ITIL® Intermediate OSA Certification Training

ITIL OSA Training

The Operational Support and Analysis (OSA) module is one of the intermediate level modules in the ITIL® Service Capability work stream. 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.


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ITIL OSA Training Overview

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 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.

Note: Vinsys provides ITIL certification training in combination with ITIL exam.

Course Curriculum


ITIL® OSA certification provides a broader view of the operational support analysis and all its inter-related activities. This certification course aims at learning how to:

  • Manage daily operational activities
  • Apply OSA practices to enable the request, access, problem, and IT operations along with complete application management
  • Recognize setbacks in the current processes and determine opportunities for improvements for practical implementation of ITIL® to establish highly satisfactory client support services
  • Assess the scope of processes that play a vital role in the Operational Lifecycle.
  • Measure operational support and analysis performance through ITIL® Intermediate OSA training
  • Minimize risks, challenges and critical success factors related to OSA


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



Candidates looking forward to certifying with the ITIL® OSA credentials must fulfill the following criteria:

  • Complete a minimum of 28 contact hours of training from an ATO or accredited e-learning solution
  • Pass the ITIL® Foundation Certification in IT Service Management (or ITIL®® v2 Foundation + v3 Foundation Bridge Certificate)
  • Have at least 2-3 years of experience in working in ITSM environments



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 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


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Training Options


Virtual Instructor-Led Session

2 days Instructor led Online Training

Experienced Subject Matter Experts

Approved and Quality Ensured training Material

24*7 leaner assistance and support


Customized According To Team's Requirements

Customized Training Across Various Domains

Instructor Led Skill Development Program

Ensure Maximum ROI for Corporates

24*7 Learner Assistance and Support

Course Outline

  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

Course Advisor

Prasad Lele

19+ Years


Area Of Expertise : ITIL® Expert, CobiT® 5 Implementation Certified, CobiT® 5 Assessor Certified, Certified ISO/IEC 38500 Lead IT Corporate Governance Manager, ITIL 4 Foundation Certified, Certified ISO/IEC 20000 Lead Auditor, PRINCE 2® Practitioner, Certified ISO 21500 Project Manager, SIAM™ Foundation, VeriSM™ Foundation

Course Reviews


The certification deals with understanding of the scope of operational support and analysis related to the provision, support and delivery of IT services. This course offers 4 ITIL® credits that can be used for further ITIL® certifications.

Candidates must provide the evidence of ITIL® Foundation Certification or ITIL®® v2 Foundation + v3 Foundation Bridge Certificate before applying for this course.

The ITIL® OSA training is conducted for 2-3 days.

ITIL® Intermediate OSA certification training provides you with 4 ITIL® credits.

Yes, once candidates successfully clear the OSA certification exam, Vinsys will provide a soft copy of the ITIL® OSA Certification. The exam is usually conducted on the last of your training.

Vinsys is equipped with well-experienced trainers, sophisticated training environments, accredited course material and exam preparation material that collectively contribute towards a conducive learning environment and promotes learning that in turn help candidates clear their certification exams in the first attempt.

We excel in ITIL® trainings and have helped many professionals achieve great heights in their ITSM career with our ITIL® Foundation as well as ITIL® Intermediate level trainings.

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)