ITIL Operational Support & Analysis


ITIL Operational Support & Analysis

Operational Support and Analysis (OSA) Certificate is a freestanding 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. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.



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

► Event management
► Incident management
► Request fulfillment
► Problem management
► Access management
► Service desk
► Technical management
► IT operations management
► Application management

Target Candidate:

The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to:

► IT professionals | Business managers | Business process owners
► Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it 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 fulfillment 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 seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules


Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Course Outline:

Learning Unit OSA01: Introduction to operational support and analysis
Learning Unit OSA02: Event management
Learning Unit OSA03: Incident management
Learning Unit OSA04: Request fulfillment
Learning Unit OSA05: Problem management
Learning Unit OSA06: Access management
Learning Unit OSA07: The service desk
Learning Unit OSA08: Functions and Roles
Learning Unit OSA09: Technology and implementation considerations

Learning Objectives:
Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:
► 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
► Operational activities of processes covered in other lifecycle stages
► 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

Exam Format:
► Eight (8) multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answer options, one 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
► Maximum 90 minutes for all candidates in their respective language
► Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary
► Closed book exam
► Pass score 28/40 or 70%


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