ITIL Operation Support And Analysis Course (OSA)

The ITIL Operation Support And Analysis (OSA) certification is one of the modules part of the ITIL Service Capability framework.

The course concentrates on the practical implementation of OSA initiatives to facilitate a number of management processes, including abrupt and planned events, issues, access, IT, and technical and applications.

Like the other courses that are part of the ITIL Service Capability system, the OSA course is based on the best practice information offered by the ITIL Service Operation document.

The OSA course can inculcate into both, companies and individuals, the understanding of the way the day-to-day IT functions are to be overseen, and a detailed knowledge of how to implement the ITIL processes that can play a part in offering these services to users.

The course training also includes potential problems having to do with the personnel, processes, and the technology that goes into making sure that a company or entity can deliver robust and competitive IT products and services that are rudimentary to an organization’s function. 

ITIL Operation Support and Analysis Course (OSA) Credits

The ITIL Credit System stipulates that candidates require a least number of credits from every certification they through, in order to move up a step in the ITIL hierarchy.

The OSA certification will provide four credits out of the seventeen required for candidates to be able to move to the ITIL Expert Level stage.

About Course:

ITIL® Intermediate Operational Support and Analysis is a 4 day instructor led course from Learnings24x7 designed to ensure that you clear the certification exam in the very first attempt. 

The Operational Support and Analysis (OSA) module is one of the qualifications in the ITIL® Service Capability work stream. The module focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management.

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 Certificate in IT Service Management.

Target Audience:

The target group of the ITIL Intermediate Qualification: Planning, Protection and Optimization Certificate includes, but is not restricted to:

  • IT professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization which has adopted and adapted ITIL and 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, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this
  • Qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


  • Delegates attending this course must already hold the ITIL Foundation Certificate in IT Service Management
  • A minimum 30 hours of instruction with an Accredited Training Organization
  • 2 to 4 years’ professional experience working in IT service management is highly desirable

Course Syllabus:

  • Introduction to ITIL Intermediate – Operational Support and Analysis
    • Understand purpose and objective of Service Operation phase
    • Creation of business value and the optimization of operational service performance
    • The value to the business of OSA activities and context of OSA activities within the service lifecycle 
    • How OSA activities support the service lifecycle
    • Optimizing service operation performance
  • Operational Support and Analysis Processes & Functions
    • Event Management
    • Incident Management
    • Request Fulfilment
    • Problem Management
    • Access Management
    • The Service Desk Function
    • Application Management Function
    • IT Operations Management Function
    • Technical Management Function
    • For each of the OSA processes and functions the following subsections will be included:
    • Purpose and objectives
    • Scope, Value to Business
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Information Management
    • Critical success factors (CSF’s) and key performance indicators (KPI’s)
    • Challenges and risks
    • Key Roles and Responsibilities
  • Technology and Implementation Considerations
    • The generic requirements for technology to support process capability
    • The evaluation criteria for technology and tools for process implementation
    • Project, risk and staffing practices for process implementation
    • The challenges, critical success factors and risks related to implementing practices and processes
    • How to plan and implement service management technologies

Mock Examination

Certification Exam Details:


ITIL 2011 – Intermediate – OSA (4 Credits)


Eight (8) multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.


Maximum 90 minutes for all candidates in their respective language

Provisions for additional time relating to language

Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.


  • ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications

  • Completion of an Accredited course from an ITIL Accredited Training Provider



Open Book


Pass Score

28/40 or 70%


This examination is available in Online or Paper based format.

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Available seats
$ 2500
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