Course description

  • What are the course objectives?

    The ITIL® Intermediate Operational Support and Analysis (OSA) module is an ITIL qualification focused on planning, implementation, and optimization of OSA processes. Simplilearn’s ITIL® Intermediate OSA training introduces you to OSA practices for the resolution and support of the service management lifecycle and trains you to apply core practices that support the service management lifecycle in real-time. 

    As one of the key ITIL Service Capability modules, the OSA Module enhances your ITIL knowledge and skills enabling you to execute and implement specific ITIL processes effectively. The ITIL® Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a free-standing 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 offers ITIL Intermediate OSA certification training that prepares you for the ITIL OSA exam with online self-paced learning and/or in a classroom learning environment.
     

  • Why is this certification so desirable?

    ITIL® Intermediate OSA Certification is an intermediate level of ITIL certification offered to IT professionals who successfully pass the ITIL® OSA exam. The ITIL® Intermediate Operational Support and Analysis (OSA) qualification demonstrates your specialization in ITIL service capability modules and expertise in planning, implementing and optimizing the OSA processes. ITIL® OSA certification establishes your professional ability to apply OSA practices to identify improvements to the implementation of ITIL processes to deliver and support customer services and improve ITIL processes in functional areas such as event management, incident management and request fulfillment 
    More than one million professionals have enjoyed the benefits of being certified in the ITIL OSA module as the global demand for certified professionals continues to rise.

  • What skills will you learn?

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

    According to some of the leading job websites, ITIL® Intermediate OSA Certification is a prerequisite for many key roles in the IT sector. Certified professionals can expect to take on organizational functions such as service desk management, technical management, IT operations management, and application management. 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?

    IT professionals, business managers, and business process owners will all benefit from ITIL Intermediate OSA training. ITIL® Intermediate OSA Certification will be a valuable boost to your resume as a configuration manager, availability manager, system software manager, applications support manager, IT operations manager, network control and operation manager, database administrator, problem manager, or network support.

Course preview

    • Learning Unit 00 - Introductory Lesson

      38:30
      • 0.1 ITIL® 2011 Capability Module Operational Support and Analysis
        01:14
      • 0.2 Agenda
        01:04
      • 0.3 Objective
        00:24
      • 0.4 ITIL® 2011 Introduction
        00:54
      • 0.5 ITIL® 2011 Intermediate
        00:46
      • 0.6 ITIL - Qualification Criteria
        01:53
      • 0.7 Definition of Service Lifecycle
        00:49
      • 0.8 Definition of Service Capability
        00:44
      • 0.9 Difference between Lifecycle and Capability Modules
        00:34
      • 0.10 Managing Across the Lifecycle
        00:44
      • 0.11 Accreditation Institute
        00:05
      • 0.12 OSA Course Description
        00:45
      • 0.13 Course Objective
        00:49
      • 0.14 Target Candidate
        00:22
      • 0.15 Target Candidate contd..
        01:30
      • 0.16 Exam Pre-requisites
        01:19
      • 0.17 ITIL® 2011 OSA Exam Format
        01:09
      • 0.18 Exam Tips
        00:20
      • 0.19 Course Outline
        05:08
      • 0.20 Quiz
        00:52
      • 0.21 Foundation Basics
        00:15
      • 0.22 ITIL - The Library Publications
        03:30
      • 0.23 ITIL
        01:03
      • 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 Owner
        01:15
      • 0.29 Service Management Roles: Process Owner
        01:11
      • 0.30 Connecting with Processes and Functions: RACI Matrix
        01:11
      • 0.31 Key Terminology: Service Providers
        01:30
      • 0.32 Key Terminology: Suppliers
        00:32
      • 0.33 Thank You
        00:42
    • Learning Unit 01 - Introduction to Operation Support and Analysis

