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ITIL Operational Support and Analysis

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The 4-day ITIL® Operational Support and Analysis (OSA) course is an independent certification and prepares the candidate for the Managing Across the Lifecycle and ITIL® Expert certifications.  You will gain detailed knowledge of ITIL® V3 Service Operation and an understanding of how those practices relate to the full ITIL® Service Management Lifecycle.  The lectures and exercises in this class will provide you with the information that you need to participate in the design of Services that can be successfully supported in Service Operation.

During this class, we will explore the processes for performing operational work in an Information Technology organization. We'll discuss and practice Best Practice methodologies for ensuring that all of the operational activities that make up an IT Operations unit are correctly designed to work within the overall Service Lifecycle.  As one of the Capability courses, there is a strong focus on exercises and practical application of the materials in the ITIL® publications.

The partner Lifecycle course, Service Operation, provides more detailed information on the execution of Service Operation activities to meet Service Level Agreements, carry out routine maintenance and communications, and embed the principles of Continuous Improvement.  The OSA course is focused on correct process and organizational design to ensure successful operation of the activities.


Participants will gain practical skills in the following areas:

  • Service Management Practice
  • Service Operation principles and processes
  • Service Lifecycle process interfaces with OSA processes
  • OSA processes, activities, functions and roles
  • Operational activities of other Lifecycle phases
  • Measurements and metrics of OSA
  • Importance of IT security
  • Organizing for service operation
  • Technology and implementation considerations
  • Understanding and analyzing Challenges, Critical Success Factors and Risks associated with OSA.


Who Should Attend

The ITIL®Intermediate Operational Support & Analysis course is appropriate for individuals who:

  • IT professional
  • Business managers
  • Business process owners
  • Have attained the V3 ITIL® Foundation or Foundation Bridge certificate in Service Management.
  • Require a deep understanding of ITIL® Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization.
  • IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program.
  • Operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.



This qualification is only available to candidates who hold the V3 Foundation or Foundation Bridge Certificate in IT Service Management.

Demonstrated familiarity with Service Operational Analysis in their own business environment is recommended as is experience with the Service Operation Processes and Functions. It is strongly recommended that candidates read the core Service Lifecycle publications before attending this class.


At the end of the course, participants will write ITIL® Intermediate Operational Support and Analysis examination.  This is an eight question, scenario based, multiple choice exam on which delegates are required to score 70% to be awarded ITIL® Intermediate Certificate in Operational Support and Analysis.


You will receive a course binder containing copies of presentation slides, case studies, exercises, suggested solutions and practice exams.

What You Will Learn

Introduction to Operational Support and Analysis

  • Service Management as a practice
  • Value definition
  • Underpinning processes and functions
  • Contributions to OSA


Processes in Service Operation

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

Functions in Service Operation

  • Service Desk
  • Technical Management
  • Applications Management
  • IT Operations Management including IT Operations Control and Facilities Management


Technology and Implementation

  • Technology
  • Implementation


Wrap up, Mock and Exam

course info

Course ID: SO-6106
Course Level: Intermediate
Duration: 4 days

upcoming sessions

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PMI Talent TriangleThe following table provides the breakdown of the professional development units (PDUs) for this course aligned with the PMI Talent TriangleTM.

  Tech. Ldrshp. Strat. & Bus.
PMP 7 0 21
PgMP 7 0 21
PfMP 0 0 21
PMI-ACP 0 0 21
PMI-SP 0 0 21
PMI-RMP 0 0 21
PMI-PBA 0 0 21

The three columns in the above table are Technical Project Management, Leadership, and Strategic & Business Management.

Other Credits

Other professional (re)certification credits are available, including:

  • Certified Business Analyst Professionals (CBAPs) earn 28CDUs (Category 2B)
  • Certified Software Quality Engineers (CSQEs) earn 4 RU
  • CIPS Information Systems Professionals (ISPs) earn 28 Learning Credits
  • CIPS Information Technology Certified Professional (ITCPs) earn 28 Learning Credits