ITIL  Operational support and analysis  course & exam 

The OSA module is one of the certifications in the ITIL® Service Capability stream.
The course concentrates on the application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management.
Please note that the ITIL v3 OSA exam will be withdrawn on the 1st January 2022
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Course overview

Recommended Package - $1048 > $969
  • Get certified at your own pace
  • 90 or 150 days online access
  • Fully accredited
  • Study guides, quizzes, sample exam and more
  • Tutor support
  • 24/7 helpdesk
  • Training+ Virtual Mentor session included

Course contents

This Intermediate level certification will offer you an introduction to Operational Support and Analysis processes and functions:
10 Modules
Divided into easy to absorb lessons
Includes
Video tutorials, study guides and quizzes
Study duration
30 hours
Modules in this training
  • Introduction to Operational Support and Analysis
  • Module 1 – Introduction to OSA
  • Module 2 – Event Management
    • Module 2 – Lesson 1 – Event Management Process Introduction
    • Module 2 – Lesson 2 – Policies, Principles and Basic Concepts
    • Module 2 – Lesson 3 – Designing for Event Management
    • Module 2 – Lesson 4 – Process Activities
    • Module 2 – Lesson 5 – Process Management
  • Module 3 – Incident Management
    • Module 3 – Lesson 1 – Process Introduction
    • Module 3 – Lesson 2 – Policies, Principles and Basic Concepts
    • Module 3 – Lesson 4 – Process Management Part 1
    • Module 3 – Lesson 5 – Process Management Part 2
  • Module 4 – Request Fulfilment
    • Module 4 – Lesson 1 – Process Introduction
    • Module 4 – Lesson 2 – Process Activities
    • Module 4 – Lesson 3 – Process Management
  • Module 5 – Problem Management
    • Module 5 – Lesson 1 – Process Introduction
    • Module 5 – Lesson 2 – Problem Management Process Activities
    • Module 5 – Lesson 3 – Problem Management Techniques
    • Module 5 – Lesson 4 – Process Management
  • Module 6 – Access Management
    • Module 6 – Lesson 1 – Process Introduction
    • Module 6 – Lesson 2 – Process Activities
    • Module 6 – Lesson 3 – Process Management
  • Module 7 – The Service Desk
    • Module 7 – Lesson 1 – Service Desk Introduction
    • Module 7 – Lesson 2 – Service Desk Structures
    • Module 7 – Lesson 3 – Service Desk Staffing
    • Module 7 – Lesson 4 – Managing the Service Desk
  • Module 8 – Functions and Roles
    • Module 8 – Lesson 1 – OSA Functions
    • Module 8 – Lesson 2 – Generic OSA Roles and Responsibilities
    • Module 8 – Lesson 3 – OSA Process Roles
    • Module 8 – Lesson 4 – OSA Function
  • Module 9 – Technology and Implementation
    • Module 9 – Lesson 1 – Generic Technology Requirements
    • Module 9 – Lesson 2 – OSA Technology Requirements
    • Module 9 – Lesson 3 – Lifecycle Challenges, Risks and CSFs
    • Module 9 – Lesson 4 – Planning and Implementing ITSM Tools
  • Module 10 – The Sample Exam

Course samples

Course pre-requisites

  • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
  • 21 hours of study via an accredited training solution – confirmed by your course completion certificate
  • 2 years IT experience is desirable
  • 21 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 more here
Exam pass mark
70% (28/40 marks across 8 questions)
Exam language
Extra time is available for non-native English speakers.
Exam value
4 ITIL credits

Pricing

ITIL® OSA

Intermediate
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Due to scheme regulations, this course can only be sold with the associated exam
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This course is also part of our popular ​ITIL Expert Package – Includes all the Lifecycle & Capability courses, all with 365 days access.
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Who's it for

Recommended for anyone working in Operations / Live Service, including Service Desk Management and team leaders, Desktop Support, Data Center Management and Server Support and Administration

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