ITIL® Intermediate: Operational Support and Analysis Certification Training

Level: Intermediate
RATING: 4.8/5 4.82/5 Based on 185 Reviews


Gain the knowledge and skills you need to plan, implement, and optimize service design processes in this ITIL Service Capability: Operational Support and Analysis training. Intermediate OSA focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management.

ITIL 4 is coming — but don't put your ITIL journey on hold ›

Key Features of this ITIL Service Strategy Certification Training:

  • Choose from blended on-demand and instructor-led learning options
  • Exclusive LinkedIn group membership for peer and SME community support
  • Learning Tree ITIL Success Package included
  • ITIL exam voucher included

You Will Learn How To:

  • Prepare for and pass the ITIL Operational Support and Analysis (OSA) exam
  • Outline key activities for ITIL OSA processes
  • Achieve operational excellence by applying ITIL OSA processes
  • Verify the success of OSA by evaluating challenges, critical success factors, and risks

Certifications/Credits:

APM Group--ITIL PMI 30 PDU

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ON DEMAND

On Demand & Instructor Coaching

Unlimited annual access to:

  • On-demand ITIL OSA modules, courseware, and instructor support
  • Earn PMI PDUs for self-directed learning
  • Exam voucher included
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Standard $1675/Year

Government $1475/Year

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In Class & Live, Online Training

Unlimited annual access to:

  • 5-day instructor-led training course
  • Earn 30 PMI PDUs
  • One-on-one after-course instructor coaching
  • Exam voucher (with optional retake)
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Standard $3280

Government $3280

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Standard $3890/Year

Government $3425/Year

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On Demand & Instructor Coaching

ITIL On-Demand Training Information

You get annual access to an on-demand ITIL OSA course, official courseware, and support directly from the course instructor.

  • Prerequisites

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Operational Support and Analysis Certification certificate provides four credits toward your ITIL Expert certification.

On-Demand Training Outline

  • Module 00: Course Introduction: ITIL® 2011: Operational Support and Analysis

  • Module 01: Exam Tips

    • Understanding the exam process
    • Exam questions and grading
    • Taking the exam
    • Using the practice exams
  • Module 02: Service Management as a Practice Part 1

    • Lifecycle Review
    • Processes
    • Definitions
    • SO/OSA Processes
    • Service Operation Functions
  • Module 03: Service Management as a Practice Part 2

    • Generic Roles
    • Key Service Management Concepts
    • RACI Model
    • Deming’s PDCA Model
  • Module 04: Service Management as a Practice Part 3

    • Service Design Purpose, Objectives, Scope and Value
    • Challenges
    • Metrics
    • Risks
    • Managing Service Operation
    • Exam Question Exercise: Sample Exam 2, Question 8
    • Exam Question Protocols
  • Module 05: Functions Part 1

    • Technical Management Objectives
    • Activities
    • Roles Description
  • Module 06: Functions Part 2

    • IT Operations Management Objectives
    • Specific Roles
    • Management Objectives
    • Organizational Structure
  • Module 07: Functions Part 3

    • Application Management Objectives
    • Activities
    • Exercise: SO Processes and Functions
    • Exam Question Exercise: Sample Exam 1, Question 6 Sample Exam 2, Question 5
    • Exam Question Review: Sample Exam 2, Question 8
  • Module 08: Service Desk Part 1

    • Purpose and Objectives
    • Type of Service Desks
    • Staffing
  • Module 09: Service Desk Part 2

    • Roles
    • Metrics
    • Outsourcingli>
    • Exam Question Exercise: Sample Exam 1, Question 1
    • Exam Question Review: Sample Exam 2, Question 5
  • Module 10: Request Fulfillment Part 1

    • Purpose, Objectives and Value
    • Basic Concepts
    • Activities
    • Roles
  • Module 11: Request Fulfillment Part 2

    • Triggers & Inputs/Outputs
    • Metrics
    • Challenges and Risks
    • Tools and Technology
    • Exercise: RF Process Dependencies
    • Exam Questions
    • Sample Exam 2, Question 2
  • Module 12: Access Management Part 1

    • Purpose, Objectives Scope & Value
    • Basic Concepts
    • Activities
    • Roles
  • Module 13: Access Management Part 2

