ITIL® OSA (Operational Support & Analysis)

5-day public or private CLASSTRAINER course

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The ITIL® OSA (Operational Support & Analysis) course provides, tests and validates knowledge on industry practices in service management as documented in the ITIL® Service Lifecycle core publications The ITIL® OSA course and associated examination are free-standing and form part of the ITIL® intermediate capability stream.

It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 4 points.


The ITIL® Certificate in Operational Support and Analysis (OSA) is intended to enable the holders of the certificate to apply ITIL® OSA practices in support of the service management lifecycle and specifically in the following key ITIL® process, role and function areas:

  • Introduction to service strategy
  • Service Monitoring & Event management
  • Incident management
  • Request fulfilment
  • Problem management
  • Access management Service desk
  • Technical management
  • Application management
  • IT operations management
  • Technology and implementation considerations

Who should attend?
The ITIL® OSA course and examination are suitable for:

  • Individuals who require a deep understanding of the ITIL OSA processes and how they may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service


Management for which this qualification can be one of the prerequisite


Students wishing to attend this ITIL OSA course and take the examination must fulfil the following requirements:

  •  Hold the ITIL Foundation Certificate in IT Service Management which
    must be presented as documentary evidence to gain admission
  • Attend an accredited training course
    In addition, it is desirable that students have a basic IT literacy and around 2
    years IT experience.


The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers proven implementation track record.


The course will cover:

Introduction to operational support and analysis

Operational Support and Analysis (OSA) terms and core concepts including the value to the business of OSA activities, the lifecycle within the OSA context the scope of OSA processes and functions and optimizing service operation performance

Event management, incident management, request fulfilment, problem management, access management

Each process inclusive of its design strategy, components, activities, roles, operation, organizational structure and interfaces with other processes.
Efficient execution of the process and examples showing how it is used to ensure service quality within OSA and the benefits and business value that can be gained

The service desk

The complete end-to-end process flow for the service desk function, its design strategy, components, activities, operation and interfaces with other processes or lifecycle phases. Service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA.

A measurement model and the metrics that would be used to support the service desk function within OSA practices.

Technical management, application management, IT operations management

The end-to-end process flow for other OSA functions, design strategy, objectives, components, activities, roles, operation, organizational structure and interfaces with other processes.

Benefits and business value that can be gained from functions as related to OSA.

Technology and implementation considerations

Technology requirements for service management tools and where/how they would be used within OSA for process implementation.

The use of best practices to alleviate challenges and risks when implementing service management technologies.


Delegates will be issued with a course workbook, in-course hand-outs and other relevant material.


The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions.

Successful delegates will be awarded the ITIL Intermediate Qualification: Operational Support and Analysis Certificate.The qualification is free standing, but also counts as 4 credits towards the ITIL Expert Certification.

Delivery Options

CLASSROOM-TRAINER (Public) – A public schedule of classroom based training events
CLASSROOM-TRAINER (Private) – Onsite, private training courses for individual organizations and their staff (contact us for a quote)
E-learning solution (CLOUD-TRAINER (DIY)) – Online Self Study courses with mentoring support