About the Course

This 4½ day course leads to the ITIL Certificate - Operational Support and Analysis (OSA). This is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

Who is it for?

This course is designed for individuals who require a deep understanding of Operational Support and Analysis functions and processes and how they may be used to enhance the quality of IT service support within an organisation. 

These will include:

  • Event Management,
  • Incident Management,
  • Request Fulfilment,
  • Problem Management,
  • Access Management,
  • Service Desk,
  • Technical Management,
  • IT Operations Management
  • and Application Management.

Candidates wishing to be trained and examined for this qualification must already

hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation

or V2 Foundation plus Bridge Certificate). Candidates should bring their certificate(s)

with them to complete the registration process on the first day of the course.

The Exam:

The course will consist of formal lecturing, group discussions, in-course assignments,

and a practice examination paper. There will be detailed learning activities with evening

assignments and the examination (90 minutes) will be held on day five.



  • The value to the business of OSA activities
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance
  • How the processes in OSA interact with other service lifecycle processes
  • How to use the OSA processes, activities and functions to achieve operational excellence
  • How to measure OSA
  • The importance of IT security and its contributions to OSA
  • Understanding the technology and implementation considerations surrounding OSA
  • The challenges, critical success factors (CSFs) and risks associated with OSA
  • Specific emphasis on the service operation lifecycle processes and roles included in:
  • Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service
  • Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
  • Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
  • Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
  • Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.
  • Operational activities of processes covered in other lifecycle stages such as:
  • Change management
  • Service asset and configuration management
  • Release and deployment management
  • Capacity management
  • Availability management
  • Knowledge management
  • Financial management for IT services
  • IT service continuity management.
  • Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.

Next steps

ITIL-RCV - Release, Control and Validation

ITIL-SOA - Service Offerings and Agreement

ITIL-PPO – Planning Protection & Optimisation

ITIL-MAL – Managing across the Lifecycle.

ITIL-PRAC – ITIL Practitioner

4.5 Days

Course Dates

There are no dates scheduled for this location at the moment. Please call to enquire 08000 199337

Select a Classroom Course

Course Title Start Date Finish Date Location Price Qty
ITIL Intermediate Certificate - Operational Support & Analysis Jun 3, 2019 Jun 7, 2019 Manchester £1,515
ITIL Intermediate Certificate - Operational Support & Analysis Jun 10, 2019 Jun 14, 2019 London £1,515
ITIL Intermediate Certificate - Operational Support & Analysis Oct 21, 2019 Oct 25, 2019 Manchester £1,515
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