ITIL® Operational Support & Analysis (OSA) eLearning - $599 (with exam)

https://www.goodelearning.com/courses/it-service-management/itil-operational-support-analysis

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Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 25+ hours

  • Access period: 6 months

  • Credits awarded: 4

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

ITIL® Operational Support & Analysis (OSA)
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  Wasn't sure if I should do in-class or self paced. The ITIL training from Good e-Learning was well organized and the quizzes were a great recap. I passed the exam!  

About this course:

Earn your ITIL Operational Support & Analysis (OSA) certification with the award-winning team at Good e-Learning!

OSA serves as a vital role in ensuring that IT-powered services can run smoothly, with practitioners monitoring for issues and taking appropriate actions whenever necessary. This course will teach you everything you need to know about ITIL OSA, including key processes such as event, incident, request, problem, access, technical, IT operations, and application management. Kickstart your ITIL V3 training today and get one step closer to becoming a certified ITIL Expert!

Who is this course aimed at?

  • ITIL learners who have recently passed the ITIL V3 Foundation exam

  • Learners wishing to reach the level of ITIL Expert or ITIL Master

  • Organizations planning to fully adopt ITIL V3 best practices

  • Anyone seeking a practical understanding of the role that Operational Support & Analysis plays within the ITIL Service Lifecycle

  • Learners looking to pass the ITIL Operational Support & Analysis (OSA) exam on their first attempt

What will you learn by taking this course?

  • Event Management - Ensuring that Configuration Items (CIs) and services are constantly monitored, with the aim of filtering and categorizing events in order to decide on appropriate actions when necessary

  • Incident Management - Enabling the effective management of the ITIL Service Lifecycle. This includes solving any incidents in order to ensure that IT services can be returned to users as quickly as possible

  • Access Management - Ensuring that authorized users are able to access services, while also denying access to non-authorized users

  • Problem Management - Effectively managing any problems that appear when carrying out the ITIL Service Lifecycle. This includes preventing them from happening and minimizing the damage when they cannot be prevented

  • Technical Management - Providing technical expertise and support for the management of IT infrastructures

  • Request Fulfillment - Fulfilling service requests or requests for information

  • IT Operations Management - Enabling the management of IT services and their underlying infrastructures, while also executing day-to-day routine tasks related to the operation of infrastructure components and applications

  • Application Management - Enabling the effective management of applications throughout each lifecycle stage, including the Design, Testing, Operation, and Improvement stages. The course also helps students develop the skills required to operate an IT organization's applications

  • Service Desk - Ensuring that service requests are effectively received and processed in order to assist users. The course also addresses how to coordinate incident resolution with specialist support groups

  • Everything needed to pass the official ITIL Operational Support & Analysis (OSA) exam

Why should you take this course?

  • ITIL is one of the world’s most successful and widely-used frameworks for IT service management

  • Good e-Learning is not only an award-winning online training provider but also an accredited ‘Market Leader’ for ITIL training

  • The course features interactive slides, custom graphics, and instructor-led videos, along with other online training assets created with help from highly experienced ITIL practitioners

  • The course features regular knowledge checks, as well as a practice exam simulator

  • Good e-Learning offers expert tutor support

  • Passing the ITIL Operational Support & Analysis (OSA) exam is worth four ITIL credits, which can be used to qualify for the Managing Across the Lifecycle (MALC) exam

  • We offer each student 6 months of access, a FREE exam voucher, as well as a FREE resit with Exam Pledge (T&Cs apply)

  • This course is fully accredited by PeopleCert on behalf of AXELOS

Module 1: Introduction to Operational Support and Analysis

Learning Objectives

This module provides an introduction to the core concepts and terminology of the ITIL Service Lifecycle and the roles that OSA activities play within it.

Candidates will learn to understand and describe:

The value to the business of OSA activities
The scope of OSA processes and functions
The lifecycle within the OSA context
How OSA activities support the service lifecycle
Optimizing service operation performance

Module 2: Event Management

Learning Objectives

This module covers how the process of event management contributes to OSA practices. It provides a complete overview of the objectives, scope and importance of event management as a process to generate business value.

Event management policies, principles, concepts, designs, activities, methods and techniques are explained in relation to both OSA practices and information management.

The candidate must be able to understand and describe:

The purpose and objectives of the event management process
The scope of the event management process
The value to business and to the service lifecycle
The policies, principles and basic concepts of event management
Designing for event management
Use of event rule sets and correlation engines
The process activities, methods and techniques that enable this process and how it relates to the service lifecycle
The triggers, inputs and outputs, and interfaces
Information management within the event management process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the event management process
The challenges and risks associated with the event management process

Module 3: Incident Management

Learning Objectives

This module covers how the process of incident management contributes to OSA practices.

The module provides a complete overview of the objectives, scope and importance of incident management as a process for generating business value. Incident management policies, principles, concepts, activities, methods and techniques are also explained in relation to OSA practices.

To achieve the learning outcomes and prepare for the official examination, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:

The purpose and objectives of the incident management process
The scope of the incident management process
The value to business and to the service lifecycle
The policies, principles and all basic concepts of incident management
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs and outputs and interfaces
Information management within the incident management process
How critical success factors and key performance indicators can be used to check the effectiveness and efficiency of the incident management process
The challenges and risks associated with the incident management process

Module 4: Request Fulfillment

Learning Objectives

This module covers the request fulfillment process and how it contributes to OSA.

