Key features

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How this works :

At Simplilearn, we greatly value the trust of our patrons. Our courses were designed to deliver an effective learning experience, and have helped over half a million find their professional calling. But if you feel your course is not to your liking, we offer a 7-day money-back guarantee. Just send us a refund request within 7 days of purchase, and we will refund 100% of your payment, no questions asked!

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  • 10.5 hours of self-paced learning
  • 10 end of chapter quizzes
  • 2 sample test papers
  • Exam fee included
  • 15 PDUs offered

Course description

  • What’s the focus of this course?

    ITIL® Intermediate Operational Support and Analysis (OSA) module is an ITIL® qualification focused on planning, implementation and optimization of OSA processes. 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 Certificate in IT Service Management.

    Simplilearn’s ITIL® Intermediate OSA Certification Training enhances ones’ skills to apply core practices to support the service management lifecycle in real-time. The OSA module is one of the key ITIL® Service Capability modules and allows participants to enhance their ITIL® knowledge and skills enabling them to execute and implement specific ITIL® processes effectively.

    Simplilearn offers ITIL® Intermediate OSA certification training that allows candidate’s to prepare for the ITIL® OSA exam in the comfort of their own place and/or in a Classroom learning environment.

  • Why is the certification most sought-after?

    ITIL® Intermediate OSA Certification is an intermediate level of ITIL® certification offered to IT professionals who successfully qualify the ITIL® OSA exam. The ITIL® Intermediate Operational Support and Analysis (OSA) qualification demonstrates the candidate’s specialization in ITIL® service capability modules and expertise in planning, implementing and optimizing the OSA processes. ITIL® OSA certification establishes a professional’s ability to apply OSA practices in:
    • the resolution and support of the service management lifecycle, and
    • ITIL® processes and functional areas such as Event management, Incident management, Request fulfillment, and so on.
    According to some of the leading job websites, ITIL® Intermediate OSA Certification is a pre-requisite for many key roles in the IT sector.

    Over a million professionals have reaped the benefits of being certified in the ITIL® OSA module. Also, the global demand for certified professionals is increasing at a faster pace.

    Simplilearn is accredited by APMG and TUV as an ITIL® Foundation and Intermediate Training provider. Simplilearn is also an Accredited Examination Centre (AEC) by APMG, TUV and EXIN.

  • What are the course objectives?

    The ITIL® Certificate in Operational Support and Analysis is intended to enable professionals to apply OSA practices in the resolution and support of the service management lifecycle. 
    At the end of Simplilearn’s training in ITIL® Intermediate OSA, you will be able to:
    • Apply OSA practices to enable event, incident, request, problem, access, technical, IT operations and application management.
    • Identify how to manage the everyday operation of IT services
    • Identify improvements to the implementation of ITIL processes to deliver and support customer services
    • Describe the management and resolution of regarding people, relationships, procedures and infrastructure technology to enable high quality and cost effective IT services
    • Identify challenges, critical success factors and risks

  • What are the career benefits of this course?

    Simplilearn’s ITIL® Intermediate OSA course provides a complete management-level overview of Operational Support and Analysis, including all its related activities.

    According to some of the leading job websites, ITIL® Intermediate OSA Certification is a pre-requisite for many key roles in the IT sector.

    Certified professionals can get into organizational functions such as Service desk, technical management, IT operations management, application management, and so on. Certified professionals in this field are in high-demand and their job prospects and pay scale grow in keeping with their certification levels. According to recent surveys by payscale.com, the median salary of certified professionals in this field is $86,746.

  • Who should take this course?

    The target group of the ITIL® Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to IT professionals, business managers, and business process owners. Roles that are best suited for this configuration are Configuration Manager, Availability Manager, System Software, Applications Support, IT Operations Manager, Network Control and Operation, Database Administrator, Problem Manager and Network Support.

