Operational Support and Analysis (OSA) is one of the ITIL Service Capability modules. It focuses on the practical application of OSA practices that enable event, incident, request, problem, access, technical, IT operations and application management.

Individuals and organisations get guidance on how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers.

OSA also covers aspects in regards to people, relationships, procedures and technology to ensure that the IT services provided are high quality and cost-effective and meet organisational needs.

The Operational Support and Analysis qualification would be suitable for IT professionals, such as Configuration Managers, Availability Managers, System Software, Applications Support, IT Operations Managers, Network Control and Operation, Database Administrators, Problem Manager, Network Support.

It is also relevant to individuals involved in the OSA processes and functions and need a deep understanding of how these can contribute to enhance the quality of IT service support within an organisation

• The importance of Service Management as a Practice concept and Service Operation Principles, purpose and objectives
• The importance of ITIL Operational Support and Analysis while providing service
• How all processes in ITIL Operational Support and Analysis interact with other Service Life-cycle processes
• The processes, activities, methods and functions used in each of the ITIL Operational Support and Analysis processes
• How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
• How to measure ITIL Operational Support and Analysis
• The importance of IT Security and its contributions to ITIL Operational Support and Analysis
• Understanding the technology and implementation considerations surrounding ITIL Operational Support and Analysis
• The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis

• Introduction to operational support and analysis

• Event management

• Incident management

• Request fulfillment

• Problem management

• Access management

• The service desk

• Functions and Roles

• Technology and implementation considerations