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Course Detail

ITIL® Operational Support and Analysis (OSA)

Course Description: This 4-day course provides a deeper exposure to the practical aspects of the ITIL® processes associated with the Operational Support and Analysis of services. The main focus of this course is the development of operational subject matter expertise on these processes in a practical, hands-on learning environment.

This training is intended to enable participants to apply ITIL concepts in an engaging case study based approach while preparing to successfully complete the associated exam.

Audience: The Operational Support and Analysis Capability course will be of interest to:

  • Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis functions and processes:
    • Incident Management
    • Service Desk
    • Problem Management
    • Request Fulfillment
    • Event Management
    • Technical Management
    • IT Operations Management
    • Applications Management
  • IT professionals involved in IT Service Management / ITIL implementation and process improvement programs. A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, Service Desk Managers, IT practitioners.

Learning Objectives: At the end of this course, the learner will gain competencies in:

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective
  • Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
  • The activities, methods and functions used in each of the Operational Support and Analysis processes
  • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure performance at a process level
  • Understanding technology and implementation requirements in support of a focused set of ITIL processes
  • The challenges, critical success factors and risks related with the associated ITIL processes

Prerequisites: Candidates for this course must hold the ITIL Foundations Certification.

Course Student Material: Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments. ITIL core books are available for purchase separately.

Credits: Upon successful passing of the ITIL OSA exam, the student will be recognized with 4 credits in the ITIL® qualification scheme.

PMI PDUs: Students who are PMP certified will earn 36 PDUs for this course.


ITIL Certification Path

ITIL® Operational Support and Analysis (OSA) Course Dates and Fees

Early Registration (9+ weeks before course start date) $ 2595.00
Standard Registration (2-9 weeks before course start date) $ 2795.00
Late Registration (Less than 2 weeks prior to start date, if available) $ 2995.00
Courses Location Dates Status Course Fee Enroll Online
Onsite ITIL Training - Operational Support and Analysis (OSA) Onsite at your facility Any Available Varies Request Quote

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Course Video

What Clients Say...

Real life examples from the instructor’s experience base made ITIL real for me.

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Using his diverse IT background, [the instructor] had the unique ability to leverage experiences of the group to create practical scenarios that enforce ITIL training objectives. This approach provides real-world examples of how ITIL best practices are applied and reinforces the training material. Highly Recommended!

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