ITIL 2011 Intermediate Module - Operational Support & Analysis (OSA)

The module focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management. The knowledge, interpretation and analysis of Service Management principles, techniques and relationships and the application of them to the operation of effective service solutions.

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The OSA course can teach organizations and individuals how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers. It also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or programme can provide the high quality and cost effective IT services that are required to meet organizational needs.

The Concept


The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle and specifically in the following key ITIL process, role and function areas:

  • Event management
  • Incident management
  • Request fulfilment
  • Problem management
  • Access management
  • Service desk
  • Technical management
  • IT operations management
  • Application management

Target Candidate


The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to:

  • IT professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Qualification Learning Objectives


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
  • Optimizing service operation performance
  • How the processes in OSA interact with other service lifecycle processes
  • How to use the OSA processes, activities and functions to achieve operational excellence
  • How to measure OSA
  • The importance of IT security and its contributions to OSA
  • Understanding the technology and implementation considerations surrounding OSA
  • The challenges, critical success factors (CSFs) and risks associated with OSA
  • Specific emphasis on the service operation lifecycle processes and roles included in:

  1. Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service
  2. Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
  3. Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
  4. Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
  5. Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.
  • Operational activities of processes covered in other lifecycle stages such as:
  1. Change management
  2. Service asset and configuration management
  3. Release and deployment management
  4. Capacity management
  5. Availability management
  6. Knowledge management
  7. Financial management for IT services
  8. IT service continuity management.
  • Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.

In addition, the training for this qualification will include examination preparation, including an opportunity for a mock examination.

The exam format is as follows:

  • The exam contains complex scenarios upon which the 8 examination questions will be based. 
  • All questions are contained within the Question Booklet and each question will clearly state the scenario to which the question relates. 
  • In order to answer each of the 8 questions, you will need to read the related scenario carefully. 
  • On the basis of the information provided in the scenario, you will be required to select which of the four answer options provided (A, B, C or D) you believe to be the optimum answer. 
  • You may choose ONE answer only, and the Gradient Scoring system works as follows:
  • Closed book
  • 90 minutes duration
• If you select the CORRECT answer, you will be awarded 5 marks for the question
• If you select the SECOND BEST answer, you will be awarded 3 marks for the question
• If you select the THIRD BEST answer, you will be awarded 1 mark for the question
• If you select the DISTRACTER (the incorrect answer), you will receive no marks for the question

In order to pass this examination, you must achieve a total of 28 marks or more out of a maximum of 40 marks (70%).