NICF- 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.

Upon successful completion of this course, you will earn 17.5 PDUs (PM: 17.5) that can be used to maintain your PMP® credential. Note that for the purpose of PDU reporting by those with PMP® credentials, the PMI REP Provider Number of ISS is “2339”.
Part of -
Duration 5 days
Course Time 9:00am - 5:00pm
PDU 17.5
PDU and PD hours are available for this course
Enquiry Please contact Ms. Serene ANG at tel: 66012391 or email for more details.

Upcoming Classes

Class 1 20 Mar 2019 to 26 Mar 2019 (FullTime)

Duration: 5 days

20, 21, 22, 25, 26
9:00am - 5:00pm

Class 2 17 Jul 2019 to 23 Jul 2019 (FullTime)

Duration: 5 days

9:00am to 5:00pm

Key Takeaway

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

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)

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



Course fees and exam fees are payable as follows:

(a) Course Fees

International Participants


Full course fee



7% GST on full course fee



Total nett course fee payable, including GST



Singaporeans aged 25 and above can use their SkillsFuture Credit to pay for course fees, apart from government subsidies. For more information, click here.

(b) Exam Fees

International Participants/S'poreans/PRs

Exam fee 


7% GST on fee


Total fee payable S$429.28

Exam & Certificate

Certificate of Completion

The ISS Certificate of Completion will be issued to participants who have attended at least 75% of the course.

WSQ Assessment

  • Broad Schedule of Assessment: During the course after the 2nd day
  • Passing Criteria: Achieve the objectives of the case study scenario workshops and achieve more than 50% for each quiz question.
  • Assessment Method: Workshops and quiz (i.e. open book written test). For certification exam, refer to ‘Exam Overview’ below

Upon passing the assessment, Statement of Attainment (SOAs) will be issued to certify that the participant has passed the following Competency Units:

  • IT-IS-304S-1 Determine and action client computing problems
  • IT-NMM-311S-1 Determine and act on network problem
  • IT-IS-302S-1 Provide support and assistance to users relating to a particular product or service

Participants may need to attend additional coaching sessions and re-assessments if they do not pass the required competency units. ISS reserves the right not to disclose any information on the course assessment process.

Exam Overview

Examination will be conducted on the last day of the course. It comprises 8 multiple choice, scenario-based, gradient scored questions to be completed within 90 minutes. The passing mark is 70%.

Preparing for Your Course

NUS-ISS Course Registration Terms and Conditions

Find out more.

NUS-ISS and Learner’s Commitment and Responsibilities

Find out more.

WIFI Access

WIFI access will be made available. User ID and password will be provided in the participant’s kit.


Institute of Systems Science, NUS
25 Heng Mui Keng Terrace
Singapore 119615 

Click here for directions to NUS-ISS.

In the event of a change of venue, participants are advised to refer to the acceptance email sent one week prior to the commencement date.

Course Confirmation

All classes are subject to confirmation and ISS will send an acceptance email to participants one week prior to the commencement date. Confirmed registrants are to attend and complete all lectures, class exercises, workshops and assessments (where applicable). Additionally, all responses to feedbacks and surveys conducted by ISS and its partners must be submitted. All training and assessments will be delivered as described in the course webpage.

General Enquiry

Please feel free to write to or call 6516 2093 if you have any enquiry or feedback.


Mr. GOH Boon Nam

Chief, Digital Agility Practice View Profile >

Mr. Harold Petersen

UXC Consulting View Profile >

Mr. Jamie Donoghue

VisionLed View Profile >

Course Resources

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