ITIL OSA Certification Training Course

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ITIL® Operational Support & Analysis (OSA) Certification Training

The Operational Support and Analysis (OSA) module is one of the intermediate level modules in the ITIL® Service Capability workstream. This module is designed to focus on the practical implementation of OSA practices to promote incident, event, access, problem, request, IT operations, technical and application management. This ITIL® OSA course content is based on the best practice guidance mentioned in the ITIL® Service Operation publication.

  • AXELOS accredited ATO
  • Highly influential facilitators
  • 4 ITIL® credits
  • 98% exam success rate
  • Flexible training schedules
  • Access to Vinsys Labs

4.8/5

(2000 Ratings)

10000

 

Learning Objectives -

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective
  • Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes.
  • The activities, methods and functions used in each of the Operational Support and Analysis processes
  • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure Operational Support and Analysis performance
  • The importance of IT Security and how it supports Operational Support and Analysis
  • Understanding technology and implementation requirements in support of Operational Support and Analysis
  • The challenges, critical success factors and risks related with Operational Support and Analysis.

The ITIL® OSA Certification promotes the interests of individuals who wish to enhance their knowledge of the ITIL® processes and are eager to reach to the ITIL® Expert or ITIL® Master levels. This training course suits:

  • IT Operations Manager
  • System Software
  • Applications Support
  • Availability Manager
  • Database Administrator
  • Network Support, Control and Operation
  • Configuration Manager
  • Problem Manager

 

Introduction and Overview

  • Service Management as a practice
  • The Service value proposition
  • The role of Operational Support and Analysis processes in the lifecycle
  • How Operational Support and Analysis supports the Service Lifecycle

Core Service Operation Processes

  • Event Management
  • The purpose, goal and objectives of Event Management
  • Explaining triggers, inputs, outputs and the process interfaces
  • Using metrics to check effectiveness and efficiency
  • Employing active and passive monitoring tools

Incident Management

  • Managing the Incident Lifecycle
  • Identifying process activities, methods and techniques and how they relate to the Service Lifecycle
  • Interaction with design services
  • Incident Management involvement on Information Management

Request Fulfillment

  • Scope of the processes
  • The policies, principals and the request model concept
  • Dealing with service requests from users
  • How metrics can verify effectiveness and efficiency of the Request Fulfillment process

Problem Management

  • The objectives of the Problem Management process
  • Managing the lifecycle of problems
  • Value to the business and the Service Lifecycle
  • Identifying triggers, input and output to other processes
  • Analyzing metrics to check efficiency

Access Management

  • Policies, principles and basic concepts
  • Managing authorized user access
  • Distinguishing Access Management and Information Management
  • Executing Security and Availability Management policies
  • Challenges and critical success factors

Service Desk

  • Establishing the Service Desk objectives
  • Organizational structures and staffing options Providing a single point of contact
  • Measuring effectiveness and efficiency
  • Impact of Service Desk on customer perception
  • Reasons and options for outsourcing the Service Desk

Service Operation Functions

  • Functions of Technical Management, IT Operations Management and Application Management
  • How the functions contribute to Operational Support and Analysis
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analyzing the function's activities

Technology Considerations

  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing Service Management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

  • Managing change in Service Operations Examining implementation aspects of Service Operation and Project Management Assessing and managing risk in Service Operation Operational staff considerations in Service Design and Transition How to plan and implement Service Management technologies

 

 

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective through the study of OSA Certification
  • Assimilating the scope processes that interact with Operational Lifecycle process. And understanding the role of Operational Support and Analysis by giving the ITIL® OSA Exam
  • Nurturing activities, methods and functions used in each of the ITIL® Intermediate OSA processes.
  • Learning to measure Operational Support and Analysis performance through ITIL® Intermediate OSA  CertificationTraining
  • Gaining knowledge of the importance of IT Security and how it supports by studying for ITIL® Intermediate OSA Training
  • The challenges, critical success factors and risks related with Operational Support and Analysis

Ajit Joshi

Associate Vice President and Head – Governance and Enterprise Transformation in IT Service Management (GeTSM)

 

  • More than 8 years of experience in IT operations, Service Management, Training
  • Trained more than 1000 professionals on technology and upselling, and Best Management Practices, like ITIL®, COBIT, Six Sigma, Prince 2.
  • ITIL® Release, Control and Validation Certified.
  • ITIL® Service Offering and Agreement Certified.
  • ITIL® Planning, Protection and Optimization Certified.

