ITIL® Operational Support and Analysis Certificate
A practical exam 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.
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.
You 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.
e-Competence Framework (e-CF)
The mapping of this certificate against the e-Competence Framework.
C.1. User Support
C.2. Change Support
C.3. Service Delivery
C.4. Problem Management
Legend for coverage:
General - The competence is covered at the level indicated
Partial - The competence is covered to some extent
Superficial - Relevant knowledge is covered to some extent
The competence level is available in the framework
The competence level is not available in the framework
- The ITIL® Foundation certificate in IT Service Management*
- An accredited training by an accredited training provider
*Or the Foundation certificate in IT Service Management (based on ITIL®) (version 2) in combination with the ITIL® Foundation bridge certificate.
Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:
Introduction to operational support and analysis
The service desk
Functions and Roles
Technology and implementation considerations
Number of questions: 8
Pass mark: 70%
Open book: No
Electronic equipment allowed: No
IT Certification Solutions
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