    • Roles
    • Triggers & Inputs/Outputs
    • Interfaces
    • Information Management
    • Metrics
    • Challenges and Risks
    • Tools and Technology
    • Exercise: Applying Controls with Access Management
    • Exam Question Exercise: Sample Exam 1, Question 2 Sample Exam 2, Question 4
    • Exam Question Review: Sample Exam 2, Question 2
  • Module 14: Event Management Part 1

    • Purpose, Objectives, Scope and Value
    • Basic Concepts
    • Activities
  • Module 15: Event Management Part 2

    • Roles
    • Triggers & Inputs/Outputs
    • Interfaces
    • Information Management
    • Metrics
    • Risks
    • Event Management Design
    • Exercise: Deploy Event Management
    • Exam Question Exercise: Sample Exam 1, Question 4 Sample Exam 2, Question 3
  • Module 16: Incident Management Part 1

    • Purpose, Objectives, and Scope
    • Value to the Business
    • Basic Concepts
    • Incident Models
    • Activities
  • Module 17: Incident Management Part 2

    • Roles
    • Triggers and Inputs/Outputs
    • Interfaces
    • Information Management
    • Metrics
    • Risks
    • Exam Question Exercise: Sample Exam 1, Question 8 Sample Exam 2, Question 7
  • Module 18: Problem Management Part 1

    • Purpose, Objectives, Scope and Value
    • Basic Concepts
    • Activities
    • Problem Review
  • Module 19: Problem Management Part 2

    • Roles
    • Triggers and Inputs/Outputs
    • Interfaces
    • Information Management
    • Metrics
    • Risks
    • Exercise: IM vs. PM
    • Exam Question Exercise: Sample Exam 1, Question 3 Sample Exam 2, Question 6
    • Exam Question Review: Sample Exam 1, Question 8
  • Module 20: Service Management Technology

    • Tool Selection Process
    • Generic Requirements
    • Exam Question Exercise: Sample Exam 1, Question 5 Sample Exam 2, Question 1

ITIL Operational Support and Analysis FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • How do I use my exam voucher to take the ITIL OSA exam?

    After you receive your ITIL OSA exam voucher from Learning Tree, the exam can be taken any time after the course is completed via ProctorU (online) or at an eligible testing center.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps: 

    • Go to https://www.pmi.org/
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

In Class & Live, Online Training

  • Jan 28 - Feb 1 ( 5 Days)
    9:00 AM - 5:00 PM EST
    Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

  • Mar 18 - 22 ( 5 Days)
    9:00 AM - 5:00 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • Apr 1 - 5 ( 5 Days)
    9:00 AM - 5:00 PM EDT
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Jun 3 - 7 ( 5 Days)
    9:00 AM - 5:00 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

  • Jul 29 - Aug 2 ( 5 Days)
    9:00 AM - 5:00 PM EDT
    Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

  • Sep 16 - 20 ( 5 Days)
    9:00 AM - 5:00 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Operational Support and Analysis Course Information

  • Prerequisites 

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Operational Support and Analysis certificate provides four credits toward your ITIL Expert certification.
  • Course Preparation

    • Before your event, you will receive via email a Pre-Course Study Guide and the ITIL Operational Support and Analysis Handbook. The Pre-Course Study Guide will let you know which parts of the ITIL Foundation Handbook you should study before class. The Pre-Course Study Guide also contains the official ITIL Operational Support and Analysis Certificate syllabus, which you should read.

ITIL Operational Support and Analysis Course Outline

  • ITIL OSA: Introduction and Overview

    • Service management as a practice
    • The service value proposition
    • Optimizing operational service performance
    • The role of OSA processes in the lifecycle
    • How OSA supports the service lifecycle
  • Core Service Operation Processes

    Event management

    • The purpose, goal and objectives of event management
    • Triggers, inputs, outputs and the process interfaces
    • Using critical success factors to check effectiveness
    • Employing active and passive monitoring tools

    Incident management

    • Managing the incident lifecycle
    • Identifying process activities, methods and techniques and how they relate to the service lifecycle
    • Interaction with design services
    • Incident management involvement

