ITIL® Operational Support and Analysis Certificate

ITIL® Operational Support and Analysis Certificate


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.


Grupo objetivo

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.



You are involved regularly or on a daily-basis with the operational support of IT Service Management. This may be through preventing or quickly resolving incidents, managing access rights or any manner of operational activities.


e-Competence Framework (e-CF)

The mapping of this certificate against the e-Competence Framework.


e-CF Area e-Competence e-1 e-2 e-3 e-4 e-5
RUN C.1. User Support


C.2. Change Support

C.3. Service Delivery

C.4. Problem Management


Legend for coverage

General - The competence is covered at the level indicated

Partial - The competence is covered to some extent

Superficial - Relevant knowledge is covered to some extent

The competence level is available in the framework

The competence level is not available in the framework


Conocimiento previo

- El certificado ITIL® Foundation certificate in IT Service Management*
- Una formación acreditada por un centro de formación acreditada


*O el certificado Foundation certificate in IT Service Management (based on ITIL®) (versión 2) en combinación con el certificado ITIL® Foundation Bridge certificate.


Especificaciones del examen

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

1. Introduction to operational support and analysis

2. Event management

3. Incident management

4. Request fulfillment

5. Problem management

6. Access management

7. The service desk

8. Functions and Roles

9. Technology and implementation considerations


Click here to download the glossary in the download section in the right column.


Detalles del Examen

  • Number of Questions: 8
  • Pass mark: 70%
  • Open book: No
  • Electronic equipment allowed: No


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EXIN International

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The Netherlands


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