ITIL® 2011 Intermediate Training: Operational Support & Analysis (OSA)

ITIL® 2011 Intermediate TrainingPC Ax Logo

Operational Support & Analysis (OSA)

Course Content:

The course consists of formal lecturing, group discussions, in-course assignments, and a practice examination. Candidates can expect to gain
competence in the following areas upon successful completion of the education and examination components related to this certification:

The value to the business of OSA activities
How OSA activities support the service lifecycle
Optimising service operation performance
How OSA processes interact with other service lifecycle processes
How to use the OSA processes, activities and functions to achieve operational excellence

  • How to measure OSA disciplines
  • The importance of IT security and its contributions to OSA
  • Understanding technology and implementation considerations
  • Challenges, critical success factors and risks associated with OSA
  • Specific emphasis on the service operation lifecycle processes androles included in:
  • Event management, which defines any detectable or discernible occurrence that has significance for the management of 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 and according to agreed service levels
  • Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity and business quality
  • Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimising the impact of incidents that cannot be prevented
  • Access management, which grants authorised users the right to use a service while preventing access to non-authorised users.
  • Operational activities of processes covered in other lifecycle stages
  • Organizing for service operation which describes roles and functions to be performed within the service operation and support


Course Profile:

This 5 day course leads to the ITIL Intermediate Certificate – Operational Support & Analysis (OSA). This is a freestanding
qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that
leads to the ITIL: 2011 Expert Certificate in IT Service Management.  This course is designed for individuals
who require a deep understanding of Operational Support & Analysis processes and functions, and how they
may be used to enhance the quality of IT service support within an organisation. The core ITSM disciplines
covered on this course are:

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


Course Pre-requisites:

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service
Management (the v3 2007/2011 Foundation or v2 Foundation plus Bridge Certificate). Candidates must be able to demonstrate
compliance to this requirement by producing their certificate(s) on the first day of class.


We are proud to be Accredited with PeopleCert through our Syzygal Partnership and offer PMI PDU's for our training classes.

Setting a New Standard - Return on Partnerships (ROP) - Working in partnership with Syzygal, IBEX provides professional development ed­ucation, e-learning and consulting solutions. The foundation of our partnership model is specialization in the areas of IT Service Management, Enterprise Governance, Project Management and IT Security Management. Our focus is on supporting and promoting world-renowned, industry recognized frameworks and standards. In doing so, we help our clients develop world-class, business centric IT Services and business change envi­ronments. With a global reach we can provide your organization with innovative solutions to help navigate your business to tangible and measurable improvements, through direct consultancy engagements or training and education services.

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Contact Information

3295 River Exchange Drive
Suite 212
Sandy Springs, Georgia 30092


(678) 752-7542 x104


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