(Operational Support and Analysis)

Learning Objectives

The value to the business of OSA activities.

How OSA activities support the service lifecycle.

How the processes in OSA (Event Management, Incident Management, Problem Management, Request Fulfilment and Access Management) interact with other service lifecycle processes.

How to use the OSA processes activities and functions (Service Desk, Application Management, Technical Management and Operations Management) to achieve operational excellence.

Optimizing service operation performance.

Understanding the technology and implementation considerations surrounding OSA.

Target Group

IT professionals, Business managers.

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 fulfillment 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 seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules.

Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications.


To certify that the candidate has gained knowledge of the ITIL Operational Support and Analysis Processes and functions. to apply OSA practices in resolution and support of the service management lifecycle

The Purpose

To impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.

Format of the Examination:

Type: 8 Scenarios

Duration: 115 minutes

Supervised: Yes

Open Book: No

Pass Score: 28/40

Delivery: Online


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