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ITIL® V3 Capability: Operational Support & Analysis  (OSA)

4 Day Instructor Led Course - 4 Credits Towards ITIL® Expert track.


The ITIL® Intermediate Qualification: 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 in IT Service Management Certificate. 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 the practices in resolution and support of the Service Management Lifecycle.

Target group

The target group of the ITIL® Expert Qualification: Operational Support and Analysis is:
  • Individuals who have attained the V3 ITIL® Foundation certificate in Service Management, or the V2 Foundation plus the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL® certifications.
  • Individuals who require a deep understanding of ITIL® Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organisation.
  • IT professionals that are working within an organisation that has adopted and adapted ITIL® 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
This may include but is not limited to, IT professionals, business managers and business process owners.

Learning objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
  • Service Management as a Practice
  • Service Operation Principals
  • The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
  • Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management
  • Service Operations and Support Service Operation roles and responsibilities
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and risks
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, 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, to eliminate recurring Incidents and to minimize 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 phases such as:
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Capacity Management
  • Availability Management
  • Knowledge Management
  • Financial Management for IT Services, and
  • IT Service Continuity Management


Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

Learning outcomes

Following completion of this unit, the candidate will possess knowledge of:
  • The importance of Service Management as a Practice concept and Service Operation Principles, purpose and objectives
  • The importance of ITIL® Operational Support and Analysis while providing servi
  • How all processes in ITIL® Operational Support and Analysis interact with other Service Lifecycle processes
  • The processes, activities, methods and functions used in each of the ITIL Operational Support and Analysis processes
  • How to use the ITIL® Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure ITIL® Operational Support and Analysis
  • The importance of IT Security and its contributions to ITIL® Operational Support and Analysis
  • Understanding the technology and implementation considerations surrounding ITIL® Operational Support and Analysis
  • The challenges, Critical Success Factors and risks associated with ITIL® Operational Support and Analysis.

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