Course Title:	ITIL® Service Capability: Operational Support & Analysis	Code:	COSA
Duration:	5 days	Course Price:	TBA
Professional Qualification:	ITIL Operational Support and Analysis Certificate
Exam Duration/Format:	90 minutes, closed book, 8 multiple choice, scenario-based, gradient scored questions	Exam Price:	TBA

Who Should Attend:	The course is intended for those of you involved in the following process areas: Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management and functional areas such as: Service Desk, Technical Management, IT Operations Management and Application Management. It is also intended to allow for progression on to higher level ITIL certifications.
Prerequisites:	ITIL V3 Foundation Certificate or ITIL V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL Accredited Training Provider

Overview

The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management processes, the Service Desk, Technical Management, IT Operations Management and Application Management functions as integral parts of its overall business-focussed Services Framework. The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams. The course prepare delegates for the ITIL® Capability examination in Operational Support and Analysis and successful candidates will be awarded 4 credits towards the ITIL® Expert qualification

Key Topics Covered

Service Operation principles, purpose and objectives How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes as defined in ITIL The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis

The 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 Understanding the technology and implementation considerations surrounding ITIL Operational Support and Analysis

Next Steps

Further progression to the ITIL Expert diploma via additional Capability and/or Lifecycle Stream modules or if sufficient points have been achieved then progress to Expert via the Managing Across the Lifecycle course.

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