• ITIL® Operational Support & Analysis (OSA) e-Learning - 6 Months Access

The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Operational Support and Analysis. Success in the exam will also earn you 4 credits towards the 22 credits needed to gain the ITIL Expert qualification. It helps you gain competence in the aspects of service management that relate to OSA, including:


·        A detailed understanding of the OSA processes: incident management, request fulfilment, event management, problem management, and access management.

·        The value of OSA activities for the business

·        How OSA supports and interacts with other service lifecycle activities

·        How OSA can deliver operational excellence

·        Organizing for service operation



23 Hours, Self-Paced
Accrediting Organization
AXELOS (awarded by Exin)
Certification Assessment
Exam Required (exam voucher included)
ITIL Intermediate: Operational Support and Analysis (OSA) Practical Guidance and Knowledge on the Service Delivery and Support Phase ITIL Service Operation (SO) is an intermediate level qualification and is one of five ITIL Service Lifecycle modules, covering the design of IT services and how to plan, implement and optimize service operation service delivery and support organization.
Course Overview The ITIL Service Operation qualification is one of five ITIL Service Lifecycle Courses and will provide you with guidance that focusses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them. There are 2 objectives of this course. The first is to gain an introductory overview of the Service management lifecycle, its key processes, roles etc. You also want to pass the exam! It is the aim of the course to satisfy both.
Who Should Take This Course This course will be of benefit to any IT professional who needs to understand the concepts and activities of ITIL Service Operation at management level, but not specific details about each of the supporting processes. It is also suitable if you have completed the ITIL Foundation certificate, and you are wishing to advance to higher level ITIL certifications.
Accreditation This course has been accredited by EXIN, who are licensed by AXELOS as an Examination Institute for the ITIL® Service Strategy Certificate in IT Service Management.
Examination This is a multiple choice exam consisting of eight scenario-based questions. Each question is gradient scored, meaning that you will have four answer options to choose from, and each answer will either be worth five marks, three marks, one mark, or zero marks. You will have 90 minutes to complete the exam. The exam is closed book - you cannot make use of any resources or materials during the exam. There are a maximum of 40 potential marks in this exam; to pass you must get at least 28 out of 40 marks correct (70%).

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ITIL® Operational Support & Analysis (OSA) e-Learning - 6 Months Access

  • Product Code: ITIL Operational Support & Analysis (OSA)
  • Availability: In Stock
  • $670.00