      37:00
      • 1.1 Introduction to Operation Support and Analysis
        00:14
      • 1.2 ITIL - The Library Constituents
        03:10
      • 1.3 Service Operation - Purpose and Objectives
        01:16
      • 1.4 Service Operation - Scope
        01:55
      • 1.5 Service Operation - Processes
        01:41
      • 1.6 Service Operation - Functions
        01:46
      • 1.7 Value to the Business of OSA Activities
        01:46
      • 1.8 Optimization of Service Operational Performance
        01:20
      • 1.9 IT Service Management
        02:28
      • 1.10 Concept of Service and Value - Definition of a Service
        02:35
      • 1.11 Economic Value of a Service
        03:44
      • 1.12 Combined Effects of Utility and Warranty
        02:19
      • 1.13 Value to the Business - Monitor and Measure
        02:12
      • 1.14 Process
        03:45
      • 1.15 Organizing IT Service Management - Process Definition
        00:58
      • 1.16 Characteristics of a Process
        01:23
      • 1.17 Organizing IT Service Management - Organization Structure
        04:04
      • 1.18 Summary
        00:24
      • 1.19 Quiz
    • Learning Unit 02 - Event Management

      37:38
      • 2.1 Event Management
        00:12
      • 2.2 Event Management
        00:29
      • 2.3 Event Management - Purpose
        00:51
      • 2.4 Event Management - Objectives
        00:52
      • 2.5 Event Management - Scope
        01:44
      • 2.6 Event Management vs. Monitoring
        00:57
      • 2.7 Event Management - Value to the Business
        01:45
      • 2.8 Event Management - Policies
        01:54
      • 2.9 Event Management - Principles and Basic Concepts
        02:17
      • 2.10 Event Management - Key Concepts
        08:57
      • 2.11 Event Management - Triggers
        01:22
      • 2.12 Event Management - Inputs and Outputs
        01:00
      • 2.13 Event Management - Interfaces
        01:52
      • 2.14 Event Management - Information Management
        01:56
      • 2.15 Event Management - Metrics
        01:24
      • 2.16 Event Management - Challenges and Risks
        01:40
      • 2.17 Event Management - CSFs and KPIs
        02:27
      • 2.18 Event Management - Design
        02:35
      • 2.19 Event Management - Use of Event Rule Sets and Correlation Engines
        01:03
      • 2.20 Event Management - Technology
        01:59
      • 2.21 Event Management - Summary
        00:22
      • 2.22 Quiz
    • Learning Unit 03 - Incident Management

      40:52
      • 3.1 Incident Management
        00:12
      • 3.2 Incident Management
        00:33
      • 3.3 Incident Management - Purpose
        00:25
      • 3.4 Incident Management - Objective
        01:05
      • 3.5 Incident Management - Scope
        00:48
      • 3.6 Incident Management - Value to Business
        01:19
      • 3.7 Incident Management - Policies
        01:24
      • 3.8 Incident Management - Key Concepts
        02:07
      • 3.9 Incident Management - Key Concepts
        01:14
      • 3.10 Incident Management - Process Flow
        03:58
      • 3.11 Incident Management - Activities
        02:18
      • 3.12 Incident Management - Categorization
        01:37
      • 3.13 Incident Management - Prioritization
        01:03
      • 3.14 Incident Management - Investigation and Diagnosis
        01:58
      • 3.15 Incident Management - Escalation
        03:03
      • 3.16 Incident Management - Resolution and Recovery
        00:58
      • 3.17 Incident Management - Closure
        02:16
      • 3.18 Incident Management - Rules for reopening incidents
        01:14
      • 3.19 Incident Management - Triggers
        00:58
      • 3.20 Incident Management - Inputs and Outputs
        02:21
      • 3.21 Incident Management - Interfaces
        02:01
      • 3.22 Incident Management - Metrics and Information Management
        01:09
      • 3.23 Incident Management - Information Management
        01:01
      • 3.24 Incident Management - Challenges
        01:29
      • 3.25 Incident Management - CSFs and KPIs
        02:07
      • 3.26 Incident Management - Risks
        01:38
      • 3.27 Service Operation - Incident Management Summary
        00:36
      • 3.28 Quiz
    • Learning Unit 04 - Request Fulfillment

      24:52
      • 4.1 Request Fulfillment
        00:11
      • 4.2 Request Fulfillment
        00:30
      • 4.3 Request Management - Purpose and Objectives
        01:07
      • 4.4 Request Management - Scope
        01:25
      • 4.5 Request Management - Value to Business
        01:03
      • 4.6 Request Management - Policies
        01:07
      • 4.7 Request Management - Principles and Key Concepts
        03:36
      • 4.8 Request Fulfillment - Process Activities
        04:15
      • 4.9 Request Fulfillment - Triggers
        01:00
      • 4.10 Request Fulfillment - Inputs and Outputs
        01:02
      • 4.11 Request Fulfillment - Interfaces
        00:58
      • 4.12 Request Fulfillment - Information Management
        01:42
      • 4.13 Request Fulfillment - Metrics
        01:03
      • 4.14 Request Fulfillment - Challenges
        01:21
      • 4.15 Request Fulfillment - Risks
        01:26
      • 4.16 Request Fulfillment - CSFs and KPIs
        02:35
      • 4.17 Request Fulfillment - Summary
        00:31
      • 4.18 Quiz
    • Learning Unit 05 - Problem Management

      26:36
      • 5.1 Problem Management
        00:11
      • 5.2 Problem Management
        00:35
      • 5.3 Problem Management - Objective
        00:33
      • 5.4 Problem Management - Scope
        02:44
      • 5.5 Problem Management - Value to the Business
        00:58
      • 5.6 Problem Management - Key Concepts
        01:41
      • 5.7 Problem Management - Key Concepts
        02:23
      • 5.8 Problem Management - Process Flow
        01:11
      • 5.9 Problem Management - Activities
        02:51
      • 5.10 Problem Management - Techniques
        01:41
      • 5.11 Problem Management - Inputs and Outputs
        01:21
      • 5.12 Problem Management - Triggers
        01:04
      • 5.13 Problem Management - Interfaces
        03:04
      • 5.14 Problem Management - Information Management
        01:10
      • 5.15 Problem Management - Metrics
        01:15
      • 5.16 Problem Management - CSFs and KPIs
        02:32
      • 5.17 Problem Management - Challenges and Risks
        00:59
      • 5.18 Problem Management Summary
        00:23
      • 5.19 Quiz
    • Learning Unit 06 - Access Management

      21:57
      • 6.1 Access Management
        00:11
      • 6.2 Access Management
        00:24
      • 6.3 Access Management - Purpose and Objectives
        00:45
      • 6.4 Access Management - Scope
        01:10
      • 6.5 Access Management - Value to the Business
        01:11
      • 6.6 Access Management - Policies
        01:05
      • 6.7 Access Management - Key Concepts
        01:50
      • 6.8 Access Management - Activities
        02:02
      • 6.9 Access Management - Activities
        01:55
      • 6.10 Access Management - Triggers
        01:30
      • 6.11 Access Management - Inputs and Outputs
        00:52
      • 6.12 Access Management - Interfaces
        01:39
      • 6.13 Access Management - Information Management
        02:14
      • 6.14 Access Management - Metrics
        00:42
      • 6.15 Access Management - Challenges and Risks
        01:48
      • 6.16 Access Management - CSFs and KPIs
        02:21
      • 6.17 Access Management - Summary
        00:18
      • 6.18 Quiz
    • Learning Unit 07 - Service Desk

      32:27
      • 7.1 Service Desk
        00:12
      • 7.2 Service Desk
        00:18
      • 7.3 Objectives
        00:24
      • 7.4 Responsibilities
        00:47
      • 7.5 Organizational Structures
        00:50
      • 7.6 Local Service Desk
        01:06
      • 7.7 Centralized Service Desk
        01:21
      • 7.8 Virtual Service Desk
        02:05
      • 7.9 Specialized Service Desk
        00:46
      • 7.10 Environment
        01:14
      • 7.11 Single Point of Contact
        02:09
      • 7.12 Staffing
        00:22
      • 7.13 Staffing Levels
        02:04
      • 7.14 Staffing Levels
        01:10
      • 7.15 Skill Levels
        01:43
      • 7.16 Skill Levels
        02:05
      • 7.17 Training
        01:38
      • 7.18 Staff Retention
        01:12
      • 7.19 Super Users
        01:09
      • 7.20 Service Desk Metrics
        01:08
      • 7.21 Customer or User Satisfaction Surveys
        01:38
      • 7.22 Outsourcing the Service Desk
        01:26
      • 7.23 Outsourcing; Common Tools and Processes
        01:14
      • 7.24 Outsourcing SLA Targets
        00:44
      • 7.25 Outsourcing Good Communications
        01:52
      • 7.26 Outsourcing Ownership of Data
        01:19
      • 7.27 Summary
        00:31
      • 7.28 Quiz
    • Learning Unit 08 - Functions and Roles

      52:18
      • 8.1 Functions and Roles
        00:12
      • 8.2 Functions
        04:52
      • 8.3 Technical Management - Objectives
        00:49
      • 8.4 Technical Management - Roles
        01:36
      • 8.5 Technical Management - Activities(1of2)
        01:08
      • 8.6 Technical Management - Activities(2of2)
        02:03
      • 8.7 IT Operations Management - Objectives
        00:35
      • 8.8 IT Operations Management - Subfunctions
        02:07
      • 8.9 IT Operations Management - Roles
        02:26
      • 8.10 IT Operations Management - Documentation
        02:50
      • 8.11 Applications Management - Objectives
        00:41
      • 8.12 Applications Management - Roles
        01:19
      • 8.13 Applications Management - Activities
        03:22
      • 8.14 Roles and Responsibilities
        00:39
      • 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 Responsibilities
        02:22
      • 8.18 Process Manager - Responsibilities
        01:32
      • 8.19 Process Practitioner - Responsibilities
        01:23
      • 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 Process
        01:52
      • 8.29 Key roles related to Access Management Process
        01:15
      • 8.30 Functions Summary
        00:20
      • 8.31 Quiz
    • Learning Unit 09 - Technology Implementation Considerations

      50:50
      • 9.1 Technology Implementation Considerations
        00:14
      • 9.2 Technology and Implementation Considerations
        00:29
      • 9.3 Generic Requirements (Toolsets) 1of2
        02:45
      • 9.4 Generic Requirements (Toolsets) 2of2
        01:59
      • 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 Criteria
        01:37
      • 9.9 Service Design Evaluation Criteria
        01:48
      • 9.10 Projects, Risks and Staffing Practices 1of2
        01:11
      • 9.11 Projects, Risks and Staffing Practices 2of2
        01:41
      • 9.12 Implementing Service Operation - Managing Risk in Service Operation
        01:36
      • 9.13 Implementing Service Operation - Managing Change in Service Operation
        02:58
      • 9.14 Service Design - Challenges
        01:18
      • 9.15 Service Design - Risks
        02:15
      • 9.16 Service Transition - Challenges
        02:15
      • 9.17 Service Transition - Risks
        01:13
      • 9.18 Service Transition - Critical Success Factors
        01:47
      • 9.19 Service Operation - Challenges
        02:14
      • 9.20 Service Operation Managers - Challenges (1of2)
        02:00
      • 9.21 Service Operation - Challenges (2of2)
        01:42
      • 9.22 Service Operation - Risks
        03:02
      • 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 Technologies
        03:32
      • 9.27 Implementing Service Operation - Planning and Implementing Service Management Technologies
        01:54
      • 9.28 Technology and Implementation Considerations - Summary
        00:41
      • 9.29 Quiz
    • Learning Unit 10 - Summary exam preparation and direct studies

      01:05
      • 10.1 Summary: Exam Preparation and Directed
        00:30
      • 10.2 Directed Studies and Glossary
        00:08
      • 10.3 Checkpoints
        00:21
      • 10.4 Thank You
        00:06
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Exam & certification

  • How do I become ITIL® Intermediate OSA certified?

    The certification is offered to candidates who fulfill the prerequisites and pass the exam. The ITIL® Intermediate OSA exam is governed by APMG, EXIN, and CSME. To qualify to take the exam you must first participate in a course offered through an Accredited Training Organization (ATO) or an accredited e-learning solution. 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 prerequisites for the ITIL® Intermediate OSA certification?

    To be eligible for the examination leading to the ITIL® Intermediate OSA Certificate, you must fulfill the following requirements:
    • Undertake at least 28 contact hours (hours of instruction, excluding breaks) with an Accredited Training Organization (ATO) or an accredited e-learning solution as part of a formal, approved training course or program.
    • Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications).
    • Two to four years of professional experience working in IT service management is highly desirable.

  • What do I need to do to unlock my certificate of course participation?

    Online self-learners must complete 85% of the course to receive their certificate of participation from Simplilearn.

  • Until when can I procure exam voucher from Simplilearn?

    Your exam voucher fee is included in the price of this course. However, you must procure the exam voucher within six months from the date of course purchase. In case the exam price goes up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • How frequently does exam fee change?

    Exam prices are dynamic and governed by the certification body. Normally price changes are announced during the end of the calendar year. You will be liable to pay the difference amount to Simplilearn if you had not booked the exam and the exam price is hiked in the meantime.

  • What is the validity of my exam voucher?

    Exam vouchers are valid for 1 year from the date of issuance. If you do not book the exam within 1 year from purchase of voucher, you will need to buy the voucher again per the actual price.

  • How will I schedule/book my exam?

    Please click the below link for information regarding the booking process: https://www.simplilearn.com/ice9/about_course_images/Raise_exam_request_through_LMS.pdf

  • Does the course fee include examination fees as well?

    Yes, the course fee is inclusive of the examination fee.

  • Can I ask for refund of exam voucher cost once its issued to me?

    No, exam voucher cost cannot be refunded once it is issued to a learner as we procure this from third party bodies. Simplilearn does not own the voucher policies and cost.
     

Course advisor

Manuel W Lloyd
Manuel W Lloyd Virtual CIO, IT Service Expert

Manuel W. Lloyd is a Process Expert known for his thought leadership in IT governance, legislative compliance, operational efficiency, and cyber security.

Reviews

Christian Serapiao
Christian Serapiao

The training was very good.

Ajit Singh
Ajit Singh

Very good. Have a good knowledge on trainer topics. Excellent interpersonal skills.

Basannavar Vinayak
Basannavar Vinayak

The training was very good

Ravi Thapa
Ravi Thapa

Trainer & course material are very good. Well organized

FAQs

  • How do I enroll for the online training?

    You can enroll for this training on our website and make an online payment using any of the following options: 
    • Visa Credit or Debit Card
    • MasterCard
    • American Express
    • Diner’s Club
    • PayPal 
    Once payment is received you will automatically receive a payment receipt and access information via email.

  • What does this training include?

    You will have access to the online e-learning content and practice tests.

  • If I need to cancel my enrollment, can I get a refund?

    Yes, you can cancel your enrollment if necessary. We will refund the course price after deducting an administration fee. To learn more, please read our Refund Policy.

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

    Yes. We do offer a money-back guarantee for many of our training programs. Refer to our Refund Policy and submit 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 contact our Help and Support portal for more information.

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

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

  • I am not able to access the online courses. Whom should I contact?

    Contact us using the form on the right side of any page on the Simplilearn website, select the Live Chat link or contact Help & Support

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

    Contact us using the form on the right side of any page on the Simplilearn website, or select the Live Chat link. Our customer service representatives can provide you with more details.

  • What certification will I receive after completing the training?

    After successful completion of the training, you will be awarded the course completion certificate along with the 15 PDU's. Once you successfully pass the exam, you will receive the ITIL Foundation Certification from the exam body.

  • Who are the instructors and how are they selected?

    All of our highly-qualified trainers are ITIL certified with more than 15 years of experience in training and working professionally in the field. Each of them has gone through a rigorous selection process that includes profile screening, technical evaluation, and a training demo before they are certified to train for us. We also ensure that only those trainers with a high alumni rating remain in our faculty.

  • How does Simplilearn assure that the material and the training delivered are effective?

    Our certification training is designed for you to pass the exams on your first attempt. With a hands-on learning approach and Global Learning Framework, the training not only gives you the confidence to pass the exam, but also helps you retain knowledge beyond the exam.

    • Disclaimer
    • ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.