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ITIL Operational Support and Analysis

Win your qualification in ITIL Operational Support & Analysis with an eLearning provider you can trust

Good E-Learning


£574.80 inc VAT
Study method
Online, self-paced
30 hours
ITIL V3 Intermediate: Operational Support and Analysis
Professional certification What's this?
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Learn everything you need to win your ITIL Operational Support & Analysis (OSA) qualification! This course is designed to give students a solid understanding of the principles of ITIL’s Operational Support & Analysis module, along with its key processes and other aspects within the capability stream.

Not only do we cover all of the examinable material for the ITIL Operational Support & Analysis examination, but we also offer several mock tests to help students prepare for the real thing. Students who successfully pass the exam will also gain four ITIL credits, which can go towards the 22 required to pursue the ITIL Expert qualification.

This course is accredited by PeopleCert, which is licensed by AXELOS as an Examination Institute for delivering ITIL Operational Support & Analysis qualifications in IT Service Management.


ITIL V3 Intermediate: Operational Support and Analysis

Course media


Course duration

The course provides 30 hours’ worth of learning material. Students will have access to the course for six months.

Course outline

The course is spread out over several modules:

  • Module 1: Introduction to Operational Support and Analysis
  • Module 2: Event Management
  • Module 3: Incident Management
  • Module 4: Request Fulfilment
  • 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

Benefits of ITIL

ITIL has become one of the world’s best-renowned frameworks for IT service management. It offers clear tools and guidance for managing IT frameworks, ensuring that they can meet essential business needs and objectives while also helping practitioners to make changes as efficiently and cost-effectively as possible.

The ITIL Operational Support & Analysis (OSA) module focuses on the practical application of OSA practices and how they can enable operations relating to events, incidents, problems, access, request fulfilment and so on. Successful students will gain a clear understanding of how OSA interacts with other service lifecycle activities, how it can deliver operational excellence and how valuable it can be for various business activities.

Is this course accredited?

This course is fully accredited by PeopleCert, a company licensed by AXELOS as an Examination Institute for IT Service Management.


Does the course contain exams?

The course contains a number of practice and mock exams to help students prepare for the official ITIL Operational Support & Analysis examination.

Upon completing the course, students can pursue the ITIL Operational Support & Analysis examination via Pearson Vue. They can contact the Good e-Learning team to request a FREE exam voucher to be used at any Pearson Vue test centre.

Exam structure

ITIL Operational Support & Analysis exam:

  • This is a complex multiple-choice exam
  • This is a closed-book exam
  • There are eight scenario-based questions
  • Students will have 90 minutes to complete the exam
  • To pass the exam you must get 28/40 questions correct (70%)
  • Candidates sitting the examination in any language other than their first language will have 120 minutes to complete the exam and may use a dictionary
  • Candidates who successfully pass the exam will gain four ITIL credits

How long until I receive course confirmation details?

Upon purchasing this course, students should receive their confirmation details (as well as access to the course itself) immediately.

How long will I have access to materials?

Students will have access to course materials for six months.

Who provides this course?

This course is provided by Good e-Learning.

What support does Good e-Learning offer?

Good e-Learning offers 24/7 tutor support for students taking this course. The support team can also be contacted if there are any issues in accessing the course, or to request exam vouchers.

What does the course include?

The course contains a number of perks to help learners along:

  • 24/7 tutor support
  • Practice exams & revision modules
  • 1x FREE exam voucher on request

Who is this course for?

This course is designed for ITIL practitioners who already hold an official ITIL Foundation certification. Successfully completing this course will provide students with four credits to go towards reaching the ITIL Expert level certification.


This course is designed for students who already hold an ITIL Foundation certification.

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.