Operational Support and Analysis

Operational Support and Analysis is one of the four Service Capability programs that fit into the intermediate layer for ITIL version 3 certification.

Operational Support and Analysis covers issues relating to Event Management, Incident Management, Request Management, Problem Management, Access Management; as well as the Service Desk, Technical, IT Operations and Application Management functions.

The original name for the Operational Support and Analysis was Service Operation and Support.

The program is targetted at the following people:

Those that have passed the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications.

Individuals who require a deep understanding of ITIL® Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization.

IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program.

Operational staff involved in Event Management Process, Incident Management Process,Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.