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

Passed ITIL Foundation? Ready for intermediate level courses? The Good e-Learning ITIL Operational Support & Analysis (OSA) course looks at how OSA practices enable key IT services, including event management, request fulfillment and incident management. Study with us and enjoy a FREE exam voucher!

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ITIL® Operational Support & Analysis (OSA) Review
ITIL® Operational Support & Analysis (OSA) Review
ITIL® Operational Support & Analysis (OSA) Review
ITIL® Operational Support & Analysis (OSA) Review
ITIL® Operational Support & Analysis (OSA) Review
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Key Features

  • Fully accredited training course

  • Credits awarded: 4

  • Verified 'ITIL Leader' 2019

  • FREE exam voucher

  • Eligible for Exam Pledge (FREE resit)

  • 91% average first-time pass rate

  • 6 months access

  • 25+ hours of course material

  • Quizzes & revision modules

  • Increase your earning potential by 20%

  • Expert tutor support

Course Overview - Try a Free Module

ITIL® Operational Support & Analysis (OSA)

This course will provide you with a solid understanding of the principles of ITIL OSA, its processes and other aspects within the ITIL Capability Stream that make it ideal for IT service management (ITSM) professionals.

This course offers everything you need to prepare for, take and pass the ITIL Operational Support and Analysis exam, including a FREE exam voucher. Success in the exam will also earn you 4 credits towards the 22 credits needed to gain the ITIL Expert qualification.

Why take this course?

This ITIL OSA course focuses on the practical application of OSA practices in enabling a number of key ITIL service operations, including request fulfillment, application management and IT operations, as well as the management of events, incidents, problems, access and technical support.

In taking this course, you will gain competence in the aspects of service management that relate to OSA, including the value of OSA activities for businesses, how OSA supports and interacts with other ITIL Service Lifecycle activities, and how OSA can deliver operational excellence.

This course is fully accredited by PeopleCert and licensed by AXELOS as an official examination institute for an ITIL Operational Support & Analysis qualification in IT Service Management.

Students who take this course will learn:

  • Event Management - Ensuring that configuration items (CIs) and services are constantly monitored, with the aim to filter and categorize events in order to decide on appropriate actions when necessary

  • Incident Management - Ensuring 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 have the right to access services, while also denying access to non-authorized users

  • Problem Management - Effectively managing any problems in 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, as well as executing day-to-day routine tasks related to the operation of infrastructure components and applications

  • Application Management - Ensuring the effective management of applications throughout their lifecycle, 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. We also cover how to coordinate incident resolution with specialist support groups

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

Mark Smalley

Mark Smalley - IT Management Consultant, Contributor to the ITIL 4 Framework, Good e-Learning Ambassador

Also known as The IT Paradigmologist, Mark thinks, writes and speaks extensively about IT 'paradigms'. Mark is an IT Management Consultant and Global Ambassador at the ASL BiSL Foundation. He has spoken at hundreds of events in more than twenty countries around the world.

  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  

 

Course Syllabus - Download the Datasheet

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.

 

Exams / Assessments

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.

What you need to know about the 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

Related Courses & Information

ITIL® Operational Support & Analysis (OSA)

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Exam pledge conditions

As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam. Exam Pledge is only available for courses purchased on or after 01/10/2019 and cannot be used for anyone sitting an exam for the third time. The course must be purchased directly through www.goodelearning.com and must have a valid order number. Courses from ILX are not eligible. We reserve our right to review and change these terms and conditions at any time.

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