ITIL® Intermediate: Operational Support & Analysis (OSA) with Official Exam

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ITIL V3 Intermediate: Operational Support and Analysis
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  • Exam(s) / assessment(s) is included in price
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ITIL® Intermediate: Operational Support & Analysis (OSA)

The ITIL® Intermediate: Operational Support & Analysis is one of the certificates in the ITIL scheme. The course provides in-depth knowledge on how to improve IT Service Management in everyday operations and to gain a thorough understanding of how to implement ITIL processes and enhance services to customers. The course is based on best practice guidance and will touch on issues related to people, procedures, relationships and infrastructure technology. The key role is to focus on practices to enable event, request, incident, problem and application management.

The ITIL® Intermediate: Operational Support & Analysis course introduces learners to operational support and analysis and service operation processes.

The ITIL® Intermediate: Operational Support & Analysis course teaches learners how functions are mapped according to various roles and responsibilities. The Service Operation module is worth 4 credits to achieve the minimum of 17 credits required before the final step of ITIL Expert Level. The course is globally recognised and accredited to a training organisation and learners will be issued an internationally recognised qualification following full completion of the ITIL® Intermediate: Operational Support & Analysis course.

Students will be issued an official cover letter stating that you have completed 07 CPD hours at the completion of your ITIL® Intermediate: Operational Support & Analysis (OSA) course.

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ITIL V3 Intermediate: Operational Support and Analysis
Awarded by ITIL®

Course media



What Will I Learn?

  • Gain an understanding of event management and how to ensure CIs and services are monitored and deciding on appropriate actions.
  • Learn about management of life-cycle of incidents and returning IT services quickly as possible to users.
  • Understand the management of life-cycle of problems and how to minimize incidents from happening and preventing incidents altogether.
  • Understanding the underlying infrastructure of IT services and executing day to day related tasks related to infrastructure components and application.
  • Learn the principles and purposes of service operation

Course Curriculum : ITIL® Intermediate: Operational Support & Analysis (OSA)

Module 01: Course Introduction – Vo

  1. Lesson: Course Organization
  2. Lesson: Course Conventions & Agenda

Module 02: Introduction To Operational Support And Analysis

  1. Lesson: Service Operation
  2. Lesson: Principles Of Osa
  3. Lesson: Osa Summary

Module 03: Service Operation Processes

  1. Lesson: Event Management
  2. Lesson: Incident Management
  3. Lesson: Request Fulfillment
  4. Lesson: Problem Management
  5. Lesson: Access Management
  6. Lesson: Operational Activities Of Other Lifecycle Processes
  7. Lesson: Service Operation Processes Summary

Module 04: Osa Common Activities

  1. Lesson: Common Activities
  2. Lesson: Osa's Common Activities
  3. Lesson: Common Activities Summary

Module 05: Service Operation Functions

  1. Lesson: Service Desk Function
  2. Lesson: Technical Management Function
  3. Lesson: It Operations Management
  4. Lesson: Application Management Function
  5. Lesson: Service Operation Functions Summary

Module 06: Organize And Implement – Vo

  1. Lesson: Organizational Structures
  2. Lesson: Roles & Responsibilities
  3. Lesson: Technology Considerations
  4. Lesson: Implementing Osa
  5. Lesson: Organize & Implement Summary

Method of Assessment

At the end of the ITIL Intermediate: Operational Support & Analysis course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.


Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate: Operational Support & Analysis.

Awarding Body

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Benefits you will gain:

  • 0% interest free payment plan
  • High quality e-learning study materials and mock exams.
  • Tutorials/materials from the industry leading experts.
  • 24/7 Access to the Learning Portal.
  • Recognised Accredited Qualification
  • Excellent customer service and administrative support.
  • Learners will be Eligible for TOTUM Discount Card

Who is this course for?

  • The course is aimed at IT Operations Manager.
  • Database Administrator
  • Availability Manager
  • Problem Manager
  • Individuals working in roles within service based business models who want to enhance their knowledge of concepts, functions and processes related to service operation.


  • The course requires that learners have an understanding of the ITIL Foundation course.

Career path

  • IT Operations Manager – (average UK yearly salary: £45,830)
  • IT Security Manager – (average UK yearly salary: £50,201)
  • Database Administrator – (average UK yearly salary: £29,937)
  • Configuration Manager – (average UK yearly salary: £37,147)
  • IT Project Manager – (average UK yearly salary: £42,385)

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 ABC Awards and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.


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