ITIL V3 Operational Support and Analysis (OSA) Certification

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Accredited by AXELOS and PeopleCert

This PEOPLECERT accredited training program is for individuals seeking specialist certification in the ITIL Operational Support and Analysis practice area. In order to sit for the Operational Support and Analysis exam you need to have passed your ITIL Foundation exam as it builds on the general principles covered in the ITIL Foundation course and have completed the Gogo Training accredited Operational Support and Analysis.

You will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove covers the capability aspects of Service Operation to enable the candidate to apply the practices and techniques. The course includes Service Operations principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally, the course considers the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

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 course 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 and specifically in the following ITIL process, role and function areas:


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

TIL Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL 2011: Operational Support & Analysis certification exam, then you must have taken and passed the ITIL Foundations exam (or v2, v3 or 2011 equivalent) and present the certificate to the testing organization in order to sit for this exam. Before attending training for the certification, it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publication.

6.5 Hours/eLearning

  • Exam Tips
  • Service Management as a Practice Part 1
  • Service Management as a Practice Part 2
  • Service Management as a Practice Part 3
  • Functions Part 1
  • Functions Part 2
  • Functions Part 3
  • Service Desk Part 1
  • Service Desk Part 2
  • Request Fulfillment Part 1
  • Request Fulfillment Part 2
  • Access Management Part 1
  • Access Management Part 2
  • Event Management Part 1
  • Event Management Part 2
  • Incident Management Part 1
  • Incident Management Part 2
  • Problem Management Part 1
  • Problem Management Part 2
  • Service Management Technology





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