The Operational Support and Analysis (OSA) module is one
of the certifications in the ITIL® Service Capability work stream. The module
focuses on the practical application of OSA practices in order to enable event,
incident, request, problem, access, technical, IT operations and application
The content of the course is based mainly on the best
practice guidance contained in the ITIL Service Operation publication.
The OSA course can teach organizations and individuals
how to manage the everyday operation of IT services and gain a better
understanding of how to implement the ITIL processes that will enable them to
deliver and support services to customers.
It also covers issues relating to the people,
relationships, procedures and infrastructure technology required to ensure that
the organization or programme can provide the high quality and cost effective
IT services that are required to meet organizational needs.