Summary
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.
Target group
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.
Context
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.
| level | ||||||
|---|---|---|---|---|---|---|
| e-CF Area | e-Competence | e-1 | e-2 | e-3 | e-4 | e-5 |
| RUN | 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 |
Prerequisites
- 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.
Exam content
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
- Event management
- Incident management
- Request fulfillment
- Problem management
- Access management
- The service desk
- Functions and Roles
- Technology and implementation considerations
Exam Details
- Number of questions: 8
- Pass mark: 70%
- Open book: No
- Electronic equipment allowed: No