Course preview

    • Learning Unit 00 - Introductory Lesson 38:30
      • 0.1 ITIL® 2011 Capability Module Operational Support and Analysis01:14
      • 0.2 Agenda01:04
      • 0.3 Objective00:24
      • 0.4 ITIL® 2011 Introduction00:54
      • 0.5 ITIL® 2011 Intermediate00:46
      • 0.6 ITIL - Qualification Criteria01:53
      • 0.7 Definition of Service Lifecycle00:49
      • 0.8 Definition of Service Capability00:44
      • 0.9 Difference between Lifecycle and Capability Modules00:34
      • 0.10 Managing Across the Lifecycle00:44
      • 0.11 Accreditation Institute00:05
      • 0.12 OSA Course Description00:45
      • 0.13 Course Objective00:49
      • 0.14 Target Candidate00:22
      • 0.15 Target Candidate contd..01:30
      • 0.16 Exam Pre-requisites01:19
      • 0.17 ITIL® 2011 OSA Exam Format01:09
      • 0.18 Exam Tips00:20
      • 0.19 Course Outline05:08
      • 0.20 Quiz00:52
      • 0.21 Foundation Basics00:15
      • 0.22 ITIL - The Library Publications03:30
      • 0.23 ITIL01:03
      • 0.24 ITIL is presented as Best Practice. What are Best Practices?01:05
      • 0.25 Why choose Public Standards over Proprietary ones?02:23
      • 0.26 What is a Service?00:39
      • 0.27 What is a Service Management?01:49
      • 0.28 Service Management Roles: Service Owner01:15
      • 0.29 Service Management Roles: Process Owner01:11
      • 0.30 Connecting with Processes and Functions: RACI Matrix01:11
      • 0.31 Key Terminology: Service Providers01:30
      • 0.32 Key Terminology: Suppliers00:32
      • 0.33 Thank You00:42
    • Learning Unit 01 - Introduction to Operation Support and Analysis 37:00
      • 1.1 Introduction to Operation Support and Analysis00:14
      • 1.2 ITIL - The Library Constituents03:10
      • 1.3 Service Operation - Purpose and Objectives01:16
      • 1.4 Service Operation - Scope01:55
      • 1.5 Service Operation - Processes01:41
      • 1.6 Service Operation - Functions01:46
      • 1.7 Value to the Business of OSA Activities01:46
      • 1.8 Optimization of Service Operational Performance01:20
      • 1.9 IT Service Management02:28
      • 1.10 Concept of Service and Value - Definition of a Service02:35
      • 1.11 Economic Value of a Service03:44
      • 1.12 Combined Effects of Utility and Warranty02:19
      • 1.13 Value to the Business - Monitor and Measure02:12
      • 1.14 Process03:45
      • 1.15 Organizing IT Service Management - Process Definition00:58
      • 1.16 Characteristics of a Process01:23
      • 1.17 Organizing IT Service Management - Organization Structure04:04
      • 1.18 Summary00:24
      • 1.19 Quiz
    • Learning Unit 02 - Event Management 37:38
      • 2.1 Event Management00:12
      • 2.2 Event Management00:29
      • 2.3 Event Management - Purpose00:51
      • 2.4 Event Management - Objectives00:52
      • 2.5 Event Management - Scope01:44
      • 2.6 Event Management vs. Monitoring00:57
      • 2.7 Event Management - Value to the Business01:45
      • 2.8 Event Management - Policies01:54
      • 2.9 Event Management - Principles and Basic Concepts02:17
      • 2.10 Event Management - Key Concepts08:57
      • 2.11 Event Management - Triggers01:22
      • 2.12 Event Management - Inputs and Outputs01:00
      • 2.13 Event Management - Interfaces01:52
      • 2.14 Event Management - Information Management01:56
      • 2.15 Event Management - Metrics01:24
      • 2.16 Event Management - Challenges and Risks01:40
      • 2.17 Event Management - CSFs and KPIs02:27
      • 2.18 Event Management - Design02:35
      • 2.19 Event Management - Use of Event Rule Sets and Correlation Engines01:03
      • 2.20 Event Management - Technology01:59
      • 2.21 Event Management - Summary00:22
      • 2.22 Quiz
    • Learning Unit 03 - Incident Management 40:52
      • 3.1 Incident Management00:12
      • 3.2 Incident Management00:33
      • 3.3 Incident Management - Purpose00:25
      • 3.4 Incident Management - Objective01:05
      • 3.5 Incident Management - Scope00:48
      • 3.6 Incident Management - Value to Business01:19
      • 3.7 Incident Management - Policies01:24
      • 3.8 Incident Management - Key Concepts02:07
      • 3.9 Incident Management - Key Concepts01:14
      • 3.10 Incident Management - Process Flow03:58
      • 3.11 Incident Management - Activities02:18
      • 3.12 Incident Management - Categorization01:37
