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ITIL Capability Certificate in Operational Support & Analysis Video Learning (online exam)


The ITIL Certificate in Operational Support and Analysis (OSA) course is one of the four courses that fit into the capability stream for ITIL certification.

This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.

Once purchased, the Video Based Learning and associated exam are active for a 12-month period only, you are required to have sat your exam within this timeframe.

Target Audience

  •   individuals who have attained the ITIL Foundation certificate in Service Management, certificate and who wish to advance to higher level ITIL certifications
  •   individuals who require a practical understanding of the Operational Support and Analysis processes and how they may be used to enhance the quality of IT service within an organisation
  •   operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management and the Service Desk, Technical Management, IT Operations Management and Application functions who wish to enhance their role-based capabilities

What's Included

Online examination

Exam Preparation Aid(s)

Tutor Support for the duration of the course


33 hours of Video content

12 months access to course and exam must be completed within this timeframe

More Information


Possession of one of the following:

  •   ITIL Foundation
  •   ITIL v2 Foundation and v2/v3 Foundation Bridge


The Operational Support and Analysis Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:

  •   Event Management
  •   Incident Management
  •   Request Fulfilment
  •   Problem Management
  •   Access Management
  •   The Service Desk
  •   Technical Management
  •   IT Operations Management

Please be aware, this course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.

The main focus of the course is covered by the Service Operation volume of the IT Infrastructure Library (ITIL). The core volume of Service Operation provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle for carrying out those processes which contribute to the optimisation of the services provided.

Recommended study time for this course, including any additional reading is approximately 35 hours.

Accredited ITIL® training is provided by QA Limited, accredited by PeopleCert. 

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