ITIL®️ OSA Intermediate Training Course

Operational Support and Analysis

Course Overview

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 the course is the development of operational subject matter expertise on these processes in a practical, hands-on learning environment.


Live Instructor


Our most interactive learning mode provides maximum face-to-face interaction

From $2595

Live Online


Course delivered by a live instructor - you attend from your home or office

From $2595


Group Training


Bring this course onsite for your team and stretch your training dollars



Early Registration: 9+ Weeks Prior to Start Date
General Registration: 2 - 9 Weeks Prior to Start Date
Late Registration: Fewer than 2 Weeks Prior to Start Date

  • Live Instructor?
  • Live Online?
  • Guaranteed to Run?

Why Beyond20

How We Teach

People learn differently, so we use a variety of methods to teach concepts throughout the course. In addition to exam preparation and practice quizzes, you'll engage in round-table discussions, group exercises, and games designed to give practical context to the concepts. We take this approach not only because it's more interesting and fun than simply memorizing vocabulary, but because it works.

All of our trainers are full-time Beyond20 staff

No temporary workers or subcontractors here. Our trainers are working consultants who implement best practice processes and tools when they're not in the classroom. You might say we practice what we preach. It's a great system, when you think about it - we're better consultants because we know these concepts inside and out, and we're better trainers because we get to put the theory into practice in the real world.

We don't just teach to the exam (though we certainly do that), we also give you practical and personalized tools you can take back to work.

We're a Registered Education Provider with PMI, so if you're PMP Certified, the course will earn you PDUs!

Industry-Leading Course Materials

All of our courseware is reviewed multiple times a year to ensure it's up to date, in line with best practice standards, and effective! We incorporate feedback from students to constantly improve our course books, in-class activities, and (sorry) homework. The goal is to provide you with the tools to not only get you through class and pass the exam, but also to have a reliable reference when you get back to the office.

All of our instructors are experienced practitioners with real world ITIL implementation expertise. (Real experience, too. Like, former-CIO-level experience.)

We're a US-based organization with offices in DC, Phoenix, and San Diego.


  • Types of Events
  • Definitions: Events and Alerts
  • Filtering of Events
  • Instrumentation
  • Error Messaging
  • Event Detection and Alert Mechanism
  • Event Occurs and Notification
  • Event Detected and Logged
  • First Level Correlation and Filtering
  • Significance of Events
  • Second Level Event Correlation
  • Response Selection
  • Review Actions
  • Problem Detection
  • Problem Logging
  • Problem Categorization
  • Problem Prioritization
  • Problem Investigation and Diagnosis
  • Workarounds
  • Raising a Known Error Record
  • Problem Resolution
  • Problem Closure
  • Major Problem Review
  • Service Desk
  • Justification and Role of the Service Desk
  • Service Desk Objectives
  • Local Service Desk
  • Centralized Service Desk
  • Virtual Service Desk
  • Staffing Levels
  • Skill Levels
  • Training
  • Staff Retention
  • Super Users
  • Measuring Service Desk Performance
  • Customer / User Satisfaction Surveys
  • Service Desk Environment
  • Outsourcing the Service Desk
  • Common Tools and Processes
  • SLA Targets
  • Good Communications Ownership of Data
  • Service Management Tools
  • Tool Selection
  • Tool Evaluation
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Desk
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operation
  • Operational Staff in Service Design in Transition
  • Service Design
  • Service Transition
  • Service Operation
  • Service operation


Yes, you must have the ITIL v3 Foundations certificate to take this course.

The course is 4 days in length.

Individuals who hold the PMP certification will receive 32 PDUs through the course.

If you are looking to gain intense, specialized, process-level knowledge in one or more process, with focus on the day-to-day execution of ITIL practices, the Capability modules will be of interest to you.

All course materials – a course workbook, exercises, case study, practice questions, and the certification exam – are included.

The certification exam is included as part of the class, to be taken the afternoon of the fourth day.

The 1½-hour exam is made up of eight multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answers, one worth 5 marks, one worth 3 marks, one worth 1 mark, and a “distracter” worth zero marks. You’ll need to score a 28/40 (70%) to pass the exam. Students who pass will receive certification and four points toward becoming ITIL Expert certified.

We guarantee you’ll pass and will pay for any exam retakes.

No, your ITIL Intermediate Capability certification will never need to be renewed.

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