Course Overview

The ITIL Intermediate OSA module is an ITIL qualification focused on planning, implementation, and optimization of OSA processes. This course trains you to apply core practices that support the service management lifecycle, execute and implement specific ITIL processes effectively in real-time, and get prepared for the ITIL OSA certification exam.

Key Features

  • 9 end-of-chapter quizzes
  • 2 sample test papers
  • Exam fee included
  • 15 PDUs offered

Skills Covered

  • Apply OSA practices
  • Event management
  • Incident management
  • Request fulfillment
  • Problem management
  • Access management
  • Identify Critical Success Factors
  • Identify challenges and risks

Benefits

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.

  • Designation
  • Annual Salary
  • Hiring Companies
  • Annual Salary
    ₹563KMin
    ₹1,701KAverage
    ₹2,721KMax
    Source: Glassdoor
    Hiring Companies
    Oracle hiring for Service Delivery Manager professionals in Pune
    Cloudera hiring for Service Delivery Manager professionals in Pune
    Capgemini hiring for Service Delivery Manager professionals in Pune
    Accenture hiring for Service Delivery Manager professionals in Pune
    Source: Indeed
  • Annual Salary
    ₹458KMin
    ₹713KAverage
    ₹2083KMax
    Source: Glassdoor
    Hiring Companies
    Accenture hiring for ITSM Manager professionals in Pune
    IBM hiring for ITSM Manager professionals in Pune
    Capgemini hiring for ITSM Manager professionals in Pune
    Source: Indeed

Course Curriculum

Eligibility

IT professionals, business managers, and business process owners will all benefit from this training. ITIL Intermediate OSA Certification also provides 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.  
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Pre-requisites

To be eligible for the examination leading to the ITIL Intermediate OSA Certificate, you should take the training with an accredited training organization. You should also 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.
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Course Content

  • ITIL® Intermediate OSA

    Preview
    • Learning Unit 00 - Introductory Lesson

      38:30Preview
      • 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

      37:00Preview
      • 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

      37:38Preview
      • 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

      40:50Preview
      • 3.1 Incident Management
        00:12
      • 3.2 Incident Management
        00:33
      • 3.3 Incident Management - Purpose
        00:25
      • 3.4 Incident Management - Objective
        01:03
      • 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

      24:52Preview
      • 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

      26:36Preview
      • 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

      21:57Preview
      • 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

      32:27Preview
      • 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

      52:16Preview
      • 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(One of Two)
        01:07
      • 8.6 Technical Management - Activities(Two of Two)
        02:02
      • 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

      50:48Preview
      • 9.1 Technology Implementation Considerations
        00:14
      • 9.2 Technology and Implementation Considerations
        00:29
      • 9.3 Generic Requirements (Toolsets) One of Two
        02:45
      • 9.4 Generic Requirements (Toolsets) Two of Two
        01:59
      • 9.5 Evaluation Criteria for Process Implementation (One of Three)
        01:35
      • 9.6 Evaluation Criteria for Process Implementation (Two of Three)
        01:09
      • 9.7 Evaluation Criteria for Process Implementation (Three of Three)
        02:24
      • 9.8 Service Design Evaluation Criteria
        01:35
      • 9.9 Service Design Evaluation Criteria
        01:48
      • 9.10 Projects, Risks and Staffing Practices One of Two
        01:11
      • 9.11 Projects, Risks and Staffing Practices Two of Two
        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

      01:05Preview
      • 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

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.
     

    FAQs

    • How do I enroll for the online OSA Certification training?

      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? Do 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.

    Our Pune Correspondence / Mailing address

    Simplilearn's ITIL Intermediate OSA Certification Training in Pune, India

    Sky Loft, Creaticity Off, Airport Road opp. Golf Course Shastrinagar, Yerawada Pune, Maharashtra 411006

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