ITIL® Service Capability : Operational Support & Analysis (OSA)

This 4 day ITIL® Operational Support and Analysis course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Operational Support and Analysis exam, leading to the ITIL® OSA certification.


This 4 day ITIL® Operational Support and Analysis course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Operational Support and Analysis exam, leading to the ITIL® OSA certification.

This Operational Support and Analysis begins with an overview of event management, discussing its purpose and scope in relation to operational support.

Delegates will evaluate the role of configuration items, error messages and event detection, and challenges to successful event management.

The course then moves on to incident management, delineating how to prioritize incidents and escalate where necessary, as well as exploring the relationship between problems and incidents. Those attending the course will also learn about fulfilling service requests, including the most effective ways to boost customer satisfaction and handle requests efficiently, as well as the channels, processes, and elements of automation most appropriate for request fulfilment.

Building on the concepts introduced in incident management, the course also explores the problem management process, offering a variety of methods by which problems can be resolved or minimized.

Delegates will subsequently be introduced to access management, explaining the concepts of user privileges in addition to tracking access, restricting rights, and monitoring user statuses.

The course also covers the various functions of service operations, from the role of service desks and how to manage them to the importance of IT operations management. Finally, the course will discuss the practical considerations of service operation, including how to manage change and risks.

Delegates can expect to gain a full and thorough understanding of Operational Support and Analysis and leave with an awareness of how to apply the concepts covered to their own organizational frameworks.

ITIL® Operational Support and Analysis is one of the nine Intermediate ITIL® training courses which can be mixed and matched to gain the credits needed for the ITIL® Expert certification, and one of the four courses which make up the Service Capability Stream. Operational Support and Analysis concerns practices for event, incident, request, problem, access, technical, IT operations and application management.


  • Service Management as a Practice and Service Operation Principals.
  • Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis.
  • 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, 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, to eliminate recurring incidents and to minimize 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 phases such as Change Management, Configuration Management, Release and Deployment Management, Capacity Management, Availability Management, Knowledge Management,
  • Financial Management for IT services, and IT Service Continuity Management.
  • Common Service Operation activities related to Service Operation and Support.
  • Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management.
  • Service Operations and Support Service Operation roles and responsibilities.
  • Technology and Implementation Considerations.
  • Challenges, Critical Success Factors and risks.


  • Individuals who require a deep understanding of Operational Support & Analysis processes
  • how they may be used to enhance the quality of IT service provision within an organization
  • practitioner staff who already hold the ITIL® V3 Foundation Certificate or equivalent.


4 Days