ITIL® Intermediate Capability – Operational Support and Analysis (OSA)

The ITIL 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.

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
  • Service desk
  • IT operations management
  • Technical and application management
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The target group of the ITIL Intermediate Qualification: Operational Support & Analysis Certificate include, but are not restricted to:

  • IT Professionals
  • Business managers
  • Business process owners
  • Individuals who require an understanding of the OSA processes and of how it may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization that has adopted and adapted ITIL
  • Operational staff involved in the OSA processes.
  • Individuals who wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert or Master Certificate in IT Service Management

The course aims to ensure that the candidate have the requisite knowledge, interpretation and analysis of OSA processes and management principles, techniques and relationships and their application for the effective management.

The course consists of the following modules:

  • Introduction to IT service management and OSA [day 1]
  • Event Management [day 1]
  • Incident Management [day 1]
  • Request Fulfilment [day 2]
  • Problem Management [day 2]
  • Access Management [day 2]
  • The Service Desk [day 3]
  • Operations Management [day 3]
  • Technical & Application Management [day 3]
  • OSA roles and responsibilities [day 4]
  • Technology implementation considerations [day 4]
  • Sample exam and feedback [day 4]

The formal course is based on a set of lectures supported by slides, student handbooks, exercises and sample examination questions. This course consists of two student manuals that expand on the topics covered in the lectures. Students should use this material to prepare for the exam.

To be eligible for the examination leading to the ITIL Service Strategy, the candidate must fulfil the following requirements:

  • Have undertaken at least 24 contact hours approved training.
  • Hold the ITIL Foundation Certificate in IT Service Management.
  • Have at least 2 years’ professional experience working in IT service management.
  • Completed a minimum 12 hours of personal study by reviewing the course material provided.
  • It is recommended that candidates have experience of working in the service management capacity within a service provider environment, with responsibility for at least one of the Service Strategy processes outlined above.
  • A maximum of 16 participants will be allowed to attend a classroom course.

The course do not by default include the exam, the exam can be booked with the course or separately at a later stage.

The exam consists of 8 multiple-choice, scenario-based, gradient scored questions, each question will have 4 possible answer options, one of 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 (if available) and where the language of the exam is not their primary business language, have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.

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