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ITIL® 2011 Intermediate – Operational Support and Analysis Online Training
Rated 4/5 based on 57 customer reviews

ITIL® 2011 Intermediate – Operational Support and Analysis Online Training

  • 57 Reviews
  • 1150 students enrolled
  • KnowledgeHut is an Accredited Training Organization of PEOPLECERT and a Certified Partner of Axelos
  • More than 7 hours of high quality learning content on ITIL® Service Operation
  • In-depth practice for the ITIL® Intermediate Operational Support and Analysis certification exam
  • Get closer to achieving the ITIL® Expert Certification
  • Course fee includes examination fee


KnowledgeHut brings you a comprehensive e-learning course on The Information Technology Infrastructure Library (ITIL®) Intermediate Operational Support and Analysis that will help you gain knowledge to apply OSA activities and processes to achieve organizational excellence. The experiential course will help you understand the principles, processes, activities and functions of operational support and how to implement them to provide services to customers. 

The in-depth courseware will help you prepare for the intensive OSA examination and gain the certificate that will distinguish you as an ITIL® best practices expert.  This is one of the certifications needed to achieve the ITIL® Expert certification. 


Section 1 : Course Introduction

Course Introduction

Section 2 : Introduction to Operational Support and Analysis

Introduction to Operational Support and Analysis

Section 3 : Event Management

Event Management

Section 4 : Incident Management

Incident Management

Section 5 : Request fulfilment

Request fulfilment

Section 6 : Problem Management

Problem Management

Section 7 : Access Management

Access Management

Section 8 : The Service Desk

The Service Desk

Section 9 : Common OSA Functions and Roles

Common OSA Functions and Roles

Section 10 : Technology and Implementation Considerations

Technology and Implementation Considerations

What you get

You will become proficient in:

• 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   


• 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:

  1. Change management
  2. Service asset and configuration management
  3. Release and deployment management
  4. Capacity management
  5. Availability management
  6. Knowledge management
  7. Financial management for IT services
  8. 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



In order to attend the workshop, you must have:

• ITIL Foundation Certificate in IT Service Management or an earlier ITIL (V2) Foundation plus Foundation Bridge

In order to appear for the examination participants must:

• Have completed a 30-hour accredited course from an ITIL® Accredited Training Provider, such as this course on Operational Support and Analysis offered by KnowledgeHut

• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)


In order to achieve ITIL® Operational Support and Analysis (OSA) certification, candidates must appear for the exam and gain 70% pass mark.

The Exam:

• 90 minute ‘closed book’

• Eight multiple choice, scenario-based questions

• Pass mark is 70% (28/40)

USD 899

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