ITIL Operational Support and Analysis

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications. The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

• Service Management as a Practice
• Service Operation Principals
• The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
• Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management.
• Service Operations and Support Service Operation roles and responsibilities.
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks