ITIL® Service Capability: Operational Support and Analysis (ITILOSA)

ITIL® Service Capability: Operational Support and Analysis (ITILOSA)


Duration: 5 days

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 management.

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.



Course Objectives

  • The value to the business of OSA activities
  • How OSA activities support the service lifecycle
  • Optimizing service operation performance
  • How the processes in OSA interact with other service lifecycle processes
  • How to use the OSA processes, activities and functions to achieve operational excellence
  • How to measure OSA
  • The importance of IT security and its contributions to OSA
  • Understanding the technology and implementation considerations surrounding OSA
  • The challenges, critical success factors (CSFs) and risks associated with OSA
  • 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 and 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, eliminating recurring incidents and minimizing 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 stages such as:
  • Change management
  • Service asset and configuration management
  • Release and deployment management
  • Capacity management
  • Availability management
  • Knowledge management
  • Financial management for IT services
  • IT service continuity management
  • Organizing for service operation which describe s roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management

Course Outline

  • Module 1: Introduction to operational support and analysis
  • Module 2: Event management
  • Module 3: Incident management
  • Module 4: Request fulfilment
  • Module 5: Problem management
  • Module 6: Access management
  • Module 7: The service desk
  • Module 8: Functions and Roles
  • Module 9: Technology and implementation considerations

This course is part of the following Certifications:

  • ITIL Intermediate


  • Earlier ITIL (V2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes)
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