 

What is ITIL® OSA Certification?

  • This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services

What is the Eligibility Criteria / Pre-requisites for the ITIL® OSA Exam?

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

  • Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

  • Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course

When are the classes conducted?

  • All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

  • Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

  • Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

  • We are Accredited Training Organization
  • Experiential Education
  • Experienced Industry Experts
  • Accredited course material
  • Quality Courseware
  • Post training support

The ITIL® Operational Support & Analysis (OSA) certification exam follows the below pattern:

Exam Duration: 90 minutes (120 minutes for candidates appearing for the exam in a language other than their first language with the permission of using a dictionary)

No. of questions: 8

Exam type: Closed book

Passing criteria: 70% (28/40 marks)

The ITIL® Operational Support and Analysis (OSA) module is designed to highlight the planning, optimization, and implementation aspects of the OSA processes. It trains professionals on how to apply core practices in support of the Service Management Lifecycle, implement and execute specific ITIL® processes to serve real-time on-job scenarios.

Our ITIL® OSA course content for the certification exam covers everything that is required to enable candidates to clear the ITIL® OSA Certification exam in the very first attempt. Vinsys ensures that professionals gain a complete understanding of the core OSA concepts while also insisting on practical exposure for resolving on-the-job issues. This course contributes knowledge as well as credits required for further ITIL® courses such as ITIL® Expert or ITIL® Master Certification Courses.

The ITIL® OSA Certificate is offered to those who clear the ITIL® OSA certification exam after fulfilling the prerequisites. This exam is governed by EXIN, APMG and CSME. In order to qualify for the course, candidates need to undertake a course offered by an Authorized Training Organization. Vinsys is an accredited ATO for ITIL® Foundation and Intermediate Level Training courses.

This OSA Intermediate module offers 4 ITIL® credits that contribute towards ITIL® Expert or ITIL® Master requirements.

Certifying from a reputed organization like Vinsys is essential because apart from certification, we offer 24x7 support and post-training assistance too. Our training ensures candidates get through in their first attempt with sufficient knowledge and practical application skills.

Candidates for this course must:

 

  • Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes
  • Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
  • It is strongly recommended that candidates read the ITIL® Service Lifecycle core publications in advance of attending training for the certification.

After completing this Intermediate level ITIL® certification, some of the major benefits observed by individuals as well as organizations are:

  • Managing & solving any problem while implementing the ITIL® Service Lifecycle
  • Ability to solve any incident to ensure IT services can be uninterruptedly used by users
  • Ensuring the availability of technical expertise and support for IT infrastructure management
  • Access management – that enables authorized users the right to utilize a service while denying access to non-authorized users
  • Request fulfillment – ways to fulfill a request for providing effective access to standard services which can be further utilized to improve the quality of business services and products
  • Gain a deep insight of the ITIL® OSA module processes to successfully clear the OSA certification exam

Vinsys has been in the training industry since past 20 years and specializes in ITIL® certification training. Our focus is not only providing professionals with globally recognized certifications but also instilling practical, solution-based learning so that the theoretical knowledge can be utilized in real-job scenarios.

Our entire team strives to make learning a wonderful experience for both learners and trainers with flexible training schedules and introduction of modern training methodologies. We ensure to creating a conducive learning environment so that our candidates enjoy their certification journey while gathering immense amount of knowledge.

  • Story-telling format of training deliveries
  • Flexible training schedules
  • More than 600,000 professionals successfully trained
  • 98% exam passing rate
  • Highly interactive training sessions

Vinsys aims at creating leaders who are influential and possess the ability to educate others. Therefore our students experience a higher edge over other colleagues while on the job.

 

Learning Objectives -

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective
  • Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes.
  • The activities, methods and functions used in each of the Operational Support and Analysis processes
  • The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure Operational Support and Analysis performance
  • The importance of IT Security and how it supports Operational Support and Analysis
  • Understanding technology and implementation requirements in support of Operational Support and Analysis
  • The challenges, critical success factors and risks related with Operational Support and Analysis.

