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About Course Information
ITIL® Operational Support and Analysis is one of five courses making up the ITIL Intermediate Service Capability stream. ITIL® Operational Support and Analysis focuses on the principles and techniques used in the service improvement stage of the lifecycle.
The Learning Curve
ITIL® Operational Support and Analysis is one of five courses making up the ITIL Intermediate Service Capability stream. ITIL® Operational Support and Analysis focuses on the principles and techniques used in the service improvement stage of the lifecycle.
Our Operational Support and Analysis Course lasts 5 days. Through expert tuition, individual exercises, group discussions and mock exams, you will gain an understanding of how to apply OSA practices in support of the service management lifecycle and prepare to pass the Operational Support and Analysis exam.
We provide full support throughout the exam process to ensure a smooth and stress-free experience. The exam is available online and can be scheduled at your convenience, subject to availability.
You must complete ITIL® Foundation.
ITIL® Operational Support and Analysis (OSA) Course Outline
Introduction to OSA
Service Operations
OSA Processes and Functions
Events Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Service Operations Functions
Common Service Operations Activities
Organisational Structures
Technology and Implementation Considerations
Implementing Service Operation
Get to know about the ITIL® Operational Support and Analysis processes, activities, and functions
Learn the importance of ITIL® Operational Support and Analysis while providing quality service within the organisation
Identify how ITIL® Operational Support and Analysis interacts with another services of ITIL® Service Lifecycle
Determine various methods or techniques needed to measure ITIL® Operational Support and Analysis
Course Highlights
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Duration: 5 Days
Corporate Training
Empower your teams with ITIL® 4 Training aligned to your business goals. Enhance performance, drive efficiency, and scale IT capabilities across your organisation.
Upcoming Batches
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What’s Included
Learn the basics of ITIL® and how to apply and adapt it to your business Learn the basics of ITIL® and how to apply and adapt it to your businessLearn the basics of ITIL® and how t
Digital Delegate Pack
Interactive course
Scenario-based learning
Virtual Classroom Training
Virtual Classroom
You can join live classroom training (virtual) while staying at your home and feel safe.
More Affordable
An affordable way of learning while saving your travel and accommodation expenses.
Expert Instructor Support
A dedicated instructor will be assigned throughout the training, to guide for any issues.
More Convenient
A more convenient way of learning from any location with extra comfort.
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Frequently Asked Questions?
This course is part of the ITIL® Intermediate Service Capability stream and focuses on the practical application of OSA processes to ensure efficient delivery of IT services and support.
The course is ideal for IT professionals involved in event,
incident, problem, request, access, and technical management—especially those
working in operational or support roles.
Delegates must hold the ITIL® Foundation Certificate in IT Service
Management before undertaking the OSA module and certification exam.
The course covers key processes such as event management, incident
management, request fulfilment, problem management, access management, as well
as service desk functions and technical and IT operations management.
Yes, the course includes the official ITIL® Operational Support and
Analysis exam. It can be taken online or at a test centre, depending on
provider options and delegate preference.
Yes, it is accredited by PeopleCert and widely recognised by
employers and organisations around the world as a valuable IT service
management credential.
You will gain expertise in managing and coordinating day-to-day IT
operations, restoring services quickly, and supporting service delivery with
minimal disruption to business activities.
OSA is one of four modules in the Service Capability stream and can
count toward the credits needed for the ITIL® Expert Certification.
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