ITIL® Operational Support and Analysis (OSA)

This fully-accredited online training course supports professionals who manage the day-to-day operation of IT services. Students will come to understand how to implement ITIL processes in order to deliver services and support end-users.

The course covers several key IT service operations issues related to People, Procedures, Relationships, and Infrastructure Technology. Students will learn how to:

• Address an Incident or Problem through a formal process
• Identify early warning signs by utilizing Event Management processes
• Utilize Request Fulfillment and Access Management processes efficiently
• Manage the delivery and transition of services
• Implement the Service Desk function

The course is accredited by PeopleCert, which is licensed by AXELOS as an examination institute for its ITIL certification training portfolio.

On passing the ITIL OSA certification exam, students will be awarded four credits. These can go towards sitting the ITIL Managing Across the Lifecycle (MALC) examination and obtaining the ITIL Expert qualification.

Studying ITIL Operational Support and Analysis gives learners essential knowledge of the processes involved in delivering IT-powered services. Students of this course will come to understand how services map to the requirements of businesses, enabling them to better integrate IT operations.

Any professionals involved in delivering IT services can benefit from the course, including:

• Configuration Managers
• Application Support Managers
• IT Operations Managers
• Network Control and Operation Managers
• Database Administrators
• Incident Managers
• Network Support Managers

The course is also relevant for stakeholders involved in OSA processes and functions, along with anyone who contributes towards enhancing the quality of IT services.

Training employees in OSA equips organizations with the tools to maximize the availability and utilization of their IT services. Solid and widespread knowledge of essential ITIL IT skills improves service delivery and IT operations. It can also help multiple departments to adopt early warning techniques in order to swiftly address operational risks and challenges.

Module 1: Introduction to Operational Support and Analysis
This module introduces the core concepts of OSA activities within the context of the ITIL Service Lifecycle. Learners will come to understand the value of OSA to businesses, as well as the scope of OSA processes.

Module 2: Event Management
This module provides an overview of the objectives, scope, and importance of Event Management in generating business value. Event Management is described in terms of policies, principles, and concepts. The associated designs, activities, methods, and techniques are also examined in detail.

Module 3: Incident Management
This module outlines the process of Incident Management and how it contributes to OSA practices. The key concepts of Incident Management are developed and examined in full, including its scope and value to businesses.

Module 4: Request Fulfillment
This module covers the objectives, scope, and importance of the Request Fulfillment process. Candidates will be expected to understand the core policies, principles, and concepts of the process in relation to the Service Lifecycle.

Module 5: Problem Management
This module provides an overview of Problem Management and its importance in generating business value. The details of policies, principles, and activities are examined, as well as the context of Information Management and OSA practices.

Module 6: Access Management
Access Management is examined in detail, providing an understanding of the process in terms of OSA practices. Learners will be asked to describe the scope, value, and policies of Access Management. They will also need to understand the associated Critical Success Factors and Key Performance Indicators within the Access Management process.

Module 7: The Service Desk
This module provides an overview of all the essential objectives, scope, policies, and principles of an effective Service Desk function. It also examines the role of the Service Desk, describing appropriate structuring, staffing, and outsourcing options. Learners will also come to understand Performance Management in relation to the Service Desk.

Module 8: Common OSA Functions and Roles
Several Service Operation functions contribute to OSA practices, including Technical Management, IT Operations Management, and Applications Management. This module explains each function’s roles, objectives, and activities in relation to OSA.

Module 9: Technology and Implementation Considerations
This module describes the concerns which need to be taken into account when implementing technology in order to empower Service Management process capabilities. It focuses on the specific technology functions required for OSA practices. Learners will be asked to describe how to support technology for process capabilities, as well as implement service management technologies.

Module 10: Exam Preparation
This module covers exam preparation for the ITIL Operation Support and Analysis examination.

The course includes an exam voucher for the ITIL Operational Support and Analysis examination, which can be taken virtually online using a service provided by PeopleCert.

Key considerations for the exam:

• A complex multiple-choice exam with eight scenario-based questions
• 90 minutes (additional time will be available if English is not your first language)
• Pass mark is 70% or 28/40
• Closed-book
• Earn four credits on successfully passing to go towards taking the ITIL MALC examination

Please ensure your device meets the system requirements before booking your exam. You can do so via this online test. Please visit the PeopleCert website for more information and guidance.

ITIL, or ‘Information Technology Infrastructure Library’, is a framework of best practices that provides organizations with directions for effectively managing their IT services.

ITIL is owned by AXELOS, a joint venture between Capita and the UK Cabinet Office.

Yes, the ITIL Operational Support and Analysis course is accredited by PeopleCert, on behalf of AXELOS.

• ITIL v3 Foundation Certificate in IT Service Management or
• ITIL4 Foundation Certificate in IT Service Management.

The training must have taken place through an Accredited Training Organization (ATO).

This course provides 30 hours’ worth of training materials, which include learning modules, module level assessments, revision modules, practice exams and additional reference materials. All of these are designed to help you with your exam preparation.

Learners receive six months of access from the purchase date of the course.

The exam vouchers are valid for 12 months.

The course includes an exam voucher for the ITIL Operational Support and Analysis examination. It can be taken virtually online using a service provided by PeopleCert. 

Please ensure your device meets the system requirements before booking your exam. You can do this via this online test. Please visit the PeopleCert website for more information and guidance.

For any further information, please contact us on enquiries@orbussoftware.com.

The course does not require a manual. However, we recommend having a copy of the ITIL Operational Support and Analysis, 2011 Edition to compliment your training.

The purpose of the exam simulator is to provide learners with a simulated environment for taking mock examinations before attempting the final certification exam. The mock exams are official exams provided by AXELOS. They are timed and scored on the simulator.

The revision module provides learners with a summary of the key topics covered within the course. The module also includes tips and guides that can help learners with their exam preparation.

The online tracker provides an ideal time duration to complete the course. It also gives users a reminder when they go off-track. Please note that the tracker is an optional feature that works on a recommended timeframe. It does not have any impact on the duration of user access.

The Docebo LMS is integrated into the Orbus Learning Ecosystem.

Click here to view the latest system and browser requirements to efficiently run this course.

Once you purchase a course and start learning, you will have access to a support suite. This is dedicated to assisting you through your training. For tutor, technical and administrative support, please mail us on training.support@orbussoftware.com.

This course is delivered by Good e-Learning, which is a fully accredited training provider.