We explore the objectives, scope and importance of request fulfillment as a process for generating value for businesses. The module also explains request fulfillment policies, principles, concepts, activities, methods, request models and techniques in relation to OSA practices.

The candidate must be able to understand and describe:

The purpose and objectives of the request fulfillment process
The scope of the request fulfillment process
The value to business and to the service lifecycle
The policies and principles of request fulfillment and the request model concept
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs and outputs and interfaces
Information management within the request fulfillment process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the request fulfillment process
The challenges and risks associated with the request fulfillment process

Module 5: Problem Management

Learning Objectives

This module covers how the problem management process contributes to OSA practices.

The module offers a complete overview of the objectives, scope and importance of problem management as a process for generating business value.

We also look at problem management policies, principles, concepts, activities, methods, problem models and techniques in relation to OSA practices and information management.

The candidate must be able to understand and describe:

The purpose and objectives of the problem management process
The scope of the problem management process
The value to business and service lifecycle
The policies and principles of problem management and the problem model concept
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs and outputs, and interfaces
Information management within the problem management process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the problem management process
The challenges and risks associated with the problem management process

Module 6: Access Management

Learning Objectives

This module covers how the access management process contributes to OSA practices.

The module offers a complete overview of the objectives, scope and importance of access management as a process for generating business value. We also look at access management policies, principles, concepts, activities, methods, access models and techniques in relation to OSA practices and information management.

The candidate must be able to understand and describe:

The purpose and objectives of the access management process
The scope of the access management process
The value to business and service lifecycle
The policies and principles of access management
The process activities, methods and techniques and how they relate to the service lifecycle
The triggers, inputs and outputs, and interfaces
Information management within the access management process
How critical success factors and key performance indicators can be used to check effectiveness and efficiency of the access management process
The challenges and risks associated with the access management process

Module 7: The Service Desk

Learning Objectives

This module covers the service desk function and how it contributes to OSA.

The module offers a complete overview of the objectives, scope and importance of the service desk as a function for generating business value. We also look at service desk policies, principles, concepts, activities, methods and techniques in relation to OSA.

The role of the service desk is also explored in relation to organizational structures, staffing options and outsourcing strategies.

The candidate must be able to understand and describe:

The service desk role
The service desk objectives
Different service desk organizational structures
Different service desk staffing options
Measuring service desk performance
Issues and safeguards to consider when outsourcing the service desk
Performance management
Issues for outsourcing

Module 8: Common OSA Functions and Roles

Learning Objectives

This module deals with how the service operation functions of technical management, IT operations management and applications management contribute to OSA practices.

We define the roles of each function, as well as their objectives, scope, importance, policies, principles, concepts, activities, methods and techniques, all in relation to OSA.

The candidate must be able to understand and describe:

The roles of each function
Their objectives
The objectives and activities of the OSA functions

Module 9: Technology and Implementation Considerations

Learning Objectives

This module covers the implementation of technology as part of enabling service management process capabilities. It also covers the special technology functions and features that are related to OSA practices.

The candidate must be able to understand and describe:

The generic requirements for technology to support process capability
The evaluation criteria for technology and tools for process implementation
Project, risk and staffing practices for process implementation
The challenges, risks and CSFs related to implementing practices and processes
How to plan and implement service management technologies
Evaluating tools, planning and implementing technologies

Module 10: Exam Preparation

Learning Objectives

This module prepares you for the ITIL Operation Support and Analysis examination.

In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Operational Support & Analysis Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

When you are ready to use your free exam voucher, simply contact support@goodelearning.com. Exam voucher requests are typically processed within 2 working days but please allow up to 5. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.

ITIL v3 Intermediate OSA exam:

  • It is a complex multiple-choice exam with 8 scenario-based questions

  • There is a time limit of 90 minutes to complete the exam

  • The exam is closed book, with only the provided materials being permitted for use

  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct

  • Successfully passing the exam will earn delegates 4 credits towards ITIL Expert level

  • In countries where English is a second language, the time allocated for the exam is extended to 120 minutes

You will be tested on:

  • Introduction to Operational Support and Analysis

  • Event Management

  • Incident Management

  • Request Fulfillment

  • Problem Management

  • Access Management

  • The Service Desk

  • Common OSA Functions and Roles

  • Technology and Implementation Considerations

What is ITSM?

ITSM stands for 'IT Service Management': using policies, procedures, and best practices to optimize IT services for clients and employees.

How much is an ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

How does ITIL work?

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.

How can ITIL benefit businesses?

ITIL 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

ITIL 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

What's new with ITIL 4?

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with ITIL practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, ITIL 4 has an all-new certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

15% off this week with code: OCTOBERSALE

 FULLY ACCREDITED

Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 25+ hours

  • Access period: 6 months

  • Credits awarded: 4

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

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Mark Smalley - Course Advisor

Leading IT Management Consultant, Author & Contributor to the ITIL 4 Framework

  Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination  

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