ITIL® Intermediate Operational Support and Analysis (OSA) 

The Pre-requisites to attain the Intermediate Certification are given below: 

Candidates are required to have (in their possession) and upload the following under their profile on the PeopleCert website: 

• ITIL Foundation Certificate (version does not matter) 
• Course Completion Certificate for ITIL® Intermediate Operational Support and Analysis (OSA). 

Certification: 

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

The Exam: 

• 90 minute ‘closed book’ 
• Eight multiple choice, scenario-based questions 
• Pass mark is 70% (28/40) 

This workshop and the subsequent certification will benefit: 

• Business managers, business process owners and others who need an understanding of the Operational Support and Analysis processes and of how it may be used to enhance the quality of IT service support within an organization. 
  
• IT professionals who are working in organizations that have adopted ITIL for service improvement 
  
• Those seeking to gain the ITIL Expert Certification in ITSM or higher ITIL certifications for which this is a prerequisite 
  

On completion of this workshop and successful attempt of the examination, candidates 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 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 
  

ITIL® has been recognized as a quality benchmark in service management and is used by organizations to improve their ITSM practices. Implementation of ITIL® best practices has led to drastic improvements in cost reduction, quality of end products and customer services and experience. The ITIL® OSA is not only an independent qualification but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.  

KnowledgeHut is an ATO of PEOPLECERT and a Certified Partner of Axelos to conduct ITIL® training hence you will receive the best resources and coaching from experts certified in ITIL®. You will be thoroughly prepared to appear for the examination and gain the practical experience needed to shine at the workplace. The demand for ITIL® qualified professionals is now very high and getting the certification can help you land lucrative job roles and salaries. 

This workshop at KnowledgeHut is delivered through an immersive learning experience platform, via live and interactive instructor-led training sessions.  

Listen, learn, ask questions, and get all your doubts clarified from your instructor, who is an experienced practitioner.  

The instructors of this course by KnowledgeHut are industry experts and trainers who themselves have certifications and are a part of top organizations around the world.  

Our course focuses on engaging interaction. Most class time is dedicated to fun exercises, lively discussions, and team collaboration - all facilitated by the trainer. The focus is on practical solutions to real-world challenges drawn from decades of experience, and leaders in their specific fileds.  

Yes, your course material will be provided in advance. You will receive an email with a link to set your password a few days in advance of the scheduled course. You will have access to the study plan and all the course material.  

The course material comprises of the course schedule or study plan, workbooks and all relevant assignments, assessments, or case studies.  

Should you have any more questions, please email us at support@knowledgehut.com and we will be happy to get back to you.  

Yes, you may switch your start date with prior notice of at least 24 hrs. and subject to availability in the desired batch.

Yes, group discounts are available and apply to groups as small as three (3) participants. The more participants that attend a training course, the greater the discount. By registering in groups, you can typically save up 20% to 30% on the course fee. For more details, please check out upcoming schedules.  

Yes, instalment options are available for payment of course fees. To avail of the instalment option, please get in touch with us at support@knowledgehut.com. The team will explain how the instalments work and provide timelines for your case. Typically, the number of instalments varies from 2 to 3, but the full amount must be paid before you complete the course.  

You can cancel your enrolment and receive refunds in line with our Cancellations and Refunds policy found at https://www.knowledgehut.com/refund-policy.  

Yes, you may switch your start date with prior notice of at least 24 hrs. and subject to availability in the desired batch.  

Yes, group discounts are available and apply to groups as small as three (3) participants. The more participants that attend a training course, the greater the discount. By registering in groups, you can typically save up to 20% to 30% on the course fee. For more details, please check out upcoming schedules.  

Yes, instalment options are available for payment of course fees. To avail of the instalment option, please get in touch with us at support@knowledgehut.com. The team will explain how the instalments work and provide timelines for your case. Typically, the number of instalments varies from 2 to 3, but the full amount must be paid before you complete the course.