•     The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a free-standing 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.

• Service Desk Managers, Service Desk Supervisors, Service Desk Team Leaders, Service Desk Analysts, Security Administrators, Security Analysts, IT Operations Managers, IT Operation Coordinators, Monitoring Team Leaders, Monitoring staff, Service Level Managers/Coordinators, Facility Managers, Facility Coordinators, Security Managers, Infrastructure staff, Application Managers, Software Designers
•     Individuals who have attained ITIL Foundation Certificate.

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

Objectives –Full understanding of Operational Support and Analysis (OSA) Terms and core concepts.

•     The value to the business of OSA activities
•     The lifecycle within the OSA context
•     Optimizing service operation performance.

Objectives –The knowledge, interpretation and analysis of event management principles, techniques and relationships and the application of them to the operation of effective service solutions.

•     The event management process inclusive of its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes
•     Efficient event management and provision of examples showing how it is used to ensure service Quality within OSA    The benefits and business value that can be gained from event management.

Objectives –The knowledge, interpretation and analysis of incident management principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

•     The incident management process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
•     The measurement model and the metrics that would be used to support incident management within OSA practices
•     The benefits and business value that can be gained from incident management.

Objectives –The knowledge, interpretation and analysis of request fulfilment principles, techniques and relationships and the application of them to the support and operation of effective service solutions

•     The request fulfilment process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
•     The measurement model and the metrics that would be used to support incident management within OSA practices
•     The benefits and business value that can be gained from request fulfilment as related to OSA.

Objectives –The knowledge, interpretation and analysis of problem management principles, techniques and relationships and the application of them to the support and operation of effective service solutions.

•     The end-to-end  process flow for problem management inclusive of problem  analysis techniques, error detection,components, activities and operation including its organizational structure, as well as any interfaces with other pro- cesses
•     A measurement model and the metrics that would be used to support problem management within OSA practices
•     The benefits and business value that can be gained from problem management.

Objectives -The knowledge,interpretation and analysis of access management principles,techniques and relationships and the application of them to the support  and operation of effective service solutions.

•     The end-to-end process flow for access management process inclusive of components,activities and operation including its organizational structure, as well as any interfaces with other processes
•     A measurement model and the metrics that would be used to support  access management within OSA practices    The benefits and business value that can be gained from access management as related to OSA.

Objectives -The knowledge,interpretation and analysis of service desk principles,techniques and relationships and the application of them to the support and operation of effective service solutions.

•     The complete end-to-end process flow for the service desk function inclusive of design strategy,components, activities and operation, as well as any interfaces with  other processes or lifecycle phases
•     The service desk validation components and activities (e.g. service desk role,organizational structures,challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
•     A measurement model and the metrics that would be used to support  the service desk function within OSA prac­tices.

Objectives -The knowledge,interpretation and analysis of OSA principles, techniques and relationships and the appli­
cation of them to the support and operation of effective service solutions

•     The end-to-end process flow for OSA functions  (i.e. technical management,IT operations management,and appli­ cations management) inclusive of design strategy,objectives,components,activities,roles and operation including its organizational  structure,as well as any interfaces with other processes
•     The roles within each OSA process and generic roles
•     The benefits and business value that can be gained from functions as related to OSA

Objectives -The knowledge,interpretation and analysis of technology and Implementation and the application of them for the effective management of OSA.

•     Technology requirements for service management tools and where/how they would be used within OSA for pro­cess implementation
•     What best practices should be used in order to alleviate challenges and risks when implementing
•     service management technologies.

ITIL OSA Certification Information:

•     Exam Duration : 90 Minutes
•     Exam Format : Multiple Choice, scenario based gradient scored question
•     Exam Pass Mark : 70%
•     Level of Qualification : Intermediate
•     Electronic Devices Permitted : No
•     Open Book : No

•     At least 30 contact hours(hours of instruction, excluding breaks, and not including summary review time) with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
•     2 to 4 years’ professional experience working in IT service  management is highly  desirable
•     Hold  the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications–see Pre-requisite Entry Criteria on p5)
•     It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Operation core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.