ITIL® Operational Support & Analysis (OSA)

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About this Course

Long gone are the days where the data center was in the basement and the ‘helpless desk’ was a necessary evil. Today, businesses are irreversibly dependent upon technology and real dollars are lost when IT services are not available. The IT Infrastructure Library® (ITIL®)capability course – Operational Support and Analysis (OSA) – provides the best practice process knowledge required to monitor, deliver and support the IT services required to meet business needs, while preventing and reducing the costs of outages and lost productivity.

This five (5) day course provides in-depth knowledge of the ITIL® Operational Support and Analysis (OSA) areas:

  •  Event Management
  •  Incident Management
  •  Request Fulfillment
  •  Access Management
  •  Problem Management
  •  Service Desk
  •  Technical Management
  •  IT Operations Management
  •  Application Management

Written in-house by the ITSM Academy content team, the course includes ITSM Academy’s unique series of exercises, Living the Lifecycle®.  Woven through all ITSM Academy’s ITIL® certification classes, this series brings processes and concepts to life and identifies practical ways to overcome real-world challenges.  Living the Lifecycle® successfully enables active learning by encouraging participants to:

  •  Discuss and understand pure ITIL® concepts
  •  Apply concepts to a neutral, real world situation
  •  Learn different perspectives
  •  Reinforce examinable concepts

Audience Profile

  • IT professionals, business managers and process owners who require a deep understanding of the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service support within an organization
  • Individuals seeking to achieve the ITIL® Master or ITIL® Expert Certification

At Course Completion

Upon successful completion learners will understand:

  • OSA activities and their value
  • OSA processes: Event, Incident, Problem and Access Management, along with Request Fulfillment
  • OSA roles, responsibilities and functions including the Service Desk, Technical Management, IT Operations Management and Application Management Technology and implementation considerations
  • Challenges, critical success factors and risks


  • The ITIL® Foundation Certification in IT Service Management
  • Two (2) to four (4) years professional experience with service management
  • Learners must complete at least 12 hours of personal study - ideally, candidates should have read the pertinent areas of the ITIL® publications and in particular the Service Operationpublication

Exam & Certification:

Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® Intermediate Qualification: Operational Support and Analysis Certificate.

ITIL® Expert:

Earn 4 credits of the 22 required to achieve the ITIL® ExpertCertification.

Project Management Institute (PMI) Professional Development Units (PDUs): 

ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 38 contact hours or PDUs upon completion of this course.


ITIL® is a registered trade mark of AXELOS limited.

IT Infrastructure Library® is a registered trade mark of AXELOS limited.

All ITIL® courses are offered by Service Management Dynamix and ITSM Academy.

Course Outline

  • Introduction
  • Service Management as a Practice
  • Service Lifecycle
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
  • Technology and Architecture
  • Exam Preparation
  • Course Evaluation
  • Exam