-On Courses


  • ITIL Foundation Certification (v3 or newer) required
  • Two to four years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publicationService Operation (2011 Edition, ISBN 9780113313075) and complete at least 12 hours of personal study

Who Needs To Attend

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Course Outline

Download Course Outline

Related Certifications

Exam Guarantee

Pass the ITIL Intermediate exams or your money back — we guarantee it.

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