ITIL® Intermediate: Operational Support and Analysis

Level: Intermediate
RATING: 4.8/5 4.82/5 Based on 193 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.

Key Features of this ITIL Operational Support and Analysis Training:

  • After-course instructor coaching benefit
  • Learning Tree ITIL Success Package 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 CPE 30 Credits PMI 30 PDU

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  • 5-day instructor-led training course
  • Earn 30 PMI PDUs
  • Earn 30 NASBA CPEs (live, in-class attendance only)
  • One-on-one after-course instructor coaching
  • ITIL Certification Success Package included
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Standard $2590

Government $2590

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In Class & Live, Online Training

  • Sep 24 - 28 (5 Days)
    9:00 AM - 5:00 PM EDT
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  • Nov 5 - 9 (5 Days)
    9:00 AM - 5:00 PM EST
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  • Jan 28 - Feb 1 (5 Days)
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  • Mar 18 - 22 (5 Days)
    9:00 AM - 5:00 PM EDT
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  • Apr 1 - 5 (5 Days)
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  • Jun 3 - 7 (5 Days)
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  • Jul 29 - Aug 2 (5 Days)
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  • Sep 16 - 20 (5 Days)
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ITIL Operational Support and Analysis Course Information

  • Requirements

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Recommended Experience

    • Basic IT literacy and around two years of IT experience
  • Course Preparation

    • Before your event, you will be sent a Pre-Course Study Guide and the Operational Support and Analysis ITIL Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study
    • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
  • Exam Information

    • The ITIL Operational Support and Analysis exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
    • Achieving the ITIL Intermediate Qualification: Operational Support and Analysis certificate provides four credits toward your ITIL Expert certification
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
    • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

ITIL Operational Support and Analysis Course Outline

  • ITIL OSA: Introduction and Overview

    • Service management as a practice
    • The service value proposition
    • Optimizing operational service performance
    • The role of OSA processes in the lifecycle
    • How OSA supports the service lifecycle
  • Core Service Operation Processes

    Event management

    • The purpose, goal and objectives of event management
    • Triggers, inputs, outputs and the process interfaces
    • Using critical success factors to check effectiveness
    • Employing active and passive monitoring tools

    Incident management

    • Managing the incident lifecycle
    • Identifying process activities, methods and techniques and how they relate to the service lifecycle
    • Interaction with design services
    • Incident management involvement

    Request fulfillment

    • Scope of the processes
    • The policies, principles and the request model concept
    • Dealing with service requests from users
    • How KPIs can verify effectiveness and efficiency of the request fulfillment process

    Problem management

    • The objectives of the problem management process
    • Managing the lifecycle of problems
    • Value to the business and the service lifecycle
    • Identifying triggers, input and output to other processes
    • Analyzing critical success factors to check efficiency

    Access management

    • Policies, principles and basic concepts
    • Managing authorized user access
    • Distinguishing access management and information management
    • Executing security and availability management policies
    • Challenges and critical success factors
    • Verifying effectiveness and efficiency
  • Service Desk

    • Establishing the service desk objectives
    • Organizational structures and staffing options
    • Providing a single point of contact
    • Measuring effectiveness and efficiency
    • Impact of service desk on customer perception
    • Reasons and options for outsourcing the service desk
  • Service Operation Functions

    • Functions of technical management, IT operations management and application management
    • How the functions contribute to OSA
    • Identifying the roles of each function
    • Distinguishing the objectives of each function
    • Analyzing the function's activities
  • Technology Considerations

    • Generic technology requirements
    • Evaluation criteria for technology and tooling for process implementation
    • Planning and implementing service management technologies
    • Assessing and managing the project, risk and staffing for process implementation
    • Identifying the critical success factors and risks related to implementing practices and processes
  • Implementation Considerations

    • Managing change in service operation
    • Examining implementation aspects of service operation and project management
    • Assessing and managing risk in service operation
    • Operational staff considerations in service design and transition
    • How to plan and implement service management technologies

Team Training

Important Course Information

  • Requirements

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Recommended Experience

    • Basic IT literacy and around two years of IT experience
  • Course Preparation

    • Before your event, you will be sent a Pre-Course Study Guide and the Operational Support and Analysis ITIL Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study
    • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
  • Exam Information

    • The ITIL Operational Support and Analysis exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
    • Achieving the ITIL Intermediate Qualification: Operational Support and Analysis certificate provides four credits toward your ITIL Expert certification
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
    • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • ITIL OSA: Introduction and Overview

    • Service management as a practice
    • The service value proposition
    • Optimizing operational service performance
    • The role of OSA processes in the lifecycle
    • How OSA supports the service lifecycle
  • Core Service Operation Processes

    Event management

    • The purpose, goal and objectives of event management
    • Triggers, inputs, outputs and the process interfaces
    • Using critical success factors to check effectiveness
    • Employing active and passive monitoring tools

    Incident management

    • Managing the incident lifecycle
    • Identifying process activities, methods and techniques and how they relate to the service lifecycle
    • Interaction with design services
    • Incident management involvement

    Request fulfillment

    • Scope of the processes
    • The policies, principles and the request model concept
    • Dealing with service requests from users
    • How KPIs can verify effectiveness and efficiency of the request fulfillment process

    Problem management

    • The objectives of the problem management process
    • Managing the lifecycle of problems
    • Value to the business and the service lifecycle
    • Identifying triggers, input and output to other processes
    • Analyzing critical success factors to check efficiency

    Access management

    • Policies, principles and basic concepts
    • Managing authorized user access
    • Distinguishing access management and information management
    • Executing security and availability management policies
    • Challenges and critical success factors
    • Verifying effectiveness and efficiency
  • Service Desk

    • Establishing the service desk objectives
    • Organizational structures and staffing options
    • Providing a single point of contact
    • Measuring effectiveness and efficiency
    • Impact of service desk on customer perception
    • Reasons and options for outsourcing the service desk
  • Service Operation Functions

    • Functions of technical management, IT operations management and application management
    • How the functions contribute to OSA
    • Identifying the roles of each function
    • Distinguishing the objectives of each function
    • Analyzing the function's activities
  • Technology Considerations

    • Generic technology requirements
    • Evaluation criteria for technology and tooling for process implementation
    • Planning and implementing service management technologies
    • Assessing and managing the project, risk and staffing for process implementation
    • Identifying the critical success factors and risks related to implementing practices and processes
  • Implementation Considerations

    • Managing change in service operation
    • Examining implementation aspects of service operation and project management
    • Assessing and managing risk in service operation
    • Operational staff considerations in service design and transition
    • How to plan and implement service management technologies

ITIL Operational Support and Analysis Training FAQs

  • What is ITIL OSA?

    The Operational Support and Analysis (OSA) Certificate stands on it's own, but is one of the components that can lead you to the Expert Certification. 

  • How do I take the ITIL OSA exam?

    The ITIL Service Strategy exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center. 

  • Can I obtain ITIL Intermediate OSA certification online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available in class, online, or as a private team training event. 

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