ITIL® Operational Support & Analysis (OSA) | Course

Master the industry practices in service management as documented in the ITIL® Service Lifecycle core publications.


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The course of ITIL® OPERATIONAL SUPPORT AND ANALYSIS presents the OSA practices in resolution and support of the service management lifecycle and specifically in the following key ITIL process, role and function areas:
  • Event management
  • Incident management
  • Request fulfilment
  • Problem management
  • Access management
  • Service desk
  • Technical management
  • IT operations management
  • Application management
This course is structured to 5 (five) days of duration, total of 30 (thirty) hours, with the trainees and the trainer on a classroom, including exercises and quizzes along the course, and a mock exam on the last day.

The course is prepared to fulfill the needs of professionals which want to acquire knowledge in the Service Capability in the ITIL framework, and certify themselves on OPERATIONAL SUPPORT AND ANALYSIS, intermediate level. Upon successful completion of the examination the candidate will be rewarded with the Operational Support and Analysis qualification and the attributed 4 credits that can be used to achieve the ITIL Expert Level.

Training Methodology
The training is delivered in a classroom training model and through:
  • Presentation of the subjects, content and group discussions;
  • Exercises and quizzes along the course;
  • Mock/Simulation exam as preparation for the completion of the certification exam;
The methodology of training, as regards the presentation of content, is part of the lecture method, and the exercises and assignments, in this case the exercises, quizzes and exam simulation, falls within the active method, in which the individual activity or group is in engine itself individual reflection, discussion, development of critical thinking, self-assessment and consequently learning.

This course is aimed to (but not restricted to):
  • IT professionals;
  • Business managers;
  • Business process owners;
  • Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization;
  • IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme;
  • Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities;
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications;
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules;
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Candidates wishing to attend this course and to be examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:
  • Earlier ITIL (V2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).
Candidates should consult the Syllabus of the qualification for additional recommendations (non-mandatory).

Duration (days)
5 days

Learning Objectives
Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:
  • The value to the business of OSA activities;
  • How OSA activities support the service lifecycle;
  • Optimizing service operation performance
  • How the processes in OSA interact with other service lifecycle processes;
  • How to use the OSA processes, activities and functions to achieve operational excellence;
  • How to measure OSA;
  • The importance of IT security and its contributions to OSA:
  • Understanding the technology and implementation considerations surrounding OSA;
  • The challenges, critical success factors (CSFs) and risks associated with OSA;
  • Specific emphasis on the service operation lifecycle processes and roles included in:
    • Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service;
    • Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels;
    • Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products;
    • Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented;
    • Access management, which grants authorized users the right to use a service while preventing access to non-authorized users
  • Operational activities of processes covered in other lifecycle stages such as:
    • Change management;
    • Service asset and configuration management;
    • Release and deployment management;
    • Capacity management;
    • Availability management
    • Knowledge management;
    • Financial management for IT services;
    • IT service continuity management.
  • Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management;
  • Summary, Exam preparation and directed studies.

  1. Course Introduction
  2. Introduction to Operational Support and Analysis (OSA)
  3. Event management
  4. Incident management
  5. Request fulfilment
  6. Problem management
  7. Access management
  8. The service desk
  9. Common OSA functions and roles
  10. Technology and implementation considerations
  11. Summary, exam prep and directed studies

The “ITIL Operational Support and Analysis" exam fulfill the requirements of the certification scheme of AXELOS, ITIL Operational Support and Analysis, and the knowledge and skills necessary for the ITIL Intermediate Qualification: Operational Support and Analysis qualification are according to the following areas of ITIL Operational Support and Analysis Syllabus:
  • ITIL SC: OSA01 – Introduction
  • ITIL SC: OSA02 – Event management
  • ITIL SC: OSA03 – Incident management
  • ITIL SC: OSA04 – Request fulfilment
  • ITIL SC: OSA05 – Problem management
  • ITIL SC: OSA06 – Access management
  • ITIL SC: OSA07 – The service desk
  • ITIL SC: OSA08 – Common OSA functions and roles
  • ITIL SC: OSA09 – Technology and implementation considerations
  • ITIL SC: OSA10 – Summary, exam preparation and directed studies
The exam consists of Eight (8) multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Exam duration: 90 minutes
Pass mark: 70% (28/40)
Exam type: Closed Book

ITIL Intermediate Qualification: Operational Support and Analysis Certificate

Our ITIL Instructors are recognized ITIL accredited trainers with international expertise in IT Service Management using ITIL, and ISO 20000, in IT Governance, using COBIT and ISO 38500, and in risk management using ISO 31000 and ISO 27005 as bases and methodologies as OCTAVE, MEHARI, EBIOS, among others. As implementing IT services also requires a global view and approach to information security, our instructors are experts in ISO 27001. We also understand that Business Continuity and Disaster Recovery plays an important role in IT service management, that's why our experts master this fields, with a focus based on BS 25999, ISO 22301 among other standards and frameworks.

General Information
The course includes a detailed student courseware book, with checkpoints & Sample Mock Exams.
After successfully pass the exam, the student will earn 4 ITIL Expert Credits


Dates and Price

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Guaranteed Dates Program
All dates of this course are guaranteed.
At Behaviour, all courses take place regardless of the number of trainees on each course. The concept of setting up classes does not exist in our educational model, which is why all public dates, presented on the website, are guaranteed. So if you're in Portugal or anywhere else in the world, you can prepare your week or your trip, as long as you ensure your registration in the course.

Volume Discounts
For companies, Behaviour offer discounts, between 10% and 40% of the value of training, starting from the registration of the 2nd participant, in the same course and on the same date.
Simulate the prices for the number of participants you want to register to or contact us via chat.

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