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ITIL Operational Support and Analysis (OSA)

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itil1 ITIL Operational Support and Analysis (OSA)

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.


Individual Benefits

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.

Organization Benefits

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.

Target Audience

IT Strategists

Delivery Managers

Chief information officers (CIOs)

Chief technology officers (CTOs)

Supervisory staff

IT security managers

Service designers

IT architects

IT planners

IT consultants

IT audit managers

Course outline

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

Exam Information

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

Course Takeaways

2 day of classroom session

Accredited study material

Live examples with informative case studies

Extraordinary training with excellence methodology

Instant exam with preliminary result

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