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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

  • ITIL® Intermediate OSA
    • 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
  • Free Course
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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/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 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 the event that an exam price does go 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 take the exam?

    For customers outside India, web-based exam vouchers will be booked, and for India customers, only paper-based exam will be booked. Customers are expected to book the exam before the expiration of validity of their course.

  • I would like to book paper-based exam in India, what is the process?

    You can book paper-based exam by contacting our team and walk into the centers at below mentioned cities to take the exam.

    City Days Timings
    Bangalore Saturday & Sunday 08:00 AM - 08:00 PM
    Weekdays 08:00 AM - 08:00 PM
    Chennai Saturday 09:00 AM - 06:00 PM
    Hyderabad Saturday 09:00 AM - 06:00 PM
    Pune Saturday 09:00 AM - 06:00 PM
    Mumbai Saturday 09:00 AM - 06:00 PM
    Delhi Saturday 09:00 AM - 06:00 PM
    Kolkata Saturday 09:00 AM - 06:00 PM

  • Does the course fee include in examination fees as well?

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

  • How do I schedule my exam?

    For assistance in scheduling your exam, reach out to the sales consultant (inside sales manager) or raise a request to the support team of Simplilearn.  
     

  • 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

Ajit Singh
Ajit Singh Delhi

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

Basannavar Vinayak
Basannavar Vinayak Pune

The training was very good

Ravi Thapa
Ravi Thapa Bangalore

Trainer & course material are very good. Well organized

Christian Serapiao
Christian Serapiao Sao Paulo

The training was very good.

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 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 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 on 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.

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    Contact Us

    +91 80494 13482

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    • 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.
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