ITIL® Intermediate: Operational Support & Analysis (OSA)

Course code: IOSA 

Course description:

The ITIL® Operational Support & Analysis training is one of the Capability Stream modules. It can be treated as an independent training or as a step on the way to ITIL Expert certification.

The course familiarises participants with details concerning the maintenance and support of IT services and the problem analysis. Practical exercises are an integral part of the training. The training ends with a formal ITIL Operational Support & Analysis examination.

The training course is accredited by the APM Group Ltd.


The purpose of this training is to enable participants (who hold the ITIL Foundation certificate) to acquire practical skills associated with service operation, maintenance and support.

This course will enable participants to gain practical skills related to planning, implementation, measurement, and improvement of the following processes and functions:

  • Event Management
  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Access Management
  • Service Desk
  • Technical Management
  • Application Management
  • IT Operation Management

Target group:

This training course is designed for all who require a deeper knowledge of service management improvement best practices and effective process enhancement methods. It applies mainly to IT professionals working within organisations that adopted and customised ITIL best practices and who contribute to improving the quality of services. The course is also designed for operational staff involved in the implementation or management of the processes associated with the provision and operation, which are event management, incident management, problem management, request fullflment and access management, as well as for all who want to effectively implement the roles associated with the implementation of these processes.  


Candidates wishing to be trained and examined for this qualification must hold either:

  • the ITIL Foundation Certificate in IT Service Management (V3 or 2011) or
  • ITIL V2 Foundation plus Foundation Bridge certificates or
  • ITIL Expert Certificate in Service Management obtained via ITIL V3 Managers Bridge examination


5 days


Examination includes 8 multiple choice scenario-based questions. Answers are worth 5, 3, 1 or 0 marks. The duration is 90 minutes. Examination is run in English. No books and other materials allowed.

Candidates completing an exam in a language that is not their mother tongue are entitled to have extra time to complete the exam and are allowed to use a dictionary. You must achieve 28 or more out of possible 40 marks (70%) to pass this examination.

Table of contents:

-- Day 1 --

  • Introduction to the training course,
  • Introduction to OSA,
  • The Service Desk,
  • Common OSA Functions and Roles.

-- Day 2 --

  • Evening work debrief,
  • Common OSA Functions and Roles - cont.,
  • Service Operation Processes: Event Management,
  • Service Operation Processes: Incident Management.

-- Day 3 --

  • Evening work debrief,
  • Service Operation Processes: Incident Management – cont.,
  • Service Operation Processes: Request Fulfilment.

-- Day 4 --

  • Evening work debrief,
  • Service Operation Processes: Problem Management,
  • Service Operation Processes: Access Management.

-- Day 5 --

  • Mock Exam Debrief,
  • Service Operation Processes: Access Management – cont.,
  • Continual Service Improvement,
  • Technology and Implementation Considerations,
  • Summary and Examination Preparation,
  • ITIL Intermediate Operational Support & Analysis examination



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