Certification Overview

The ITIL Operational Support and Analysis certification course is a part of ITIL capability intermediate stream and a free standing certification feat. The certification in ITIL Operational Support and Analysis is targeted to enable the public to apply for OSA practices and help in supporting the service management lifecycle and most importantly, with the roles associated with problem and incident management, event and technical management, application and IT operation and service desk etc.

Who can do the certification?

The main focus of this certification lies on the business managers or process owners and the IT professionals. Apart from these, individuals requiring in-depth knowledge of support operation and analysis and its usage within the organization must also take the course. That's not all, all the personnel dealing in event management or incident management staff process, request fulfillment or problem management, access or technical management, IT operations or service desk management or the application management who require to enhance their capability and role in an organization can also take this course. All the individuals seeking an advanced and expert ITIL certificate who have successfully completed the ITIL Foundation certification program and wants to progress towards ITIL Master certification needs to take this course on their path to it.

Benefits

The ITIL Operational Support and Analysis certification course is an intermediate level ITIL certification allowing the candidate to develop skills of an ITIL specialist. The ITIL Operational Support and Analysis course will provide you with the technical knowledge and familiarity which is required for implementing the operational Support and Analysis on a larger scale. Service operation and continuous service and improvement are some of the modules that will be enhancing your technical knowledge throughout this course.

Associated exam

The ITIL Operational Support and Analysis certification exam is followed after a 5 day long training program. At the end of the fifth day in training course, you will have the exam for the certification. More details about the exam have been described later.

Prerequisites

At the time of taking the certification exam, the candidate must have possessed one of the two certifications, ITIL 2011 Foundation or V3 or the second certification as ITIL V2/V3 or v2 Foundation Bridge. You will also need to provide a verification that you have attended the basic foundation course before this one.

Examination overview

Topic list for the exam is mentioned below:

1. Interpretation, analysis and knowledge of event management techniques, relationships and principles and implementing the same for effective solutions.
2. Benefits and values of event management, ensuring high quality service with the same, designing operation, components and activities for event management including interfacing.
3. Knowledge, analysis and interpretation of incident management relationships, techniques and principles and implementing the same for effective solutions.
4. Benefits and values of incident management, ensuring high quality service with the same, designing operation, components and activities for incident management including interfacing.
5. Knowledge, analysis and interpretation of request fulfillment relationships, techniques and principles and implementing the same for effective solutions.
6. Benefits and values of request fulfillment, ensuring high quality service with the same, designing operation, components and activities for OSA practices including interfacing.
7. Problem and access management, knowledge, analysis and interpretation of the same relationships, techniques and principles and implementing the same for effective solutions.
8. Benefits and values to be gained from access and problem management, models for supporting the same, the process flow for these management systems, benefits and values, ensuring high quality service with the same, designing operation, components and activities for these managements including interfacing.

You will also acquire the skills related to operational support system and analysis of the same for the benefit of the organization. You will also be enhancing your knowledge about technology implementation, important roles and functions of these systems etc.

The certification exam will have a meager of 8 questions of 5 marks each and around one and a half hour time limit will be provided to complete the exam. You will need to score 28 marks out of 40 or equivalently 70% or higher to clear the examination.

Validity of the certification

The ITIL certifications are legitimate for a time of three years. After this stipulated time period, you will be required to go for a recertification process as there are lots of changes and development occurring in the regular process every year and such a time difference can bring lots of changes to it.

Expert Review

ITIL is an elastic structure for handling different tasks and programmes. It is a practical help of creating a good working environment and inter-relating programme with projects. So, an MSP certification can do a world of good to you as well as your career.

Tom Ricardo, Blitz entertainment

Kfar Pines, Israel