ITIL operational Support and analysis


A practical exam for organizations that work according to ITIL® and that apply IT Service Management. The emphasis is on operational principles and processes within the entire lifecycle of services. Analysis of services and continuity of delivery are essential.

Target group 

You are an incident manager, service (or service-level) manager, IT professional, business manager or business process owner and involved in carrying out operational processes in your organization. You would like to know more about Operational Support and Analysis. You contribute directly or indirectly to a higher level of IT Service Management.


What will you learn?

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

  • Introduction to operational support and analysis
  • Event management
  • Incident management
  • Request fulfillment
  • Problem management
  • Access management
  • The service desk
  • Functions and Roles
  • Technology and implementation considerations​


Prerequisites: ITIL Foundation Certified

Duration of the Training: 2 Days

Exam Details

Number of Questions: 8

Pass Score: 70%

Open book/notes: No 

Electronic equipment permitted: No​

Exam Body: Peoplecert



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