NUS Institute of Systems Science

NICF- ITIL® Operational Support and Analysis Certificate

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About the course

ITIL® Operational Support and Analysis Certificate

This is one of the ITIL® Intermediate Level courses leading to the ITIL® Expert Certificate. You may refer to the official ITIL® Credit Profiler on suitable course combinations that will lead to the Expert certification.

The 5-day course immerses participants in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. Successful implementation of ITIL® Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction.

Key Takeaway

  • How to manage operational IT services
  • How to anticipate or have early warning of incidents
  • How to prevent repeat of incidents

What Will Be Covered

Introduction and overview

Core service operation processes

  • Event management
  • Incident management
  • Request fulfillment
  • Problem management
  • Access management
  • Common service operation activities

Lifecycle functions

  • Service desk
  • Technical management
  • Operations management
  • Application management

Organising service operations

  • Roles & responsibilities
  • Service operation organisation
  • Technology & implementation considerations


Lectures, discussions, class exercises, workshops, quiz and certification exam

Who should attend

The course is designed for:

  • IT professionals involved in IT service management implementation and improvement programmes
  • Operational staff, managers and team leaders involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.


ITIL® Foundation v3 Certificate (or v3 Foundation Bridge certificate)

Trust the experts

Harold Petersen

Harold Petersen has over 20 years industry experience, specialising in areas of IT Service Management, Project Management, Governance, Outsourcing Management and Organisational Change. He has lived and worked in Asia Pacific, Australia, New Zealand, Europe and Africa and supported customers in al...


Jamie Donoghue

Jamie, a dual citizen of the UK and NZ, has spent over 20 years improving the business value of IT Services for public and private organisations in the UK, Australia and South East Asia. His experience spans the full spectrum of IT functions including: IT Strategy and Governance Business Develo...


Goh Boon Nam

Boon Nam has over 25 years of management experience in IT, holding management portfolios in IT planning, architecture, governance, quality and process improvement, application development, operations, human resource development, financial management and outsourcing. He has also developed and impl...


Krist Yong

Krist has a diverse background in many facets of business and IT management. As an ITIL Expert, Krist has lead numerous large-scale ITSM implementations and integrations across Asia Pacific. His current focus is on enabling multi-speed IT through orchestration and automation using the ServiceNo...


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