ITILSC-OSA - ITIL Service Capability - Operational Support & Analysis

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About this course


The course builds on the general principles covered as part of the ITIL® Foundation Certificate Course and provides in-depth knowledge of the ITIL® OSA topics as specified in the ITIL® Service Capability curriculum. This includes Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management processes, the Service Desk, Technical Management, IT Operations Management and Application Management functions. There is an examination at the end of the course. The OSA exam is very challenging; it consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark will be 70% or more. Successful candidates will be awarded 4 credits towards the ITIL® Expert Certification.

Target Audience

The course is suitable for individuals who require an in-depth understanding of Operational Support & Analysis processes and how this may be used to enhance the quality of IT service provision within an organisation.

At Course Completion

Proven industry best practice provides knowledge on ITIL®  terminology, process structure, roles, functions and activities that will assist in improving user support practices and as a result, improving the stability of the IT infrastructure. The course provides participants with practical guidance on the design and implementation of integrated end-to-end processes and functions involved in preventing recurring faults within the IT infrastructure whilst effectively responding to customer issues and requests, with reference to the Service Lifecycle approach as described in ITIL®.


exam or the ITIL® Bridging exam. Proof will need to be provided before attending the course. We recommend that course participants are familiar with the 5 ITIL® Core Publications prior to attending the course. In particular, the process chapters from the Service Operation Book and some familiarity with the Continual Service Improvement Book would be an advantage. We estimate approximately 10 hours of personal study will be required. The ITIL® Books are not included with this course.


ITIL® training is provided by Cobitism PTY LTD, a Peoplecert accredited Training Organisation.


Copyright © Cobitism PTY LTD and AXELOS Limited 2014.

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