Following completion of this unit, the candidate will know:

• The importance of Service Management as a Practice concept and Service Operation Principles, purpose and objectives
• The importance of ITIL Operational Support and Analysis while providing service
• How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
• The processes, activities, methods and functions used in each of the ITIL Operational Support and Analysis processes
• How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
• How to measure ITIL Operational Support and Analysis
• The importance of IT Security and its contributions to ITIL Operational Support and Analysis
• Understanding the technology and implementation considerations surrounding ITIL Operational Support and Analysis
• The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis ITIL