      • 3.13 Incident Management - Prioritization01:03
      • 3.14 Incident Management - Investigation and Diagnosis01:58
      • 3.15 Incident Management - Escalation03:03
      • 3.16 Incident Management - Resolution and Recovery00:58
      • 3.17 Incident Management - Closure02:16
      • 3.18 Incident Management - Rules for reopening incidents01:14
      • 3.19 Incident Management - Triggers00:58
      • 3.20 Incident Management - Inputs and Outputs02:21
      • 3.21 Incident Management - Interfaces02:01
      • 3.22 Incident Management - Metrics and Information Management01:09
      • 3.23 Incident Management - Information Management01:01
      • 3.24 Incident Management - Challenges01:29
      • 3.25 Incident Management - CSFs and KPIs02:07
      • 3.26 Incident Management - Risks01:38
      • 3.27 Service Operation - Incident Management Summary00:36
      • 3.28 Quiz
    • Learning Unit 04 - Request Fulfillment 24:52
      • 4.1 Request Fulfillment00:11
      • 4.2 Request Fulfillment00:30
      • 4.3 Request Management - Purpose and Objectives01:07
      • 4.4 Request Management - Scope01:25
      • 4.5 Request Management - Value to Business01:03
      • 4.6 Request Management - Policies01:07
      • 4.7 Request Management - Principles and Key Concepts03:36
      • 4.8 Request Fulfillment - Process Activities04:15
      • 4.9 Request Fulfillment - Triggers01:00
      • 4.10 Request Fulfillment - Inputs and Outputs01:02
      • 4.11 Request Fulfillment - Interfaces00:58
      • 4.12 Request Fulfillment - Information Management01:42
      • 4.13 Request Fulfillment - Metrics01:03
      • 4.14 Request Fulfillment - Challenges01:21
      • 4.15 Request Fulfillment - Risks01:26
      • 4.16 Request Fulfillment - CSFs and KPIs02:35
      • 4.17 Request Fulfillment - Summary00:31
      • 4.18 Quiz
    • Learning Unit 05 - Problem Management 26:36
      • 5.1 Problem Management00:11
      • 5.2 Problem Management00:35
      • 5.3 Problem Management - Objective00:33
      • 5.4 Problem Management - Scope02:44
      • 5.5 Problem Management - Value to the Business00:58
      • 5.6 Problem Management - Key Concepts01:41
      • 5.7 Problem Management - Key Concepts02:23
      • 5.8 Problem Management - Process Flow01:11
      • 5.9 Problem Management - Activities02:51
      • 5.10 Problem Management - Techniques01:41
      • 5.11 Problem Management - Inputs and Outputs01:21
      • 5.12 Problem Management - Triggers01:04
      • 5.13 Problem Management - Interfaces03:04
      • 5.14 Problem Management - Information Management01:10
      • 5.15 Problem Management - Metrics01:15
      • 5.16 Problem Management - CSFs and KPIs02:32
      • 5.17 Problem Management - Challenges and Risks00:59
      • 5.18 Problem Management Summary00:23
      • 5.19 Quiz
    • Learning Unit 06 - Access Management 21:57
      • 6.1 Access Management00:11
      • 6.2 Access Management00:24
      • 6.3 Access Management - Purpose and Objectives00:45
      • 6.4 Access Management - Scope01:10
      • 6.5 Access Management - Value to the Business01:11
      • 6.6 Access Management - Policies01:05
      • 6.7 Access Management - Key Concepts01:50
      • 6.8 Access Management - Activities02:02
      • 6.9 Access Management - Activities01:55
      • 6.10 Access Management - Triggers01:30
      • 6.11 Access Management - Inputs and Outputs00:52
      • 6.12 Access Management - Interfaces01:39
      • 6.13 Access Management - Information Management02:14
      • 6.14 Access Management - Metrics00:42
      • 6.15 Access Management - Challenges and Risks01:48
      • 6.16 Access Management - CSFs and KPIs02:21
      • 6.17 Access Management - Summary00:18
      • 6.18 Quiz
    • Learning Unit 07 - Service Desk 32:27
      • 7.1 Service Desk00:12
      • 7.2 Service Desk00:18
      • 7.3 Objectives00:24
      • 7.4 Responsibilities00:47
      • 7.5 Organizational Structures00:50
      • 7.6 Local Service Desk01:06
      • 7.7 Centralized Service Desk01:21
      • 7.8 Virtual Service Desk02:05
      • 7.9 Specialized Service Desk00:46
      • 7.10 Environment01:14
      • 7.11 Single Point of Contact02:09
      • 7.12 Staffing00:22
      • 7.13 Staffing Levels02:04
      • 7.14 Staffing Levels01:10
      • 7.15 Skill Levels01:43
      • 7.16 Skill Levels02:05
      • 7.17 Training01:38
      • 7.18 Staff Retention01:12
