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.

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

Insights about ITIL Operation Support & Analysis Training Courses

Target Candidate
Exam Pre-requisites
Exam Format

Syllabus of ITIL Foundation Training

    • Introduction to Operation Support & Analysis
    • Event Management
    • Service Design
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
    • Service Desk
    • Functions and Roles
    • Technology Implementation Considerations
    • Summary, exam preparation and direct studies

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

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