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Key Features

  • Industry Expert Trainers
  • Accredited Trainer
  • Online learning session with live instructor-led training
  • Exam fee included

Accredited By

Accredited Axelos

ITIL® Intermediate OSA Certification Course Overview

The Operational Support and Analysis (OSA) module is one of the ITIL® Service Capability modules and will be of interest to candidates wishing to gain a deep level of understanding of ITIL processes and roles, how they are implemented and how they interact.

Note: Appearing for the certification exams is mandatory and the exam will happen on training day.

Learning Outcome

After the completion of the course, the participants would be able to:

  • How ITIL is related to business & service management
  • ITIL roles and responsibilities
  • ITIL Operational Best practices
  • Which processes support ITIL
  • Real-Time Case Studies

Program Deliverables

Deliverables of this program include:

  • Study material
  • Mock Exams
  • 16+ hours of live training
  • Exam registration assistance
  • Case studies soft copy
  • Official courseware from Axelos

Training Calendar

Lifetime Access
  • 8-10 Hours of self-paced videos, assessments, recall quizzes, more
  • Course fee inclusive of exam fee
  • For more details, reach us at
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Other Training Options

If open batch schedule doesn't suit you, other training options offered by NovelVista are as follows:

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Register for ITIL® Intermediate OSA Course and get 4 e-Learning Course 100% free. Pick any 4 of 8 Course, Choice is yours Don't miss this offer get enrolled, get Certified - #HappyLearning

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Meet The Trainer

Mr Vikas Sharma is Accredited by Peoplecert & Axelos to deliver ITIL OSA training.

He is a globally recognized ITSM professional with 16+ years experience.

Vikas Sharma

Vikas Sharma

Course Curriculum

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    • The value to the business of OSA activities
    • The lifecycle within the OSA context
    • Optimizing service operation performance
    • The event management process inclusive of its design strategy
    • Efficient event management and provision of examples
    • The benefits and business value that can be gained from event management
    • The incident management process inclusive of its components, activities
    • The measurement model and the metrics
    • The benefits and business value that can be gained from incident management
    • The request fulfilment process inclusive of its components
    • The measurement model and the metrics
    • The benefits and business value
    • The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation
    • A measurement model and the metrics
    • The benefits and business value that can be gained from problem management
    • The end-to-end process flow for access management process inclusive of components, activities and operation including its organizational structure
    • A measurement model and the metrics
    • The benefits and business value that can be gained from access management as related to OSA
    • The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation
    • The service desk validation components and activities
    • A measurement model and the metrics
    • The end-to-end process flow for OSA functions
    • The roles within each OSA process and generic roles
    • The benefits and business value that can be gained from functions as related to OSA
    • Technology requirements for service management tools
    • What best practices

Course Details

  • ITIL® OSA certification will provide a complete management level overview of all operational support analysis and all of its related activities.

    After achieving ITIL® OSA Certification you will be able to:

    The main process focus areas of this course include:

    • How to apply OSA practices to enable the event, incident, request, problem, access, technical and IT operation and complete application management
    • Managing the daily operational activities
    • Determine setbacks in the current process and identify opportunities for improvements for better implementation of ITIL to deliver and support customer services

    Identify challenges, critical factors and potential risk and roll out the correct action to overcome all the problems

    As with any of the Intermediate modules, there is no mandatory requirement but two to four years professional experience working in IT Service Management is highly desirable.

    The OSA qualification would suit candidates in the following IT professions or areas:

    • Configuration Manager
    • Availability Manager
    • System Software
    • Applications Support
    • IT Operations Manager
    • Network Control and Operation
    • Database Administrator
    • Problem Manager
    • Network Support

    You must be ITIL Foundation certified to appear for ITIL Intermediate Continual Service Improvement (CSI) certification.

    This ITIL Intermediate OSA Certification focuses on experiential learning. The material of this course is divided into 60-90 minutes of interactive sessions.