      • 7.19 Super Users01:09
      • 7.20 Service Desk Metrics01:08
      • 7.21 Customer or User Satisfaction Surveys01:38
      • 7.22 Outsourcing the Service Desk01:26
      • 7.23 Outsourcing; Common Tools and Processes01:14
      • 7.24 Outsourcing SLA Targets00:44
      • 7.25 Outsourcing Good Communications01:52
      • 7.26 Outsourcing Ownership of Data01:19
      • 7.27 Summary00:31
      • 7.28 Quiz
    • Learning Unit 08 - Functions and Roles 52:18
      • 8.1 Functions and Roles00:12
      • 8.2 Functions04:52
      • 8.3 Technical Management - Objectives00:49
      • 8.4 Technical Management - Roles01:36
      • 8.5 Technical Management - Activities(1of2)01:08
      • 8.6 Technical Management - Activities(2of2)02:03
      • 8.7 IT Operations Management - Objectives00:35
      • 8.8 IT Operations Management - Subfunctions02:07
      • 8.9 IT Operations Management - Roles02:26
      • 8.10 IT Operations Management - Documentation02:50
      • 8.11 Applications Management - Objectives00:41
      • 8.12 Applications Management - Roles01:19
      • 8.13 Applications Management - Activities03:22
      • 8.14 Roles and Responsibilities00:39
      • 8.15 Service Owner Responsibilities(1 of 2)02:45
      • 8.16 Service Owner Responsibilities(2 of 2)01:06
      • 8.17 Generic Process Owner Responsibilities02:22
      • 8.18 Process Manager - Responsibilities01:32
      • 8.19 Process Practitioner - Responsibilities01:23
      • 8.20 Key roles related to Incident Management Process(1of4)01:47
      • 8.21 Key roles related to Incident Management Process(2of4)01:29
      • 8.22 Key roles related to Incident Management Process(3of4)01:16
      • 8.23 Key roles related to Incident Management Process(4of4)01:09
      • 8.24 Key roles related to Problem Management Process(1of2)02:42
      • 8.25 Key roles related to Problem Management Process(2of2)02:07
      • 8.26 Key roles related to Request Fulfilment Process(1of2)02:23
      • 8.27 Key roles related to Request Fulfilment Process(2of2)02:11
      • 8.28 Key roles related to Event Management Process01:52
      • 8.29 Key roles related to Access Management Process01:15
      • 8.30 Functions Summary00:20
      • 8.31 Quiz
    • Learning Unit 09 - Technology Implementation Considerations 50:50
      • 9.1 Technology Implementation Considerations00:14
      • 9.2 Technology and Implementation Considerations00:29
      • 9.3 Generic Requirements (Toolsets) 1of202:45
      • 9.4 Generic Requirements (Toolsets) 2of201:59
      • 9.5 Evaluation Criteria for Process Implementation (1of3)01:35
      • 9.6 Evaluation Criteria for Process Implementation (2of3)01:09
      • 9.7 Evaluation Criteria for Process Implementation (3of3)02:24
      • 9.8 Service Design Evaluation Criteria01:37
      • 9.9 Service Design Evaluation Criteria01:48
      • 9.10 Projects, Risks and Staffing Practices 1of201:11
      • 9.11 Projects, Risks and Staffing Practices 2of201:41
      • 9.12 Implementing Service Operation - Managing Risk in Service Operation01:36
      • 9.13 Implementing Service Operation - Managing Change in Service Operation02:58
      • 9.14 Service Design - Challenges01:18
      • 9.15 Service Design - Risks02:15
      • 9.16 Service Transition - Challenges02:15
      • 9.17 Service Transition - Risks01:13
      • 9.18 Service Transition - Critical Success Factors01:47
      • 9.19 Service Operation - Challenges02:14
      • 9.20 Service Operation Managers - Challenges (1of2)02:00
      • 9.21 Service Operation - Challenges (2of2)01:42
      • 9.22 Service Operation - Risks03:02
      • 9.23 Service Operation - CSFs (1of3)02:00
      • 9.24 Service Operation - CSFs (2of3)02:05
      • 9.25 Service Operation - CSFs (3of3)01:26
      • 9.26 Implementing Service Operation - Planning and Implementing Service Management Technologies03:32
      • 9.27 Implementing Service Operation - Planning and Implementing Service Management Technologies01:54
      • 9.28 Technology and Implementation Considerations - Summary00:41
      • 9.29 Quiz
    • Learning Unit 10 - Summary exam preparation and direct studies 01:05
      • 10.1 Summary: Exam Preparation and Directed00:30
      • 10.2 Directed Studies and Glossary00:08
      • 10.3 Checkpoints00:21
      • 10.4 Thank You00:06
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Exam & certification

