ITIL Capability: Operational Support & Analysis (ITIL OSA) Training Course


In accordance with the operational support and analysis syllabus, this ITIL® capability course builds on the general principles covered as part of the ITIL Foundation course. It enables an organisation to introduce the processes associated with support: incident management, problem management, event management, access management and request fulfilment. It also prepares students for the ITIL Intermediate Qualification: ITIL Capability Operational Support and Analysis (ITIL OSA) (2011 edition)

ITIL OSA Flier

Download the ITIL OSA Flier

Who Should Attend Our ITIL Capability Operational Support and Analysis (ITIL OSA) Training Course?

The course is suitable for individuals who require a deeper understanding of the support processes and how they may be used to enhance the quality of IT service provision within an organisation. It is particularly suited to process owners or managers, or people who will be working with, or documenting and deploying, the processes involved. It offers a natural career development path for those who already hold the ITIL Foundation Certificate in IT Service Management obtained from an accredited training provider, or the v2 to v3 bridge equivalent.

The ITIL OSA Course Objectives

    • Enables delegates to obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL
    • Provides delegates with practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines.
  • Prepares delegates for the ITIL Capability examination in Operational Support & Analysis (2011 edition).

The ITIL OSA Course Structure

Classroom: This is an instructor-led classroom (physical or virtual) based course that uses a combination of lectures, group discussions, assignments and sample exams to reinforce the key learning topics, and is based on AXELOS Best Practice Guidelines as documented in the ITIL Service Lifecycle books (available for purchase separately).

eLearning: This is a self-paced online version of the course which uses recorded lectures, checkpoint tests and sample exams normally available for a 90-day licence. The exam is provided remotely online after the training.

Blended: This is a combination of eLearning and 4 regular 2-hour progress/revisions usually spread over 8 weeks.

The ITIL Capability Professional Qualification

The format for the exam paper is 8 scenario-based multiple-choice questions. They are gradient scored questions with one answer is worth 5 marks, the next best 3 marks, then 1 mark and a distracter that achieves no marks. It is a supervised, closed-book exam – the duration of which is a maximum of 90 minutes (if taken in native language). Successful candidates will be awarded 4 credits towards the ITIL Expert qualification.

Fox IT provides the ITIL Capability OSA training course in the UK and around the world via our partners.

Contact us directly on the phone or we can get intouch with you →