ITIL Operations, Support and Analysis Training

About this course

ITIL, the Information Technology Infrastructure Library, is the most widely accepted IT-process management framework in the world. It has been accepted as the de facto standard for managing IT organisations. ITIL describes the processes required for managing an IT infrastructure efficiently and effectively in order to guarantee the service levels agreed upon by the IT organisation and its customers.

This workshop builds on the general principles covered as part of the ITIL® V3 Foundation Certificate workshop and provides in-depth knowledge of the ITIL® OSA topics as specified in the ITIL® V3 Service Capability curriculum. There is an examination at the end of the workshop which consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes.

The pass mark is 65%. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

Workshop Objective 

This workshop is specifically designed for IT practitioners wanting to gain knowledge and accreditation in IT Service Management Best Practice. Participants will learn the essential concepts of ITIL and be equipped with the knowledge to confidently apply its underlying principles. They will also undertake the examination at the conclusion of the workshop.

Content Summary

Topics include:

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management and Access Management processes
  • The Service Desk
  • Technical Management
  • IT Operations Management, and
  • Application Management functions. 

Who this course is for

This workshop has been designed for individuals who require an in-depth understanding of Operational Support and Analysis processes and how these may be used to enhance the quality of IT service provision within an organisation.

Other ITIL Courses

ITIL Executive Overview
ITIL® Foundation Certificate
ITIL Release, Control and Validation

How this course is delivered

All workshops may be conducted onsite or at our premises, with experienced facilitators providing group and/or individual instruction. Training is provided through hands-on learning, relevant exercises and the provision of a participant handbook.

A participant workbook/manual will be provided to all participants

Our participants are also entitled to complementary telephone consultation/advice within 60 days of workshop completion. 

Workshop Content Summary 

  •  Service Management as a Practice, and Service Operation Principles.
  • Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis.
  • Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service.
  • Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels.
  • Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products.
  • Problem Management which prevents problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
  • Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users.
  • Operational activities of processes covered in other lifecycle phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management,
  • Financial Management for IT services, and IT Service Continuity Management.
  • Common Service Operation activities related to Service Operation and Support.
  • Organizing for Service Operation which describes functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management.
  • Service Operations and Support Service Operation roles and responsibilities.
  • Technology and Implementation Considerations.
  • Challenges, Critical Success Factors and risks. 

Outcomes & Certification Eligibility

Proven industry best practice such as ITIL provides knowledge about terminology, process structure, roles, functions and activities that will assist in improving user support practices and as a result, improvements in the stability of the IT infrastructure. This workshop provides participants with practical guidance around the design and implementation of integrated end-to-end processes and functions involved in preventing recurring faults within the IT infrastructure, whilst effectively responding to customer issues and requests, with reference to the Service Lifecycle approach as described in ITIL® V3.

Facilitators of this workshop will use a case study delivery approach to provide participants with a multi-faceted and challenging learning experience.


Using the ITIL framework in an IT organisation provides the following benefits:

  • Establishment of common terminology
  • Consistency in the delivery of services
  • Understanding of the business dependencies which influence IT service delivery
  • A business understanding within the IT organisation 

Course Prerequisites

Participants will be required to have achieved a pass in the ITIL® V3 Foundation exam or the ITIL® V2-V3 Bridging exam from either EXIN, ISEB or APMG. Proof of this must be provided in order to attend the workshop.

PM-Partners recommends that participants are familiar with the 5 ITIL® Core Publications prior to attending the workshop. In particular, the Process chapters from the Service Operation Book and some familiarity with the Continual Service Improvement Book would be an advantage.

An estimated 10 hours of personal study will be required.

The ITIL® Books are not included with this course

Course Dates


There are currently no dates scheduled. Please contact us today for future availability.



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