    Request fulfillment

    • Scope of the processes
    • The policies, principles and the request model concept
    • Dealing with service requests from users
    • How KPIs can verify effectiveness and efficiency of the request fulfillment process

    Problem management

    • The objectives of the problem management process
    • Managing the lifecycle of problems
    • Value to the business and the service lifecycle
    • Identifying triggers, input and output to other processes
    • Analyzing critical success factors to check efficiency

    Access management

    • Policies, principles and basic concepts
    • Managing authorized user access
    • Distinguishing access management and information management
    • Executing security and availability management policies
    • Challenges and critical success factors
    • Verifying effectiveness and efficiency
  • Service Desk

    • Establishing the service desk objectives
    • Organizational structures and staffing options
    • Providing a single point of contact
    • Measuring effectiveness and efficiency
    • Impact of service desk on customer perception
    • Reasons and options for outsourcing the service desk
  • Service Operation Functions

    • Functions of technical management, IT operations management and application management
    • How the functions contribute to OSA
    • Identifying the roles of each function
    • Distinguishing the objectives of each function
    • Analyzing the function's activities
  • Technology Considerations

    • Generic technology requirements
    • Evaluation criteria for technology and tooling for process implementation
    • Planning and implementing service management technologies
    • Assessing and managing the project, risk and staffing for process implementation
    • Identifying the critical success factors and risks related to implementing practices and processes
  • Implementation Considerations

    • Managing change in service operation
    • Examining implementation aspects of service operation and project management
    • Assessing and managing risk in service operation
    • Operational staff considerations in service design and transition
    • How to plan and implement service management technologies

ITIL Operational Support and Analysis FAQs

  • What is ITIL OSA?

    The Operational Support and Analysis (OSA) Certificate stands on it's own, but is one of the components that can lead you to the Expert Certification. 

  • How do I take the ITIL OSA exam?

    The ITIL Service Strategy exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center. 

  • Can I obtain ITIL Intermediate OSA certification online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available in class, online, or as a private team training event. 

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    Before your event, you will be sent a Pre-Course Study Guide and the Operational Support and Analysis ITIL Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study

    You should acquire and read the ITIL OSA core publication, focusing on Chapter 2, and review your ITIL Foundation course materials

  • How do I use my exam voucher to take the ITIL OSA exam?

    The ITIL Operational Support and Analysis exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center.

     

Unlimited Access to Everything

  • Jan 28 - Feb 1 ( 5 Days)
    9:00 AM - 5:00 PM EST
    Ottawa / Online (AnyWare) Ottawa / Online (AnyWare)

  • Mar 18 - 22 ( 5 Days)
    9:00 AM - 5:00 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • Apr 1 - 5 ( 5 Days)
    9:00 AM - 5:00 PM EDT
    New York / Online (AnyWare) New York / Online (AnyWare)

  • Jun 3 - 7 ( 5 Days)
    9:00 AM - 5:00 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare)

  • Jul 29 - Aug 2 ( 5 Days)
    9:00 AM - 5:00 PM EDT
    Ottawa / Online (AnyWare) Ottawa / Online (AnyWare)

  • Sep 16 - 20 ( 5 Days)
    9:00 AM - 5:00 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Unlimited Access Training Information

You get annual access to an on-demand ITIL OSA course, unlimited retakes of our 5 day instructor-led class, official courseware, and support directly from the course instructor.

  • Prerequisites 

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Operational Support and Analysis certificate provides four credits toward your ITIL Expert certification.
      .
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps. ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

On-Demand Training Outline

  • Module 00: Course Introduction: ITIL® 2011: Operational Support and Analysis

  • Module 01: Exam Tips

    • Understanding the exam process
    • Exam questions and grading
    • Taking the exam
    • Using the practice exams
  • Module 02: Service Management as a Practice Part 1

    • Lifecycle Review
    • Processes
    • Definitions
    • SO/OSA Processes
    • Service Operation Functions
  • Module 03: Service Management as a Practice Part 2

    • Generic Roles
    • Key Service Management Concepts
    • RACI Model
    • Deming’s PDCA Model
  • Module 04: Service Management as a Practice Part 3

