ITIL Intermediate Qualification: Operational Support and Analysis (OSA)



  • IT Service Management


  • ITIL Intermediate OSA Certification (Capability Stream) Workshop


Increased competitiveness, complex business processes and technology explosion has lead to a compulsion of specialized skills marked as a mandatory for individuals involved in delivering these business services. Foundation level knowledge is nowadays a pre-requisite for perfoming service management activities, at the same time, it is also important to have specialized knowledge and expertise in handling practical real-life situations.
The ITIL Intermediate Qualification : Operational Support & Analysis (OSA) is part of the ITIL Intermediate capability stream and one of the modules that leads to ITIL Expert in IT Service Management Certificate.
Who should attend?
The course is designed for those who require a deep understanding of OSA processes and/or operational staff involved in OSA processes who wish to enhance their role-based capabilities
Course Prerequisites
Delegates willing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2011 Foundation or V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
Course Objectives
• Outline and plan key activities for operational support and analysis (OSA) processes
• Structure and define incident models
• implementation and management of the processes and function involved in providing users support and increasing IT infrastructure stability
• Evaluate and verify operational support and analysis (OSA) processes with critical success factors and key performance indicators
• Implementation aspects of Event Management, Incident Management, Request Fulfilment, Problem Management, and Access Management Processes, complemented by effective Technical Management, IT Operations Management, Application Management and Service Desk Functions.
• Prepare for and take the ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certification Exam
Course Outline
• The importance of Operational Support and Analysis while providing service
• How all processes in Operational Support and Analysis interact with other Service Lifecycle processes
• The processes, activities, methods and functions used in each of the Operational Support and Analysis processes
• The importance of IT Security and its contributions to Operational Support and Analysis
• How to measure and use the Operational Support and Analysis processes, activities and functions to achieve operational excellence
• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks
Course Mode:
• Instructor Led - Complete Classroom Learning with limited class size. The course includes work-based practical activities and discussions as well as real-life case studies.
Course Duration:
• 3 Days (Examination is conducted at the end of 3rd day of training)


Course Deliverables
• Pre-study enrollment pack consisting of ITIL reference materials
• Officially accredited extensive ITIL Courseware
• Real life case studies and practical assignments including extensive review sessions
• Official ITIL sample papers (2 sets)
• Extensive Support (Email/Phone) (Access to Innate Labs - ITIL Forums)
• Earn 24 PMI® PDUs
 100% passing guarantee - Else we pay your re-exam fees
Course Fees Includes:
• ITIL Training Fees
• ITIL 2011 Intermediate Qualification - Operational Support and Analysis (OSA) Certification Examination Fees
• 4-Star Conferencing Facilities including lunch, Tea/Coffee
• Course Deliverables as stated above

Certification Examination Details:
• Examination Format : Multiple choice, scenario-based, gradient scored questions
• Number of Questions : 8
• Pass Score : 70% i.e. 28/40
• Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
• Exam mode : Online or Paper Based Examination fully accredited by APMG-International - UK


Introduction and Overview

  • Service management as a practice
  • The service value proposition
  • Optimising operational service performance
  • The role of OSA processes in the lifecycle
  • How OSA supports the service lifecycle

Core Service Operation Processes

Event management

  • The purpose, goal and objectives of event management
  • Triggers, inputs, outputs and the process interfaces
  • Using critical success factors to check effectiveness
  • Employing active and passive monitoring tools

Incident management

  • Managing the incident lifecycle
  • Identifying process activities, methods and techniques and how they relate to the service lifecycle
  • Interaction with design services
  • Incident management involvement

Request fulfillment

  • Scope of the processes
  • The policies, principles and the request model concept
  • Dealing with service requests from users
  • How KPIs can verify effectiveness and efficiency of the request fulfillment process

Problem management

  • The objectives of the problem management process
  • Managing the lifecycle of problems
  • Value to the business and the service lifecycle
  • Identifying triggers, input and output to other processes
  • Analysing critical success factors to check efficiency

Access management

  • Policies, principles and basic concepts
  • Managing authorised user access
  • Distinguishing access management and information management
  • Executing security and availability management policies
  • Challenges and critical success factors
  • Verifying effectiveness and efficiency

Service Desk

  • Establishing the service desk objectives
  • Organisational structures and staffing options
  • Providing a single point of contact
  • Measuring effectiveness and efficiency
  • Impact of service desk on customer perception
  • Reasons and options for outsourcing the service desk

Service Operation Functions

  • Functions of technical management, IT operations management and application management
  • How the functions contribute to OSA
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analysing the function's activities

Technology Considerations

  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing service management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

  • Managing change in service operation
  • Examining implementation aspects of service operation and project management
  • Assessing and managing risk in service operation
  • Operational staff considerations in service design and transition
  • How to plan and implement service management technologies


What is this course all about?
In this course, you learn how to plan, execute, manage and optimise the operational support and analysis processes. Through personalized coaching, practical assignments, real life case studies, practice (mock) exams and extensive review sessions, you not only gain the requisite knowledge to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam but also gain detailed insights in the operational support and analysis guidance as provided by the ITIL Framework.
What background do I need?
As mentioned in the Course Details section, you would be requiring to hold ITIL 2011 Foundation Certificate OR ITIL V3 Foundation Certificate OR V2 Foundation plus Bridge Certificate to attend this course and take the ITIL Certification Exam on the final day of class.
It is also suggested that you:

  • Can showcase awareness with IT terminology and understand operational support and analysis within the context of your own business environment;
  • Have experience working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines: event management, incident management, request fulfillment, problem management, access management, service desk, technical management, IT operations management, and application management

Does this course counted towards the credits for ITIL Expert certification?
Yes, as you achieve the ITIL Intermediate Qualification: Operational Support and Analysis, you gain four credits towards the ITIL Expert certification. To be able to gain the ITIL Expert certification, you require to earn minimum of 22 credits. Please refer:
What processes comprise the Operational Support and Analysis syllabus of  ITIL 2011 Edition?
The ITIL Operational Support and Analysis Certification syllabus includes the following topics:

  • Introduction to operational support and analysis
  • Event management
  • Incident management
  • Request fulfillment
  • Problem management
  • Access management
  • Service desk
  • Common OSA functions (technical management, IT operations management, application management)
  • Technology and implementation considerations

Is this course aligned and updated according to the changes of ITIL 2011 Edition?
Yes. This course is updated as per latest ITIL 2011 edition.
What are the changes being made to ITIL Service Operation : Best Practice Guidance book for ITIL 2011 Edition?
The Process flows have been modified/revised or newly added for all processes including request fulfillment, access management and event management. key principles, including guidance around service requests and request models, and proactive problem management, have been better explained than earlier version. The publication has been revised to clarify how fundamental events flow into filters and rule engines to produce meaningful event information. The relationship between application management activities and application development activities is also explained. Other explanations/revisions include an expanded section on problem analysis techniques, coverage of procedure flow for incident matching, and further guidance for escalating incidents to problem management. Addition to this, the best practice guidelines for managing physical facilities (e.g. Data Center) has been clarified and detailed.
What is the difference between Lifecycle and Capability Qualification Certification?
The Lifecycle and Capability certification forms the two streams/paths, or branches, of the ITIL intermediate-level qualification scheme.
The Lifecycle stream consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organisation.
The Capability certificates, which includes the Operational Support and Analysis are made up of four modules, are focused toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.