  • How will I become a ITIL Intermediate OSA certified?

    ITIL Intermediate exam is governed by APMG, EXIN and CSME. Professionals require 28 hours of professional training before attending exam on ITIL Intermediate capabilities modules. The exam fee for ITIL Intermediate exam is different as per governing bodies.

  • What are the prerequisites for the certification?

    To attend the ITIL Intermediate OSA certification exam, one has to undergo training through ATOs like Simplilearn and also be an ITIL Foundation certified.

  • What do I need to do to unlock my certificate?

    OSL:
    • Complete 85% of the course.

Reviews

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FAQs

  • What payment options are available?

    You can enroll for the training online. Payments can be made using any of the following options and receipt of the same will be issued to the candidate automatically via email.

    1. Visa debit/credit card
    2. American express and Diners club card
    3. Master Card, or
    4. Through PayPal

  • What will I get along with this training?

    You will have access to the online e-learning and practice tests along with the training.

  • Can I cancel my enrollment? Will I get a refund?

    Yes, you can cancel your enrollment. We provide you complete refund after deducting the administration fee. To know more please go through our Refund Policy.

  • Do you provide money back guarantee for the training programs?

    Yes. We do offer a money-back guarantee for many of our training programs. You can refer to the Refund Policy and raise refund requests via our Help and Support portal.

  • Can I extend the access period?

    Yes, you can extend the access period by paying an additional fee. Please raise a request via our Help and Support portal.

  • Where and how can I access the e-learning content? Are there any limitations?

    Once you register with us for a course by paying the course fee, you can have 24/7 access to the e-learning content on our website. An automated course purchase confirmation mail from our side will guide you through the process.

  • I am not able to access the online course. Whom should I contact for a solution?

    Please raise a request via our Help and Support portal to have your issue resolved.

  • I’d like to learn more about this training program. Who should I contact?

    Contact us using the form on the right of any page on the Simplilearn website, or select the Live Chat link. Our customer service representatives will be able to give you more details.

  • Till when can I purchase exam voucher from Simplilearn?

    Your exam voucher is included in the price of this course. However, you must book your exam within one year from the date you purchased this course. In case of any change of exam fee by the certification body within the one year, you will be liable to pay the difference of amount to Simplilearn. If you did not book the exam within one year from purchase, you will need to buy the voucher again as per the actual price.

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.