ITIL® Service Capability: Operational Support and Analysis

The ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. This 5 day course immerses students in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery.

At the end of this 5 day course, the student will gain competencies in:

  • Service Management as a Practice

  • Service Operation Principals

  • The Processes Pertaining to Operational Support and Analysis across the Service Lifecycle

  • Specific emphasis on the Service Operation Lifecycle processes and roles

  • Event Management which defines any detectable occurrence that has significance for IT management

  • Incident Management which has the capability to bring services back to normal operations

  • Request Fulfillment which fulfills a request providing quick and effective access to standard services

  • Problem Management which prevents problems and resulting Incidents from happening

  • Access Management which grants authorized users the right to use a service

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Outline

MODULE 1: Introduction and Overview

  • Service Management as a practice

  • The Service value proposition

  • The role of Operational Support and Analysis processes in the lifecycle

  • How Operational Support and Analysis supports the Service Lifecycle

MODULE 2: Core Service Operation Processes

Event Management

  • The purpose, goal and objectives of Event Management

  • Explaining triggers

  • Using metrics to check effectiveness and efficiency

  • Employing active and passive monitoring tools

MODULE 3: Incident Management

  • Managing the Incident Lifecycle

  • Interaction with design services

  • Incident Management involvement on Information Management

MODULE 4: Request Fulfillment

  • Scope of the processes

  • Dealing with service requests from users

  • How metrics can verify effectiveness and efficiency of the Request Fulfillment process

MODULE 5: Problem Management

  • Managing the lifecycle of problems

  • Value to the business and the Service Lifecycle

  • Triggers, input and output to other processes

MODULE 6: Access Management

  • Policies, principles and basic concepts

  • Managing authorized user access

  • Executing Security and Availability Management policies

  • Challenges and critical success factors

  • Establishing metrics to ensure process quality

MODULE 7: Common Service Operation Activities

  • Mainframe, server and network management

  • Storage, database services and directory services

  • Desktop support and middleware

  • Internet/Web, facilities management and information security

MODULE 8: Service Desk

  • Establishing the Service Desk objectives

  • Organizational structures and staffing options

  • Providing a single point of contact

  • Measuring effectiveness and efficiency

  • Impact of Service Desk on customer perception

  • Reasons and options for outsourcing the Service Desk

MODULE 9: Technical Management

  • Role and objectives

  • Organization structure

  • Balancing skill levels, utilization and cost

  • Metrics and documentation


MODULE 10: IT Operations Management

  • Performing ongoing management and maintenance

  • Turning plans into action

  • Building repeatable, consistent actions 

MODULE 11: Application Management

  • Role, objectives and principles

  • Identifying functional and management requirements

  • Generic activities and organization

  • Design and deployment

  • Support and improvement

  • Metrics and documentation

MODULE 12: Organizing Service Operations

Roles & responsibilities

  • Service Desk and technical management

  • Operations and applications management

  • Event, incident and request fulfillment

  • Problem and access management

MODULE 13: Service Operation organization

  • Options for organizing: technical specialties, activities, processes, geographies

  • Hybrid Service Operation organization structures

MODULE 14: Technology and Implementation Considerations

  • Generic requirements and evaluation criteria

  • Managing change in Service Operations

  • Planning and implementing Service Management technologies

  • Assessing and managing risks


To be eligible for the exam, the candidate must fill the following requirements:

  • At least 30 contact hours of instruction

  • Suggested 2 to 4 years professional experience

  • Hold the ITIL® Foundation Certificate in IT Service Management

The exam is 8 multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one of which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. Maximum 90 minutes for all candidates in their respective language, and a minimum passing score of 70%.

ITIL® is a registered trade mark of AXELOS Limited.
The Swirl logo™ is a trade mark of AXELOS Limited.


Individuals who have an ITIL® Foundation Certificate and want to pursue the intermediate and advanced level ITIL certifications. IT professionals involved in IT Service Management implementation and improvement programs. Operational staff involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.


Available Course Dates

02/26/2018 10:00 am - 02/28/2018 6:00 pm
Click here to sign up for this class