About Course

Operation, Support & Analysis (OSA) is one of ITIL Capability publicationse. This course dwells in detail on the best practices on how IT services needs to be managed effectively and efficiently so as to deliver value to the customers. Participants will be provided with practical and hands-on learning experiences using a scenario-based approach.

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

How will it benefit?

Training on OSA helps participants thoroughly understand, manage and improve day-to-day IT services with minimum impact to business. It helps

  • Understand the benefits of Quality Built-in
  • Attain Higher Productivity
  • Increase in effectiveness and efficiency thereby increasing customer satisfaction
  • Improved competencies, skills set thereby becoming more valuable within the organization.
  • Globally accepted approach to the management and delivery of IT Services.

What Is The Curriculum?

ITIL OSA covers following Processes and Functions that has been tested, adapted by many orgranization across the globe and acclaimed as Best Practice

Processes Brief Description
Incident Management A process designed to ensure Incidents are resolved ASAP with minimum impact to business
Problem Management A process designed to drastically reduce occurrence & recurrence of  incidents thereby improving productivity & IT perception to business
Event Management A process that proactively  deliver IT services through automation. Helps greatly reduce exceptions.
Request Fulfilment A process that  is pre-approved and can be quickly expedited thereby reducing bureaucracy and cost.
Access Management A process that grants users the right to have access and prevents unauthorized users accessing a service.
Service Desk A Function that is a Single Point of Contact (SPOC). Helps resolve Incidents & Service Requests
IT Operations Management A Function that takes care of day-to-day activities and ensures stability
Technical Management A Function that is custodian to all technical related to Infrastructure
Application Management A Function that is custodian to all technical related to Applications

How will Course Be Delivered?

  • Intense, Interactive Classroom Training
  • Accredited courseware
  • Tips & Tricks on how to pass Certification exam
  • Program delivered by faculty who are Approved & Accredited with Highest Proficiency and having vast Industry Experience.
  • Assist Candidates with Career Planning, Growth & Development.
  • Program delivered by passionate ITIL Expert with vast industry experience, approved & accredited by APMG/PEOPLECERT with highest proficiency, having vast Industry Experience & have successfully delivered training to big Corporate.

Who Should Be Attending?

Participants who are ITIL Foundation certified- a pre-requisite, and keen in understanding the concepts in greater detail thereby equipping  themselves for better & challenging opportunities in their careers.

What Are The Session Highlights?

The session will be packed with examples, stories, 2 sets of scenario based exercises/mock exam from AXELOS which will be reviewed, discussed & analysed. This helps reinforce learning and prepare participants to take the final certification examination with greater confidence.


Upon successfully passing ITIL OSA examination, the participant will earn 4 credits