Operational Support and Analysis (OSA) Course

Operational Support and Analysis (OSA) Course



The ITIL V3 Operational Support and Analysis instructor-led training course covers the practical aspects of the ITIL v3 Service Lifecycle processes and service delivery. The training is delivered in a practical, hands-on learning environment and using a case study-based approach. It is used to train and prepare attendees for the certification exam at the end of the course. At the end of the course there is a ninety-minute (90) scenario-based certification examination. Passing this examination leads to the certificate in Operational Support and Analysis (OSA).

The course presents methods and approaches for various operational-level activities including:

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Access Management
  • Problem Management
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management


Registration Fee: $2,850                        Duration: 5 Days

The per-student registration fee for this classroom session includes:

  • 5 days of instructor-led training and exercises
  • Course manual
  • Exam preparation: in-class mock exams
  • Certification exam: 90 minute, multi-part, scenario-based, multiple choice questions

Complete this Booking Form and enter your specific dates for on-site training – minimum of 8 participants. Once the form is received the Training Registrar will contact you to complete the process.


Complete this Booking Form to register for the online self-paced training and return it to us. The Training Registrar will contact you to complete the process.

License Term Fee License Term Fee License Term Fee Exam Fee
30 Days $825.00 60 Days $925.00 90 Days $1,025.00 $375.00


  • 4     ITIL@ Points
  • 30   PDU Credits
  • 3    College Credits


  • Service Operation Principles
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
  • Processes across the Service Lifecycle relating to Operational Support and Analysis
  • Operational activities of processes covered in other lifecycle phases such as:
    • Change Management
    • Configuration Management
    • Release and Deployment Management
    • Capacity Management
    • Availability Management
    • Knowledge Management
    • Financial Management for IT services
    • IT Service Continuity Management
  • Common Service Operation activities related to Service Operation and Support
  • Roles and responsibilities within Service Operations and Support Service Operation
  • Technology and its Implementation Considerations
  • Challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis


The ITIL v3 Foundation Certification in IT Service Management – obtained through ITIL v3 Foundation course or Foundation Bridge Course


  • CIOs, CTOs, managers, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategic activities within the Service Lifecycle
  • Professionals responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
  • Individuals seeking the ITIL Expert™ in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert™ is a prerequisite

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