ITIL® Operational Support & Analysis + Official Exam

  • Gain ITIL specialism in Service Capability Management – Operational Support & Analysis (OSA)
  • Gain competence on how to manage  life-cycle of problems and implementation of specific ITIL processes.
  • Be qualified to manage problem, incidence and Service Operation functions including the Service Desk.
  • Get trained professional and acquire confidence to sit for the certification exam.
Operation support and analysis

E-Learning Course:

Study at your own pace! 12 Month Access to learn at the comfort of your home – Anytime!! Anywhere!!!

ITIL® Operational Support & Analysis Training

ITIL® Operational Support & Analysis is an ITIL® service capability management Certification- a standalone and also part of the ITIL® Expert Certification.

This certification course is an advance level training that focuses on how to gain a comprehensive understanding of ITIL Service Management and how to apply key ITIL processes to ensure effective operational success in an organisation.

Student will gain an understanding of event management, how to manage problem and minimise incidence, achieving balance in service operation, managing operational activities, IT Service Continuity Management , IT application & service operation management and much more

At the end of this training, student would have gained adequate skills and confidence required to sit for the associated qualifying certification exam.

Studying this course from LPT via elearning route means you get world class quality training, professional delivery with up to date contents, well scripted study materials, expert industry leading trainers, instructor led training, quizzes, test, plus the ability to study anywhere anytime, with 247 access to the learning portal for 12 months.

What's Included

During the course of your study, you will be tested via quizzes and mock exams where required. The course is delivered via interactive learning videos and study materials with 12 months access to study 247 anywhere anytime.

This course is a training video developed by industry experts with up to date information and the best learning outcome. It include module exercises, interactive courses plus:

Certificate of completion
247 course Access
365 Days Access
Reviews, Quiz & Mock Exam
24/7 Support
Interactive & Scenario based video learning
Compatibility on mobile, tablet, laptop and desktop

ITIL® Operational Support & Analysis (OSA) Training Outline:


Overview of OSA

SO & the Service Lifecycle

Service Operation Operational Support & Analysis

Principle of Service Operation

The Service Operation Model

Event & Occurence Management

Information Management

Incident Management & Lifecycle

Problem Management

Access Management

The Service Desk

Change Management

Service Asset & Configuration Management

Release & Deployment Management

Service Operation Processes

IT Service Continuity Management

Monitoring & Control

Network Management

Database Management

Directory Services & Desktop Support Management

Service Desk Management

Technical & IT Operation Management

Application Management

Service Operation

Organisational Structures, Roles & Responsibilities

Technology Considerations

Service Management Tools

Problem & Incident Management

Project Management

Planning & Implementing Technology

Risk Management

Training Conclusion

Exam Prep

Suitable for anyone working in IT services, IT Management consultant, IT Project Managers, IT Support officers, IT Consultants, IT developers, Business Managers, Business Process Owners, IT Service Providers, IT Management consultant, IT Support officers, IT Consultants, IT developers, Business Managers, Business Process Owners, Service Providers.

The certification exam for ITIL® Operational Support & Analysis (OSA):

  • Closed book
  • 40 multiple choice questions.
  • 90 minute duration with a 70% pass mark.
  • Exam is taken online via web proctor

Students must hold the ITIL Foundation certificate and have completed the ITIL® (OSA) training before requesting to sit for the Certification exam.

Candidate must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 or the bridge)

ITIL® – “ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.”


Will i get a certificate after completing this course?

Upon completing this course and passing the mock exam, you will receive a certificate of completion.

Student will be awarded with ITIL® Operational Support & Analysis (OSA) certificate by axelos upon sitting and passing the official qualifying certification exam.

Please see exam info section for further exam details or get in touch with us if you need further enquiries.

ITIL® – “ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.”

What is instructor led training?

All of our trainers have years of experience in their field and are experts in delivering online instructor led training.

Which means they get to train you via a professional scripted and user friendly online LMS platform in a pre-recorded video format. You will learn at your own pace and access the course anytime, anywhere.

You will also be able bookmark, take test and quizzes, ask or submit your questions just like you are in a live class session.

What other methods of learning do you offer?

We offer this course as a Self-paced Elearning Course, Virtual Online Class, Blended Learning, Group Booking or In-house training. Contact us or search our website for other delivery type for this course title.

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E-Learning Course
(ITIL® OSA) Official Exam Included)


  • Study Smart! Learn on the go - Anytime! Anywhere!!
  • Earn Your ITIL Certification With Ease !
  • Professional Support & Friendly Customer Service!
  • Interactive Learning Videos & Study Materials!
  • COMPATIBILITY: Windows, Mac, iPhone, iPad, Laptop, PC, Mobile


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