ITIL Operational Support & Analysis (OSA)
ITIL® Intermediate Service Capability qualification - Operational Support and Analysis Certificate

atoitil-pplThe ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a free-standing 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.

  • Overview
  • Objectives
  • Target Group
  • Prerequisites
  • Deliverables
  • Certification Exam
The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle and specifically in the following key ITIL process, role and function areas:
  • Event management
  • Incident management
  • Request fulfilment
  • Problem management
  • Access management
  • Functions (Service Desk, Technical, IT operations and Application management)
Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:
  • How the processes in OSA interact with other service lifecycle processes
  • How to use the OSA processes, activities and functions to achieve operational excellence
  • The importance of IT security and its contributions to OSA
  • Understanding the technology and implementation considerations surrounding OSA
  • The challenges, critical success factors (CSFs) and risks associated with OSA
  • Specific emphasis on the service operation lifecycle processes and roles
  • Operational activities of processes covered in other lifecycle stages
  • Organizing for service operation
This course also introduces and explores the implementation of OSA practices, as well as technology considerations.
The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to:
  • IT professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of the OSA processes
  • IT professionals who are working within an organization which has adopted and adapted ITIL
  • Operational staff involved in OSA processes
  • Individuals who wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate which must be presented as documentary evidence to gain admission. It is recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand OSA within the context of their own business environment
  • Have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the management disciplines
Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publication.
The classroom training is delivered in varying formats and training includes lecture and interactive sessions where the instructor covers each knowledge area and follows it up through a discussion session and hands-on exercises to reinforce the knowledge imparted. Accredited courseware will be provided as classroom handouts (hard copy) which inculde:
  • Presentation material
  • Homework and assignments
  • Summary course notes
  • Sample practice tests
  • Assessment  exams
The course is assignment based, with practical coursework and is based upon the five ITIL Books and prepares delegates for the ITIL Operational Support & Analysis certificate examination.
To be eligible for the examination leading to the ITIL Intermediate Certificate, the candidate must complete atleast 30 contact hours as part of a formal, approved training course/scheme

Exam : Closed book, supervised ; online / paper
Questions : 8
Time : 90 minutes
Type : Multiple choice, scenario-based, gradient-scored
Pass Score : 28/40 or 70%
  • The training helped us understand the concepts by interlinking real life scenarios making them easy to remember
    Aparna Samala IT Manager at CA Technologies
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High Quality Training
All our training programs are delivered by senior trainers with real-world consulting experience. Deliverables include hard-copy accredited course-ware and the official certification exam.
On-Site / Public Schedule
Training can be delivered on-site at a location of your choice - exclusively for your organization. Please contact us with your specific requirements.