ITIL® Operational Support and Analysis (OSA)

Part of the ITIL Intermediate Capability stream

ITIL® Operational Support and Analysis (OSA) will help you create a stable IT infrastructure. 
Duration: 5 Days
Exam Included: Yes
Schedule and Pricing: Please contact us

The course looks at the most customer-facing element of the ITIL® Lifecycle, Service Operation. We will explain these fundamentals and show how they drive the need for managing the day-to-day operation of an Organisation’s IT services, and covers issues relating to the people, processes, infrastructure technology and relationships necessary to ensure the high-quality, cost-effective provision of IT service necessary to meet organisational needs.

The course follows the official training syllabus approved by Axelos
Why choose Bright for your ITIL education? 
  • Individual Case Study Development - Focus on applying ITIL theory to each participant organization via individual case study development and consulting support;
  • Trainer with ITSM project experience- Delivered by accredited Bright Consulting trainers who bring in hands-on project experience in the IT Service Management area;
  • Real stories from Bright practice - Includes examples from Bright Consulting ITSM practice, delivering ITIL Transformation programs to some of the largest enterprises in EMEA;
Target Group
  • Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organisation
  • IT professionals that are working within an organisation that has adopted and adapted ITIL 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 Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
Learning Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
  • Service Management as a Practice
  • Service Operation Principles
  • The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
  • 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, 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 authorised users the right to use a service, while preventing access to non-authorised users
  • Operational activities of processes covered in other Lifecycle phases such as:
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Capacity Management
  • Availability Management
  • Knowledge Management
  • Financial Management for IT Services, and
  • IT Service Continuity Management
  • Organising for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management
  • Service Operations and Support Service Operation roles and responsibilities
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and risks
  • Participants must already hold the ITIL Foundation Certificate in IT Service Management (includes the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Planning, Protection and Optimisation management of their own business environment
  • Have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines:
  • Event management process
  • Incident management process
  • Request fulfilment process
  • Problem management process
  • Access management process
  • Service desk
  • Technical management
  • IT operations management
  • Application management.
It is recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification, in particular, the Service Operation publication.
What is provided? 
  • Comprehensive course materials 
  • Example Questions 
  • Individual Case Study Development 
  • Follow up Guidance
Eight (8) multiple choice, scenario-based, gradient scored questions over 90 minutes. Pass mark is 28/40 or 70%.
Тhis course is available as a public scheduled course and also as a private company course. Please contact us for more info.
ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Cabinet Office, and is registered in the U.S. Patent and Trademark Office.

ITIL® Foundation ITIL OverviewITSM SimulationITIL® Managing Across the Lifecycle Certificate (MALC)ITIL® Release, Control and Validation Certificate (RCV)ITIL® Service Offerings and Agreements Certificate (SOA)ITIL® Planning, Protection and Optimization Certificate (PPO)