This is a practical course for organizations that work according to ITIL® and that apply IT Service Management. The emphasis is on operational principles and processes within the entire lifecycle of services. Analysis of services and continuity of delivery are essential.
Format of the exam (length and number of questions of the exam)
Web based or paper based
Each candidate will receive a support in paper form or electronically
5 days with certification
English / French
Proof of passing the ITIL® Foundation Certificate in IT Service Management (or other appropriate ITIL® and bridge qualifications)
Intermediate – Capability
You are an incident manager, service (or service-level) manager, IT professional, business manager or business process owner and involved in carrying out operational processes in your organization. You would like to know more about Operational Support and Analysis. You contribute directly or indirectly to a higher level of IT Service Management.
Through the completion of this course you will learn how to:
– Control Operations through OSA activities and functions
– Optimize Service Operation Performance
– Define incidents models and analyze incidents
– Identify query execution interfaces
This certificate focuses on the Service Operation principles and the Event Management, Incident Management, Problem Management, Access Management. It concerns people who are involved regularly or on a daily-basis with the operational support of IT Service Management. This may be through preventing or quickly resolving incidents, managing access rights or any manner of operational activities.
Addressed topics during this course:
– Introduction to OSA
– OSA processes
– Event Management
– Incident Management
– Request Fulfillment
– Problem Management
– Access Management
– The Service Desk
– Functions and Roles
– Technology considerations
– Implementation considerations
Personal study time
Mock Exam on Atlantis Digit E-Learning Platform
Courses from the Lifecycle or Capability modules.
Exam and rights & obligations of the students
As soon as the certification exam is ordered, you will be informed about privacy details of EXIN exams.
Candidates are asked to communicate the right personal information and payments details. The registration cannot be confirmed until the payment is verified.
Final detailed calendar of the course sequence logistics and content information (Date, location, conditions, practical advice) is communicated to each candidate one week before the session.
For more information please contact…