    • Service Design Purpose, Objectives, Scope and Value
    • Challenges
    • Metrics
    • Risks
    • Managing Service Operation
    • Exam Question Exercise: Sample Exam 2, Question 8
    • Exam Question Protocols
  • Module 05: Functions Part 1

    • Technical Management Objectives
    • Activities
    • Roles Description
  • Module 06: Functions Part 2

    • IT Operations Management Objectives
    • Specific Roles
    • Management Objectives
    • Organizational Structure
  • Module 07: Functions Part 3

    • Application Management Objectives
    • Activities
    • Exercise: SO Processes and Functions
    • Exam Question Exercise: Sample Exam 1, Question 6 Sample Exam 2, Question 5
    • Exam Question Review: Sample Exam 2, Question 8
  • Module 08: Service Desk Part 1

    • Purpose and Objectives
    • Type of Service Desks
    • Staffing
  • Module 09: Service Desk Part 2

    • Roles
    • Metrics
    • Outsourcingli>
    • Exam Question Exercise: Sample Exam 1, Question 1
    • Exam Question Review: Sample Exam 2, Question 5
  • Module 10: Request Fulfillment Part 1

    • Purpose, Objectives and Value
    • Basic Concepts
    • Activities
    • Roles
  • Module 11: Request Fulfillment Part 2

    • Triggers & Inputs/Outputs
    • Metrics
    • Challenges and Risks
    • Tools and Technology
    • Exercise: RF Process Dependencies
    • Exam Questions
    • Sample Exam 2, Question 2
  • Module 12: Access Management Part 1

    • Purpose, Objectives Scope & Value
    • Basic Concepts
    • Activities
    • Roles
  • Module 13: Access Management Part 2

    • Roles
    • Triggers & Inputs/Outputs
    • Interfaces
    • Information Management
    • Metrics
    • Challenges and Risks
    • Tools and Technology
    • Exercise: Applying Controls with Access Management
    • Exam Question Exercise: Sample Exam 1, Question 2 Sample Exam 2, Question 4
    • Exam Question Review: Sample Exam 2, Question 2
  • Module 14: Event Management Part 1

    • Purpose, Objectives, Scope and Value
    • Basic Concepts
    • Activities
  • Module 15: Event Management Part 2

    • Roles
    • Triggers & Inputs/Outputs
    • Interfaces
    • Information Management
    • Metrics
    • Risks
    • Event Management Design
    • Exercise: Deploy Event Management
    • Exam Question Exercise: Sample Exam 1, Question 4 Sample Exam 2, Question 3
  • Module 16: Incident Management Part 1

    • Purpose, Objectives, and Scope
    • Value to the Business
    • Basic Concepts
    • Incident Models
    • Activities
  • Module 17: Incident Management Part 2

    • Roles
    • Triggers and Inputs/Outputs
    • Interfaces
    • Information Management
    • Metrics
    • Risks
    • Exam Question Exercise: Sample Exam 1, Question 8 Sample Exam 2, Question 7
  • Module 18: Problem Management Part 1

    • Purpose, Objectives, Scope and Value
    • Basic Concepts
    • Activities
    • Problem Review
  • Module 19: Problem Management Part 2

    • Roles
    • Triggers and Inputs/Outputs
    • Interfaces
    • Information Management
    • Metrics
    • Risks
    • Exercise: IM vs. PM
    • Exam Question Exercise: Sample Exam 1, Question 3 Sample Exam 2, Question 6
    • Exam Question Review: Sample Exam 1, Question 8
  • Module 20: Service Management Technology

    • Tool Selection Process
    • Generic Requirements
    • Exam Question Exercise: Sample Exam 1, Question 5 Sample Exam 2, Question 1

ITIL Operational Support and Analysis FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    Before your event, you will be sent a Pre-Course Study Guide and the Release, Control and Validation ITIL Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study

    You should acquire and read the ITIL OSA core publication, focusing on Chapter 2, and review your ITIL Foundation course materials

  • How do I use my exam voucher to take the ITIL OSA exam?

    The ITIL Release, Control and Validation exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via ProctorU (online) or at an eligible testing center.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:

    • Go to https://www.pmi.org/  
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

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