ITIL® Service Capability – Operational Support and Analysis

ITIL® Service Capability – Operational Support and Analysis

Course Description:

The intermediate level ITIL (2011 edition) 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®. Each module of the capabilities series covers a specific cluster of ITIL processes tailored to relevant roles. This course includes an optional exam.

Learning Objectives:

  • Service management as a practice and service operation principles
  • 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 and organization
  • Operational Support and Analysis roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors, and risks

Who This Course is For:

  • Business Leaders and Executives
  • Project Managers
  • Business Analysts
  • Technology Sales Professionals
  • Network Admin Staff
  • Service Desk Specialists
  • IT Security Professionals
  • IT Managers and Directors
  • Relationship Managers
  • Functional Managers and any IT Service Management Professional


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


ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Exam Information:

This course prepares the participant for the official ITIL 2011 Operational Support and Analysis Exam (optional). This 90-minute paper exam is a total of eight (8) multiple choice, scenario-based, gradient scored questions. The passing score 70%. You may earn 3 of the 22 credits for ITIL Expert Level Certification by passing the exam associated with this course.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved


Julie-MohrJulie Mohr is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching – her purpose is to change the world through thought provoking dialog and interaction. Julie is the president of Mind The I.T. Gap. She has a degree in computer science from The Ohio State University and a Master’s Degree in Adult Education from the University of Phoenix.

ITIL® Foundations, Practitioner/Intermediate and Master/Expert Certified, Eric Goodoien is one of the few individuals in the industry that can boast of having ALL ITIL® certifications under his belt. Eric was one of the first individuals in Minnesota to achieve the v3 ITIL® “Expert” designation. Eric is a true “expert” in the ITIL® field, but if you think that’s good, wait until you see his excitement when talking about ITIL® in the classroom and with his students.

Peter Kennedy is an experienced professional specializing in IT Service Management training and consulting with core focus on Problem Solving, Continual Service Improvement, and process implementation. Peter leverages the KEPNERandFOURIE™ thinking methodologies to drive organizational performance through the application of effective processes. Peter’s primary focus is training, facilitation and capability development in the areas of process implementation and improvement, problem solving, and the core competencies of IT Service Management.


“Eric is a very easy-going and knowledgeable instructor, responded to students’ questions and requests.”

“Eric’s ability to correlate ITIL language to layman’s terms made it easier to digest the lesson.  He’d also made it easier to prepare for the exam by thoroughly discussing the sample papers and showing us exactly which “buzz” words to look for in order to get the 5’s and 3’s.  He’d also done the same for the 2’s and 0’s.  I was able to use that methodology during the retake of my exams and was successful.”

“Instructor was very proficient, articulate, engaging and competent.”

“I’ve learned how to better incorporate the ITIL OSA model into my day to day professional and personal life simply by following the PCDA process more closely.”


This certification is proudly awarded to students who successfully complete the INNOVATE coursework in Omnikron’s Leadership Elevation Framework. [The Leadership Elevation Framework is a trademarked Omnikron methodology.] Successful and lasting innovation requires the skills built through the CALIBRATION, NEGOTIATION, and COLLABORATION phases of the Leadership Elevation Framework. Fittingly, the INNOVATE level builds on these skills by focusing on best practices and the design, implementation and management of cutting edge technology from specialized domains including Big Data, Data Science, ITIL, Cyber Security, SDN / NFV, Cloud, Virtualization and Enterprise Architecture.