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ITIL® Capability Course OSA – Operational Support And Analysis On-Demand




ITIL® Operational Support & Analysis

Learn how to successfully apply Service Offerings and Agreements best practices and gain competencies in SOA processes. Understand how to provide value to the customer, service provider and IT organization, learn how to make sure Service Level Agreements have an underpinning support structure and how to manage partners and suppliers in an appropriate way.

The Capability stream is targeted at delegates who will carry out ITIL® processes on a day to day basis. The Operational Support and Analysis course covers principles and processes that allow delegates to create an efficient and effective support offering for live services.

This course requires 30 hours mandatory study; 12 hours self-study with the Service Operation core volume is recommended to prepare for the exam.

Benefits of this course include:

  • Study online at your own pace
  • 90 day online access
  • ​Fully accredited
  • Video tutorials, quizzes, exercises, study guides and official syllabus and sample exams
  • Tutor support included
  • 30 hour course
  • 10 Modules, divided into easy to absorb lessons

Course Options: 150 day courses are also available.

(Contact us to learn more about these options)

Exam details…

  • ​Exam voucher included
  • Exam duration: 90 minutes
  • Exam format: closed book, multiple choice
  • Exam delivery: online, webcam proctored.
  • Exam pass mark: 70% (28/40 marks across 8 questions)
  • Exam value: 4 ITIL® credits

The ITIL® Capability Course – Operational Support and Analysis On-Demand courses on this page are offered by ITSM Zone ATO/Affiliate of AXELOS Limited. ITIL® Capability Course – Operational Support and Analysis On-Demand  is a registered trade mark of AXELOS Limited. All rights reserved.





Introduction to Operational Support and Analysis

OSA processes and functions:

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Access Management
  • Problem Management
  • Service Desk Technical Management
  • Application Management
  • IT Operations Management
  • Technology and implementation considerations
  • Preparing for the exam



Course prerequisites:

  • 2 years IT experience is desirable

Exam prerequisites:

  • Delegates must hold the ITIL® Foundation Certificate in IT Service Management (ITIL® V3 or later, or ITIL® V2 + the V2-V3 Foundation Bridge)
  • 30 hours of study via an accredited training solution – confirmed by your course completion certificate
  • 21 hours of self-study using the Service Operation core volume is recommended





Process & Procedure Engineers, Application Developers and Managers, Anyone working in Project/ Program Management & Administration, Anyone working in Management and Business Development.

$995.00 List Price

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