ITIL® Intermediate Module - Operational Support and Analysis (OSA)



Get 21 contact hours of training along with best in class accredited courseware, 3 sample exams and many more knowledge articles.


ITIL® is a world-wide accepted IT management framework. As more and more companies are adapting the cloud computing technique the use of ITIL® has amplified. According to Gartner, 50% of the organizations will move to the hybrid cloud by 2017 and as per a AXELOS’ report called ‘The Importance of ITIL® A global View – 2014 and Beyond’ states that 69% of C-class executives said that ITIL® is becoming more important due to the growth of Cloud Computing sector.

ITIL® provides a practical and sensible framework for identifying, planning, delivering and supporting IT services to the business. Within this world renowned framework there are number of modules and among them Operational Support and Analysis (OSA) is one that gives a practitioners outlook to the IT professional to carry their operational activities. Vinsys, a globally acclaimed training provider, conducts this course to give candidates a hands-on practical knowledge of Service operations and functions in ITIL® service lifecycle.
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We are the EXIN and PeopleCert accredited training provider. We are certified to conduct trainings for ITIL® foundation and expert courses across the world.


Till date, we have trained and certified more than 10,000+ professionals worldwide in ITIL®, ITSM, and IT Governance
Our integrated pool of instructors and consultants with hands- on industrial experience conduct interactive training sessions to give a participant a practitioner’s approach of using technical concepts
Along with interactive sessions from expert instructors we provide mock exam practice test series, case study material with real-life practical examples
Before taking an actual exams we make the participants appear for numerous mock tests to increase their confidence level.
Our subject matter experts develop in-house course material customized as per the trends and principles stated by the examination body.
We include the official certification fee along with our training cost
We facilitate you to acquire the certification in your home city
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Mr. Vishal Vyas
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This is an intermediate level certification that gives you an in-depth overview of capability aspects of service operations. Our incredible faculty with immense experience in conducting training for ITIL® certifications will guide you to have a practical approach of process activates in service management. Through this course we will show you the interfaces between SO and other stages of ITIL® Service lifecycle stage. We ensure you that the learning you will gain her will make you competent to add value to the business by using OSA activities in service management.

  • Introduction to operational support and analysis 6 Learning
  • Event management 6 Learning Unit
  • Incident management 6 Learning
  • Request fulfillment 6 Learning Unit
  • Problem management 6 Learning
  • Access management 7 Learning Unit
  • The service desk 7 Learning Unit
  • Functions and Roles 7 Learning Unit
  • Technology and implementation considerations

This phase in ITIL® framework focuses on the practical aspects of managing an incident, request, problem, access, technical, IT operation and application management. This training and certification solidifies your everyday IT service operational skills and gives you a better understanding of how to implement the ITIL® process that enables you to deliver and support service to the customers. It also equips you to deal with issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or program can provide the high quality and cost effective IT service which is essential in meeting organizational needs.

  1. ITIL® OSA can enhance the IT service organization in several ways,
  2. Organizations can maximize the benefits of those services by increasing the availability of the service and the productivity of their staff. They will be able to demonstrate a level of understanding and competency in operating services in any situation which may require it.
  3. For Individuals
  4. Being in the know on Operational Support and Analysis will ensure that the delivery of services match the requirements of the business. Delegates will be able to spot the weakness in design, delivery and functionality, and feed this back to the CSI phase.

Frequently asked questions about this course.

1. Who can go for this certificates?
Any person who is working in IT service management domain can go for the same, however he should be ITIL® foundation certifed.
2. What is the validity of the certificate ?
This certificate is valid for life time.
3. Who is the authorizing body ?
You will get a certificate from EXIN/Peoplecert/ APMG.
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Vinsys, a globally acclaimed individual and corporate training provider, has a legacy of empowering professionals with knowledge since 15+ years. Till date we have enlightened and trained 600,000+ professionals around the world. Today, we have spread our wings across the globe and have footprints in Australia, China, India, Kenya, Malaysia, Oman, Singapore, Tanzania, UAE and USA. We are renowned players in conducting corporate training and open house workshops in Information Technology, IT Service Management, IT Governance, IT Infrastructure Library, Project Management, Behavioral and Management Solutions; and Foreign Languages for enterprises and governments worldwide.


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