The intermediate level ITIL® v3 (version 3) Service Capability Module "Operational Support & Analysis" offers candidates the ability to obtain role based hands-on experience in a specific cluster of processes according to ITIL v3. This 5-days training includes an examination. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the capabilities series covers a specific cluster of ITIL v3 processes tailored to relevant roles.

Course Approach
During this 5-days instructor-led course, participants will obtain knowledge and hands-on experience in Operational Support & Analysis. A mixed balance of practical assignments and lecturing reinforce knowledge and boost capabilities on the subject. Interactive lessons and lectures prepare participants for the examination: ITIL v3 Capability Module Operational Support & Analysis.

Main Objectives
Candidates can expect to gain competencies in the following upon successful completion of the course:

  • Service management as a practice and service operation principals.
  • 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.
  • Organizing for service operation which describe 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.

Target Audience
The course, ITIL v3 Capability Module Operational Support & Analysis, is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in operational support & analysis. Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the examination.

An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.

Number of Participants
The maximum group size for this course is 16 participants.

Examination and Certification
Operational Support & Analysis
The ITIL Operational Support & Analysis certification is being issued by APM Group.

SWP and Quint Wellington Redwood
Quint is a globally accredited ITIL training provider for over 15 years. SWP partners with Quint Wellington Redwood in delivering this accredited education programme. Approved trainers are teaching all ITIL trainings.

After completed each ITIL v3 Intermediate Course, you can get:

After completed each ITIL v3 Intermediate Course, you can get:

  • Official 35 PDU for PMP credential


Schedules & Fess

Course Code: ITIL11-1

Course Name: ITIL Operational Support & Analysis

Schedule Date: 29-30 /12/2012   (35 PDUs)

Fees: HK$12500

Remark: Fees include ONE (1)  Examination


Application & Enrolment

Please contact Mr. Cheng at:

Hong Kong Telephone: (852) 2206-9016
Macau Telephone: (853) 6636-9010
Mainland China Telephone: (86)155 469 824 57This e-mail address is being protected from spambots. You need JavaScript enabled to view it.
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

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