ITIL® Operational Support and Analysis Certificate

ITIL® Operational Support and Analysis Certificate





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



You already have the ITIL® Foundation certificate in IT Service Management (V3 Foundation or V2 Foundation in combination with the Bridge certificate). You followed your training with an EXIN-accredited trainer.



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.



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


打印 print 友情链接 facebook twitter linkedin youtube

EXIN International

Arthur van Schendelstraat 650


The Netherlands


联系 »