ITIL® Intermediate – IT Operational Support and Analysis

Apply OSA practices to implement the ITIL processes that will enable you to deliver reliable support services to customers.
Operational Support and Analysis (OSA) is one of the ITIL® Service Capability modules. It focuses on the practical application of OSA practices that enable event, incident, request, problem, access, technical, IT operations and application management.
Individuals and organisations get guidance on how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers.
OSA also covers aspects in regards to people, relationships, procedures and technology to ensure that the IT services provided are high quality and cost-effective and meet organisational needs.

  • 24 hrs of classroom / instructor-led training
  • Accredited Instructor with industry experience
  • Case Studies & real-world examples
  • End of chapter quizzes and simulation exams
  • Certification exam included



The Operational Support and Analysis qualification would be suitable for IT professionals, such as Configuration Managers, Availability Managers, System Software, Applications Support, IT Operations Managers, Network Control and Operation, Database Administrators, Problem Manager, Network Support. It is also relevant to individuals involved in the OSA processes and functions and need a deep understanding of how these can contribute to enhance the quality of IT service support within an organisation.


On completion of this workshop and successful attempt of the examination, candidates will become proficient in:

  • 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

Module 1: Introduction to operational support and analysis
Module 2: Event management
Module 3: Incident management
Module 4: Request fulfilment
Module 5: Problem management
Module 6: Access management
Module 7: The service desk
Module 8: Functions and Roles
Module 9: Technology and Implementation Considerations

  • ITIL V3 Foundation Certificate or ITIL V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL Accredited Training Provider

Format: Closed-book
Delivery: Online and Paper-based
Questions: 8 multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
Passing Score: 70% (28 out of 40)
Duration: 90 Minutes

    • High-impact learning with case studies
    • Delivered by certified instructors
    • Targeted learning for real projects

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