ITIL Operational Support and Analysis (OSA)


The ITIL OSA (Operational Support and Analysis) Certification is one of the modules of ITIL® Capability stream which focuses on the implementation of OSA framework in order to enable event or incident, request technical or IT problem access operations and application management. This program also guides professionals on how to manage everyday operation of IT services and gain a better understanding of how to implement the ITIL framework which will enable them to deliver better support services to customers.

Course description

Operational Support and Analysis (OSA) is the one of the modules from ITIL Service Capability Stream which mainly focuses on the practical application of OSA practices which helps enabling event, request, incident, problem, access, technical, application and IT operations.

The course content is mainly based on best practices guidance contained in the ITIL Service Operations Publication.

The Course helps understanding the individuals and organizations that how they can manage the everyday operations of IT services and gain a better understanding of how they can be implement ITIL processes which will enable them for delivering and supporting services to their customers or clients.

The OSA module is worth 4 credit out of 17 required before proceeding for Managing Across Lifecycle module.

 Target audience

IT Strategists

Service designers

Delivery Managers

IT architects

Chief information officers (CIOs)

IT planners

Chief technology officers (CTOs)

IT consultants

Supervisory staff

IT audit managers

IT security managers

Course Features

    • Language – English

    • Skill level – Intermediate

    • Duration – 2 days

    • Liked by – 1472

    • Mode – Classroom / Online

Benefits to Individual

Helps in better handling of service outages and identification of their root causes which helps in costs and unplanned resource reduction

Employment prospects are been improved with good package.

Individual can identify and concentrate on highest value activities which might help there organisation.

Benefits to Organization

Ensures recovery of services and management of incidents.

Services to organizational customers and user are well managed and delivered.

Business transformation and growth can be competitively increased by Managing the customer and service portfolio.

Introduction to operational support and analysis

Event management

Incident management

Request fulfilment

Problem management

Access management

The service desk

Functions and Roles

Technology and Implementation Considerations

Course Duration

2 Days

Multiple choice examination questions

Eight questions per paper

28 marks required to pass (out of 40 available) - 70%

90 minutes’ duration

Closed book

Certification by



ITIL Foundation Certification Completion

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