The ITIL® OSA Certification promotes the interests of individuals who wish to enhance their knowledge of the ITIL® processes and are eager to reach to the ITIL® Expert or ITIL® Master levels. This training course suits:

  • IT Operations Manager
  • System Software
  • Applications Support
  • Availability Manager
  • Database Administrator
  • Network Support, Control and Operation
  • Configuration Manager
  • Problem Manager

 

Introduction and Overview

  • Service Management as a practice
  • The Service value proposition
  • The role of Operational Support and Analysis processes in the lifecycle
  • How Operational Support and Analysis supports the Service Lifecycle

Core Service Operation Processes

  • Event Management
  • The purpose, goal and objectives of Event Management
  • Explaining triggers, inputs, outputs and the process interfaces
  • Using metrics to check effectiveness and efficiency
  • Employing active and passive monitoring tools

Incident Management

  • Managing the Incident Lifecycle
  • Identifying process activities, methods and techniques and how they relate to the Service Lifecycle
  • Interaction with design services
  • Incident Management involvement on Information Management

Request Fulfillment

  • Scope of the processes
  • The policies, principals and the request model concept
  • Dealing with service requests from users
  • How metrics can verify effectiveness and efficiency of the Request Fulfillment process

Problem Management

  • The objectives of the Problem Management process
  • Managing the lifecycle of problems
  • Value to the business and the Service Lifecycle
  • Identifying triggers, input and output to other processes
  • Analyzing metrics to check efficiency

Access Management

  • Policies, principles and basic concepts
  • Managing authorized user access
  • Distinguishing Access Management and Information Management
  • Executing Security and Availability Management policies
  • Challenges and critical success factors

Service Desk

  • Establishing the Service Desk objectives
  • Organizational structures and staffing options Providing a single point of contact
  • Measuring effectiveness and efficiency
  • Impact of Service Desk on customer perception
  • Reasons and options for outsourcing the Service Desk

Service Operation Functions

  • Functions of Technical Management, IT Operations Management and Application Management
  • How the functions contribute to Operational Support and Analysis
  • Identifying the roles of each function
  • Distinguishing the objectives of each function
  • Analyzing the function's activities

Technology Considerations

  • Generic technology requirements
  • Evaluation criteria for technology and tooling for process implementation
  • Planning and implementing Service Management technologies
  • Assessing and managing the project, risk and staffing for process implementation
  • Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

  • Managing change in Service Operations Examining implementation aspects of Service Operation and Project Management Assessing and managing risk in Service Operation Operational staff considerations in Service Design and Transition How to plan and implement Service Management technologies

 

 

  • Understanding Service Management as a Practice, Service Operation principles, purpose and objective through the study of OSA Certification
  • Assimilating the scope processes that interact with Operational Lifecycle process. And understanding the role of Operational Support and Analysis by giving the ITIL® OSA Exam
  • Nurturing activities, methods and functions used in each of the ITIL® Intermediate OSA processes.
  • Learning to measure Operational Support and Analysis performance through ITIL® Intermediate OSA  CertificationTraining
  • Gaining knowledge of the importance of IT Security and how it supports by studying for ITIL® Intermediate OSA Training
  • The challenges, critical success factors and risks related with Operational Support and Analysis

Ajit Joshi

Associate Vice President and Head – Governance and Enterprise Transformation in IT Service Management (GeTSM)

 

  • More than 8 years of experience in IT operations, Service Management, Training
  • Trained more than 1000 professionals on technology and upselling, and Best Management Practices, like ITIL®, COBIT, Six Sigma, Prince 2.
  • ITIL® Release, Control and Validation Certified.
  • ITIL® Service Offering and Agreement Certified.
  • ITIL® Planning, Protection and Optimization Certified.

 

What is ITIL® OSA Certification?

  • This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services

What is the Eligibility Criteria / Pre-requisites for the ITIL® OSA Exam?

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

  • Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

  • Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course

When are the classes conducted?

