​ITIL® ​​Operational Support & Analysis Course

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​The Operational Support and Analysis (OSA) module is one of the certifications in the ITIL® Service Capability work 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.

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​course ​​Overview

 

ITIL ​OSA certification at your own pace!

​90 or 150 days online access

Fully accredited

ITIL ​OSA study guides 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 mandatory study, also 12 hours self-study with the Service Operation core volume is recommended

Lessons in this training

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    ​Introduction to Operational Support and Analysis
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    Module 1 - Introduction to OSA
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    Module 2 - Event Management
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    Module 2 - Lesson 1 - Event Management Process Introduction
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    Module 2 - Lesson 2 - Policies, Principles and Basic Concepts
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    Module 2 - Lesson 3 - Designing for Event Management
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    Module 2 - Lesson 4 - Process Activities
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    Module 2 - Lesson 5 - Process Management
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    Module 3 - Incident Management
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    Module 3 - Lesson 1 - Process Introduction
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    Module 3 - Lesson 2 - Policies, Principles and Basic Concepts
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    Module 3 - Lesson 4 - Process Management Part 1
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    Module 3 - Lesson 5 - Process Management Part 2
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    Module 4 - Request Fulfilment
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    Module 4 - Lesson 1 - Process Introduction
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    Module 4 - Lesson 2 - Process Activities
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    Module 4 - Lesson 3 - Process Management
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    Module 5 - Problem Management
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    Module 5 - Lesson 1 - Process Introduction
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    Module 5 - Lesson 2 - Problem Management Process Activities
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    Module 5 - Lesson 3 - Problem Management Techniques
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    Module 5 - Lesson 4 - Process Management
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    ​Module 6 - Access Management
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    Module 6 - Lesson 1 - Process Introduction
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    Module 6 - Lesson 2 - Process Activities
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    Module 6 - Lesson 3 - Process Management
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    Module 7 - The Service Desk
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    Module 7 - Lesson 1 - Service Desk Introduction
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    Module 7 - Lesson 2 - Service Desk Structures
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    Module 7 - Lesson 3 - Service Desk Staffing
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    Module 7 - Lesson 4 - Managing the Service Desk
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    Module 8 - Functions and Roles
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    Module 8 - Lesson 1 - OSA Functions
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    Module 8 - Lesson 2 - Generic OSA Roles and Responsibilities
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    Module 8 - Lesson 3 - OSA Process Roles
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    Module 8 - Lesson 4 - OSA Function
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    Module 9 - Technology and Implementation
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    Module 9 - Lesson 1 - Generic Technology Requirements
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    Module 9 - Lesson 2 - OSA Technology Requirements
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    Module 9 - Lesson 3 - Lifecycle Challenges, Risks and CSFs
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    Module 9 - Lesson 4 - Planning and Implementing ITSM Tools
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    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)
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    ​30 hours of study via an accredited training solution – confirmed by your course completion certificate
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    2 years IT experience is desirable
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    21 hours of self-study using the Service ​Operation core volume is recommended

ITIL ​OSA 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.

Exam value:
​4 ITIL credits

Exam vouchers sold separately to training unless you choose the recommended package

Pricing

ITIL ​​OSA Course


Course only

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    90 Days Online Access - $649 - BUY NOW
    30 Days Online Access
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    150 Days Online Access - $729 - BUY NOW
    Online Exam

ITIL OSA resources

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    Core volume online access - $100 - BUY NOW
    Online Exam

ITIL Intermediate Exam

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    Intermediate Exam - $299 - BUY NOW
    Online Exam

Recommended Package

90 days access + Exam + eBook

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    90 Days Online Access
    30 Days Online Access
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    Online Intermediate Exam
    Online Exam
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    SO - Core volume online access
    Lifecycle Essentials eBook

Save $79


USD $1048 $969

​Team Training

ITIL ​Operational Support & Analysis for teams

Book training for 3 or more people and receive:

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    ​Multi-user discounts from 20%
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    ​Dedicated account manager
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    ​Extended study periods available
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    3 or more users, savings start at 20%

Local taxes applied at checkout

​This course is also part of our popular ITIL Expert Package - Includes the ITIL Foundation , Service Srategy, Service Design, Service Transition, Service Operarion, Continual Service Improvement, Managing Across the Lifecycle courses, and all the capability courses all for 365 days access.


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


Trusted, awarded and accredited

​Fully accredited to ensure we provide the highest possible standards in learning

Fully accredited to ensure we provide the highest possible standards in learning
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