In this course participants learn about the principles, concepts, processes and best practices described in the ITIL® operational support and analysis syllabus. Operational support and analysis covers information from the ITIL service operation core volume. This course focuses on concepts, techniques and aspects that are important to managing operational services. This course covers the processes of event management, problem management, incident management, request fulfilment and access management. It also covers the functions of service desk, technical management, IT operations management and application management.
The course focuses on hands-on information about designing and implementing these processes and functions.
The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive operational support and analysis exam results.
Please note, this course and all of our accredited ITIL courses are only offered together with the respective exam.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
By the end of this course, participants will have the leadership toolkit to shape and steer GenAI portfolios across their organization.
Strategic Application
Course introduction and overview
- History of ITIL
- What is a service?
- Utility, warranty and value
- Assets, resources and capabilities
- What is a service management?
- Stakeholders
- Processes and functions
- Generic service management roles
- The service lifecycle map
- Design coordination
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Sources of information
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Sources of information
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Sources of information
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Sources of information
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Sources of information
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Justification for the service desk
- Objectives
- Organizational structures
- Purpose of a single point of contact
- Importance of properly trained and staffed service desk
- Service desk tools
- Outsourcing considerations
- Key roles
- Common functions
- Technical management
- IT operations management
- Application management
- Relationship between business goals and objectives
- Measuring operational support and analysis performance
- Service and process measurement frameworks
- Rules and policies for creating a reporting framework
- How operational support and analysis processes are measured and reported
- How operational support and analysis processes support the seven-step improvement process
- Monitoring, reporting and improving operational support and analysis processes and capabilities
- Good practices for process implementations
- Good practices for technology design, evaluation and implementation
- Challenges, risk and critical success factors related to designing, transitioning and operating service management processes and supporting technologies
Exam Review
Practice Exam
Each participant receives a copy of the following Kindle books:
- Service Operation: Practical Applications of Operational Concepts, Processes and Best Practices
- Core Elements of Service Operation
- Operational Support and Analysis Exam Questions – Set 1
- Operational Support and Analysis Exam Questions – Set 2
hands-on learning model
Access to sanitized process maps, KPI definitions, candidate initiative lists, and basic cost baselines (time, cycle time, error or rework rates)
Speak with a Cognixia specialist about enrollment options, custom cohorts for your leadership team, or tailored delivery formats for your organization.
One of our specialists will contact you within one business day.
Asked Questions
Find details on duration, delivery formats, customization options, and post-program reinforcement.
The ITIL Operational Support and Analysis course is highly recommended for current and aspiring-
- IT professionals
- Service desk professionals
- Business professionals
- Executive leadership
- Service management professionals
- Incident managers
- Problem managers
- IT governance professionals
- Financial management professionals
- Business relationship managers
- Service level managers
- Service transition professionals
- Release and deployment management professionals
- Knowledge management professionals
- Service operation professionals
- Change managers
- Quality improvement professionals
- Continuity planning professionals
- Information security professionals
- Anyone interested or involved in application of ITIL and service management best practices
A minimum internet speed of 2 MBPS is recommended.
All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.
You will get lifetime access to LMS and all the learning material in it.
of the future
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Custom cohorts available for enterprise teams.