ITIL® v3 Capability: Operational Support and Analysis Training

Level: Intermediate
Rating: 4.8/5 4.82/5 Based on 67 Reviews

Gain the foundational knowledge and skills to plan, implement, and optimize IT processes in this ITIL Service Capability: Operational Support and Analysis course. This Intermediate OSA course focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management. Plus, it prepares you to pass the Intermediate level ITIL OSA certification exam, and provides four credits towards your ITIL Expert certification.

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

Key Features of this ITIL Operational Support and Analysis Training:

  • Self-paced, on-demand learning option
  • Exclusive LinkedIn community support 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

Choose the ITIL Training Solution That Best Fits Your Needs

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
View Bundle Details & Schedule

Standard $1675/ Year

Government $1675/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 PeopleCert (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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ITIL® Service Lifecycle Overview Chart

The 5 Phases for Successful Implementation

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