ITIL Operational Support and Analysis Training & 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.


When is Next Batch


1. Introduction to operational support and analysis

  • The value to the business of OSA activities
  • The lifecycle within the OSA context
  • Optimizing service operation performance

2. Event management

  • 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

3. Incident 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

4. Request fulfillment

  • The request fulfilment process inclusive of its components
  • The measurement model and the metrics
  • The benefits and business value

5. Problem management

  • 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

6. Access 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

7. The service desk

  • 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

8. Functions and roles

  • 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.

9. Technology and implementation considerations

  • Technology requirements for service management tools
  • What best practices 

Key Benefits:

The Intermediate Level is the entry-level 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 Delivery Style:

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

What will I learn?

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


Is this right for me?

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

How Much It Cost

Standard cost for ITIL OSA training & certification course is INR 29,500 per participant.

We keep coming with exciting discounts for our participants. Check the current discounted price by calling us. You can also drop an email enquiry and one of our executives will get back to you ASAP.



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


Job Prospects

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.


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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.

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!

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 forITIL Intermediate OSA Certification Exam afterward.

* Your personal details are for internal use only and will remain confidential.


* Your personal details are for internal use only and will remain confidential.

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