ITIL ® Intermediate Operational Support & Analysis (OSA) Training

The Operational Support and Analysis module is one of the ITIL Service Capability modules, and will be of interest to candidates wishing to gain a deep level of understanding of ITIL processes and roles, how they are implemented and how they interact.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Service Management as a Practice
• Service Operation Principals
• Processes across the Service Lifecycle pertaining to the capability of Operational Support and Analysis

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, according to agreed service levels
• Request Fulfillment 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, to eliminate recurring Incidents and to minimize 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 phases 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


• Common Service Operation activities related to Service Operation and Support
• Organizing for Service Operation which describe functions to be performed within the Service
• Operation and Support such as Service Desk, Technical Management, IT Operations Management, Application Management
• Service Operations and Support Service Operation roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks.

The Planning, Protection and Optimization module is one of the ITIL Service Capability modules, and will be beneficiary to candidates wishing to gain a deep level of understanding of ITIL process and roles, how they are implemented and how they interact.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Service Management as a Practice
• Processes across the Service Lifecycle pertaining to the practice elements within Planning, Protection and Optimization
• Capacity Management as a capability to realize successful service design
• Availability Management as a capability to realize successful service design
• IT Service Continuity Management as a capability to support overall Business Continuity Management
• Information security management as part of the overall corporate governance framework
• Planning, Protection and Optimization roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks.

And specifically in the following key ITIL process and role areas

• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Demand Management
• Challenges, Critical Success Factors and Risk Management for Service Planning, Protection and Optimization.

Candidates aspiring training and certification for this qualification must already hold ITIL foundation certificate.