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Shop Online Training > ITILOperational Support & Analysis (OSA) Course

The Capability stream is targeted at delegates who will carry out ITIL processes on a day to day basis.
The Operational Support and Analysis course covers principles and processes that allow delegates to create an efficient and effective support offering for live services.

  • Study online at your own pace
  • 90 or 150 days online access
  • Fully accredited
  • Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
  • Tutor support available via email

  • Please choose your options:
    OSA Course

    Only one course duration can be selected at a time.

    • 649 $
    • 729 $
    Course Extension

    Only one extension option can be selected at a time.

    • 249 $
    • 499 $
    Intermediate Exam

    Tick the box below if you require an exam.

    • 299 $
    OSA Resources

    Core volume online 365 days access Service Operation

    • 100 $
    Package Saver

    Select the following and SAVE 15%
    90 Days Access + Voucher + ITIL Core Volume (SO)

    Package Saver

    Tick the box below to apply your 15% saver

    • -15 $

WOOCS 1.1.7
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Course contents

  • 10 Modules, divided into easy to absorb lessons
  • Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Operation core volume is recommended

Topics included…

  • Introduction to Operational Support and Analysis
  • OSA processes and functions:
    • Event Management
    • Incident Management
    • Request Fulfilment
    • Access Management
    • Problem Management
    • Service Desk
    • Technical Management
    • Application Management
    • IT Operations Management
  • Technology and implementation considerations
  • Preparing for the exam


Course Samples


  • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
  • 30 hours of study via an accredited training solution – confirmed by your course completion certificate
  • 2 years IT experience is desirable
  • 12 hours of self-study using the Service Operation core volume is recommended

Exam Details

  • Exam duration: 90 minutes
  • Exam format: closed book, multiple choice
  • Exam delivery: online, webcam proctored.  Read about online exams here
  • Exam pass mark: 70% (28/40 marks across 8 questions)
  • Exam language: extra time is available for non-native English speakers.  Contact us for current translation availability
  • Exam value: 4 ITIL credits
  • Exam vouchers sold separately to training