The intermediate level ITIL v3 Operational Support & Analysis offers a role based hands-on experience and in-depth coverage of the Operational Support & Analysis cluster of processes and functions according to ITIL v3. An interactive approach is used combining lecture, discussion and exercises. Course Objectives: Service Management as a practice and Service Operation principles The following processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis: Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management Relevant operational activities of processes covered in other lifecycle phases Common Service Operation activities related to Operational Support & Analysis Functions to be performed within Operational Support and Analysis such as Service Desk, technical management, IT Operations Management and Application Management Operational Support and Analysis Roles and Responsibilities Technology and implementation considerations Challenges, Critical Success Factors and risks Who should attend: IT managers, operational staff, and others requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions. Exam & Certification: ITIL v3 Operational Support & Analysis Delivery: Instructor-led classroom or virtual classroom Duration: 5 Days ITIL Expert™: Earn 4 credits PMI PDUs: Earn 35 PDUs Prerequisites: An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment.