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ITIL® Intermediate - Operational Support & Analysis (Access to our ITIL Expert Suite)

Learn to apply operational support and analysis in a practical environment.



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Study method
Online, self-paced
6 months
ITIL V3 Intermediate: Operational Support and Analysis
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Additional info
  • Exam(s) / assessment(s) not included in price, and must be purchased separately

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The ITIL Operational Support & Analysis course will give students the ability to apply their knowledge of operational support and analysis practically. This helps the organisation to implement the management of incidents, problems, events, service desk operations and applications.

** This course is part of our ITIL Expert Suite which also includes ITIL Foundation, ITIL Continual Service Improvement, ITIL Managing Across the Lifecycle and many more **


ITIL V3 Intermediate: Operational Support and Analysis

Awarded by EXIN


During the ITIL Operational Support & Analysis course, students will be taught what impact operational support and analysis has on the activities of the organisation, considerations to be made regarding technology and implementation, the fulfilling of service requests, supporting the service lifecycle and the management of the lifecycle of all problems.

The ITIL Operational Support & Analysis course follows the following syllabus:

  • Module 1 – Introduction to Operational Support and Analysis
  • Module 2 – Event Management
  • Module 3 – Incident Management
  • Module 4 – Request Fulfillment
  • Module 5 – Problem Management
  • Module 6 – Access Management
  • Module 7 – The Service Desk
  • Module 8 – Common OSA Functions and Roles
  • Module 9 – Technology and Implementation Considerations
  • Module 10 - Exam Preparation

Upon completion of this course, you will earn 4 ITIL credits that will count towards gaining the ITIL Expert certification which requires a total of 22 ITIL credits.

Exam Details

The ITIL Operational Support & Analysis course exam consists entirely of multiple choice, scenario-based questions and has a pass mark of 70%. You will have 90 minutes in which to answer as many of the questions as possible.

Who is this course for?

This course perfectly suits individuals who wish to gain a better understanding of operational support and analysis and experienced professionals who would like to further their careers by pursuing further studies.


You will need to have gained the ITIL Foundation certification before undertaking the ITIL Operational Support & Analysis course.

Career path

  • IT Security Manager
  • IT Service Analyst
  • IT Architect
  • IT Operational Consultant
  • IT Auditor
  • IT Team Leader
  • IT Support Analyst

Questions and answers


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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.