  • All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

  • Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

  • Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

  • We are Accredited Training Organization
  • Experiential Education
  • Experienced Industry Experts
  • Accredited course material
  • Quality Courseware
  • Post training support

The ITIL® Operational Support & Analysis (OSA) certification exam follows the below pattern:

Exam Duration: 90 minutes (120 minutes for candidates appearing for the exam in a language other than their first language with the permission of using a dictionary)

No. of questions: 8

Exam type: Closed book

Passing criteria: 70% (28/40 marks)

The ITIL® Operational Support and Analysis (OSA) module is designed to highlight the planning, optimization, and implementation aspects of the OSA processes. It trains professionals on how to apply core practices in support of the Service Management Lifecycle, implement and execute specific ITIL® processes to serve real-time on-job scenarios.

Our ITIL® OSA course content for the certification exam covers everything that is required to enable candidates to clear the ITIL® OSA Certification exam in the very first attempt. Vinsys ensures that professionals gain a complete understanding of the core OSA concepts while also insisting on practical exposure for resolving on-the-job issues. This course contributes knowledge as well as credits required for further ITIL® courses such as ITIL® Expert or ITIL® Master Certification Courses.

The ITIL® OSA Certificate is offered to those who clear the ITIL® OSA certification exam after fulfilling the prerequisites. This exam is governed by EXIN, APMG and CSME. In order to qualify for the course, candidates need to undertake a course offered by an Authorized Training Organization. Vinsys is an accredited ATO for ITIL® Foundation and Intermediate Level Training courses.

This OSA Intermediate module offers 4 ITIL® credits that contribute towards ITIL® Expert or ITIL® Master requirements.

Certifying from a reputed organization like Vinsys is essential because apart from certification, we offer 24x7 support and post-training assistance too. Our training ensures candidates get through in their first attempt with sufficient knowledge and practical application skills.

Candidates for this course must:

 

  • Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes
  • Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
  • It is strongly recommended that candidates read the ITIL® Service Lifecycle core publications in advance of attending training for the certification.

After completing this Intermediate level ITIL® certification, some of the major benefits observed by individuals as well as organizations are:

  • Managing & solving any problem while implementing the ITIL® Service Lifecycle
  • Ability to solve any incident to ensure IT services can be uninterruptedly used by users
  • Ensuring the availability of technical expertise and support for IT infrastructure management
  • Access management – that enables authorized users the right to utilize a service while denying access to non-authorized users
  • Request fulfillment – ways to fulfill a request for providing effective access to standard services which can be further utilized to improve the quality of business services and products
  • Gain a deep insight of the ITIL® OSA module processes to successfully clear the OSA certification exam

Vinsys has been in the training industry since past 20 years and specializes in ITIL® certification training. Our focus is not only providing professionals with globally recognized certifications but also instilling practical, solution-based learning so that the theoretical knowledge can be utilized in real-job scenarios.

Our entire team strives to make learning a wonderful experience for both learners and trainers with flexible training schedules and introduction of modern training methodologies. We ensure to creating a conducive learning environment so that our candidates enjoy their certification journey while gathering immense amount of knowledge.

  • Story-telling format of training deliveries
  • Flexible training schedules
  • More than 600,000 professionals successfully trained
  • 98% exam passing rate
  • Highly interactive training sessions

Vinsys aims at creating leaders who are influential and possess the ability to educate others. Therefore our students experience a higher edge over other colleagues while on the job.

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Reviews

reviewer.png

Mr.Johan Affendi

CIO Corporate

Studying for OSA certification helped me focus on the more practical approach that the course has to offer. ITIL® OSA has taught me how to manage everyday operation of IT services and gain a better understanding of how to implement the ITIL® processes that will enable me to deliver and support services to customers.


reviewer.png

Mr.Simpson Doug

Enterprise Program Manager

Being a configuration manager, ITIL® Intermediate OSA became one of my most coveted course that I had undertaken. It has now helped me cover issues and topics based on people, relationships, procedures and infrastructure technology required to ensure that the organization can deliver high quality and cost-effective IT services.


reviewer.png

Mr.Shashikant Yadav

Senior Engineer

The training of ITIL® Intermediate OSA certification has helped me in a big way in making the operational changes, designing operational support mechanisms, and to understand and measure their operational performance of the company’s needs.


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