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Service Operation and Support Management
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Service Operation and Support Management

The new name for the Service Operation and Support Management program is Operational Support and Analysis.

ITIL Certificate in Service Operation and Support Management

This is the name for one of the new Service Capability courses and exams, under the ITIL v3 upgrade. The syllabus for this program will be based on elements drawn from the operational day-to-day support requirements for the IT infrastructure.


In this regard expect material to include Request Fulfilment, Event Management, Incident Management, Problem Management and Knowledge Management. We could link this program to the Exin defined Clustered practitioner program Support and Restore which covered Service Desk function, Incident and Problem Management.

The new program has an expected course duration of 5 days.