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ITIL® Capability Course OSA – Operational Support And Analysis

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Long gone are the days where the datacenter was in the basement and the “helpless desk” was a necessary evil. Today, businesses are irreversibly dependent upon their technology, and real dollars are lost when those services are not available. This (5) five-day ITIL Capability Course – Operational Support and Analysis (OSA) – provides the best practice process knowledge required to monitor, deliver and support the IT services required to meet the business` needs, while preventing and reducing the costs of outages and lost productivity.

Written in-house by the ITSM Academy content team, the course includes ITSM Academy`s unique series of exercises, Living the Lifecycle®. Woven through all ITSM Academy`s ITIL certification classes, this series brings processes and concepts to life and identifies practical ways to overcome real-world challenges. Living the Lifecycle® successfully enables active learning by encouraging participants to:

  • Discuss and understand pure ITIL concepts
  • Apply concepts to a neutral, real world situation
  • Learn different perspectives
  • Reinforce examinable concepts


Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice, scenario-based questions, leads to the ITIL Intermediate Certificate.

Project Management Institute (PMI®) Professional Development Units (PDUS):

Learners who are Project Management Professionals earn 38 PDUs upon completion of this course.


Max instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, trainers blend their real life experiences into lively classroom discussion. Trainers for this course are ITIL Experts™, OSA Certified and have completed ITSM Academy`s OSA Train-the-Trainer Program.

Course / Student Material:

  • Five (5) Days Instructor Led Training and Exercise Facilitation (38 Class Hours/12 Study Hours)
  • Access to ITSM Academy`s Learner Portal – Reviews key ITIL Foundation concepts
    – Assists with pre-class reading and assignments
    – Provides tips for exam preparations
  • GAME ON! An Interactive Learning Experience®
  • Learner Manual (excellent post-class reference)
  • The ITIL Lifecycle Reference Card
  • Personal Action Plan Brochure
  • Study Aids, Sample Exams and Exam Preparation
  • Participation in Living the Lifecycle®, ITSM Academy’s unique series of exercises
  • In-Class Exam



Upon successful completion learners will understand:

  • Service Management as a Practice
  • Service Operation principals
  • Operational Support and Analysis (OSA) processes
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Operational activities of the processes covered in other lifecycle phases
  • Service Operation roles, responsibilities and functions including Service Desk,Technical, IT Operations and Application Management
  • Technology and implementation considerations
  • Challenges, Critical Success Factors and risks


Candidates for this course have:

  • Prerequisite Certification must be Provided Prior to Class Start
  • ITIL Foundation – obtained through ITIL Foundation or Bridge Course


  • 2 to 4 years IT Service Management experience
  • A minimum of 12 hours of personal study


The primary audience is:

  • IT/Business Professionals and Process Owners requiring deep role-based knowledge of the OSA processes
  • Individuals seeking to achieve the ITIL Master or ITIL Expert™ Certification

ITIL® is a registered trade mark of the Cabinet Office. IT Infrastructure Library® is a registered trade mark of the Cabinet Office The Swirl logo™ is a registered trade mark of the Cabinet Office

Accredited course material is property of ITSM Academy

$2995.00 List Price

5 Days Course

Class Dates

Request a Date or a Private Class below.

MAX Educ. Savings
38 PDU's
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