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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 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 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 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

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