    Not only this, if you are participating, expect yourself to get indulged with interesting group activities. By this, you will get a chance to put the theory into action.

    This training will be nothing like any ordinary training you imagine. We follow a vast range of creative methodology which will allow you to wrack your grey matter and boost your energy up to participate.

    The key features of our training program would be:

    • Training sessions in a storytelling format
    • Exhibition of concepts with the help of professional examples
    • Self-analysis and group discussions
    • Case studies as the application of the concepts which were taught
    • Vibrant presentations along with individual and team activities
    • Post-training reading suggestions

    A lot depends on your professional background, experience, the speed at which you understand ITIL and the interest you have in IT processes.

    If you’re entry-level or have a couple of years of IT experience, you can expect to be hired as a process coordinator. A process coordinator ensures that the administrative activities in a process are carried out as designed. Incident coordinator, change coordinator and configuration analyst are some of the coordinator roles available in ITIL-based IT service management.

    At a mid-management level, with a minimum of five years of experience, you may be asked to manage processes end-to-end. You’ll have coordinators reporting to you, and you would be accountable for ensuring that activities in service management are compliant to the processes. Problem manager, release manager and service desk manager are some of the managerial roles.

    This Intermediate Level is the qualification which has numerous benefits for the organization as well as professionals.

    Some of the major benefits are:

    • Increase Visibility
    • Learn Global Best Practices
    • Add value to your CV
    • Stay updated with the market

    Training led by highly professional instructors, with 12+ years of industry experience and trained more than 5000 professionals with the help of high quality, tech-enabled learning laboratories is exactly what you need to fasten your pace in the corporate ladder. ITIL SOA training will be delivered using accredited training material.

    Their core expertise includes:

      • ITIL Consulting & Implementation
      • GAP Analysis, ISO Audits
      • Process/Service Improvement Using Lean Six Sigma
      • Process Definition, Implementation & Compliance
      • Process Hygiene (ISO 20000)
      • Quality Assurance & Program Governance

    Instructors Achievements:

    • Certified ITIL V2 Master
    • ITIL V3 Expert
    • AXELOS Accredited Trainer
    • PRINCE2 Practitioner
    • PMP Certified
    • Lean Six Sigma Black Belt
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ITIL® Intermediate OSA Certification Exam Format

Axelos Certificate
  • Exam Format - Multiple choice examination questions
  • Exam Duration - 90 minutes’ duration
  • No. of Questions - Eight questions per paper
  • Passing Criteria - 28 marks required to pass (out of 40 available) - 70%
  • Result - Immediately after the exam
  • Closed book

Would you still like more info about ITIL® Intermediate OSA?

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Of Course! How else will you go through the topics you heard about then? We provide hard and soft copies of the entire study material to you right after the training session!

ITIL Intermediate OSA certification is valid for a lifetime. You don?t have to renew it again and again.

We provide practice tests for the ITIL Intermediate OSA course as well as Q&A sessions and interactive group discussions.

The amount we take is for the training and certification both. You won?t have to pay twice for one course at NovelVista.

If you are stuck or in another city or not being able to make it to our classroom for any reason, you can attend our virtual training sessions from home and appear for ITIL Intermediate OSA Certification Exam afterward.

We keep arranging lucrative discounts for our previous participants. Drop a query regarding this and one of our executives will inform you regarding this right away!

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Why Choose NovelVista?

As an Accredited Training Partner, We have gained recognition over the years in professional training certification in the IT industry such as ISO, PRINCE2, DevOps, PMP, Six Sigma, ITIL, and many other leading courses.

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About Us

When it comes to ITIL OSA training, we focus mostly on explaining the entire ITIL Framework to you through experiential learning. Since the ITIL framework is mainly designed to help businesses in managing risks, strengthening customer relations, establishing cost-effective practices and building stable IT environments for growth, scale and change, working with ITIL framework needs practical knowledge more than theory based ones. Hence, our expert trainers have created an amazing ITIL training delivery method that provides you with a blended learning enriched with theory and practical knowledge.