ITIL Operational Support &
The Lifecycle stream is targeted at delegates who will manage and implement ITIL processes.
The Service Design course looks at principles and processes allowing service providers to create services that are relevant for the needs of the business at the current time and into the future, without the need for further re-work.
Get OSA certification at your own pace!
Get Operational Support & analysis certified online at your own pace, at times that suit you – wholly online, this eLearning course is available on demand and provides you with the option to watch the videos as many times as you need to ensure that you fully understand the concepts before moving on.
90 or 150 days online access
90 or 150 days online access – spread the 21 hours of study over the period that best suits you. The flexibility of the on-demand learning allows you to learn at the times you’re available.
ITSM Zone’s accreditation from PeopleCert for this course is your guarantee that the material is accurate and relevant to the current syllabus.
Tutor support is provided to all our students and is included in the course price. Our team is made up of qualified industry experts who have a wealth of knowledge and experience.
24/7 helpdesk on hand to help you whenever you need it. We’re proud of the support that we offer to our students, and we consistently receive an average rating of over 9/10 for the quality and speed of our support teams.
Training+ Virtual Mentor session included
Includes free 30 minute Training+ Virtual Mentor session. With over 30 mentors available, we’re confident that we can provide a mentor with the right skills and experiences to answer your questions. This session is your opportunity to set the agenda and ask the expert for the answers that you need. Learn more about virtual mentors
ITIL OSA study guides and more...
Your access to online OSA training provides you with e-Learning videos, quizzes, exercises, study tracker, study guides and official syllabus, plus official sample exams. No additional resources are required – everything that you need to understand the concepts and principles is included.
This Intermediate level certification will offer you an introduction to Operational Support and Analysis processes and functions:
divided into easy to absorb lessons
video tutorials, study guides and quizzes
30 hours mandatory study, also 12 hours self-study with the Service Operation core volume is recommended
Lessons in this training
Introduction to Operational Support and Analysis
Module 1 – Introduction to OSA
Module 2 – Event Management
Module 2 – Lesson 1 – Event Management Process Introduction
Module 2 – Lesson 2 – Policies, Principles and Basic Concepts
Module 2 – Lesson 3 – Designing for Event Management
Module 2 – Lesson 4 – Process Activities
Module 2 – Lesson 5 – Process Management
Module 3 – Incident Management
Module 3 – Lesson 1 – Process Introduction
Module 3 – Lesson 2 – Policies, Principles and Basic Concepts
Module 3 – Lesson 4 – Process Management Part 1
Module 3 – Lesson 5 – Process Management Part 2
Module 4 – Request Fulfilment
Module 4 – Lesson 1 – Process Introduction
Module 4 – Lesson 2 – Process Activities
Module 4 – Lesson 3 – Process Management
Module 5 – Problem Management
Module 5 – Lesson 1 – Process Introduction
Module 5 – Lesson 2 – Problem Management Process Activities
Module 5 – Lesson 3 – Problem Management Techniques
Module 5 – Lesson 4 – Process Management
Module 6 – Access Management
Module 6 – Lesson 1 – Process Introduction
Module 6 – Lesson 2 – Process Activities
Module 6 – Lesson 3 – Process Management
Module 7 – The Service Desk
Module 7 – Lesson 1 – Service Desk Introduction
Module 7 – Lesson 2 – Service Desk Structures
Module 7 – Lesson 3 – Service Desk Staffing
Module 7 – Lesson 4 – Managing the Service Desk
Module 8 – Functions and RolesModule 8 – Lesson 1 – OSA Functions
Module 8 – Lesson 2 – Generic OSA Roles and Responsibilities
Module 8 – Lesson 3 – OSA Process Roles
Module 8 – Lesson 4 – OSA Function
Module 9 – Technology and Implementation
Module 9 – Lesson 1 – Generic Technology Requirements
Module 9 – Lesson 2 – OSA Technology Requirements
Module 9 – Lesson 3 – Lifecycle Challenges, Risks and CSFs
Module 9 – Lesson 4 – Planning and Implementing ITSM Tools
Module 10 – The Sample Exam
Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
21 hours of study via an accredited training solution – confirmed by your course completion certificate
2 years IT experience is desirable
21 hours of self-study using the Service Transition core volume is recommended
closed book, multiple choice
online, webcam proctored. Read more here
Exam pass mark:
70% (28/40 marks across 8 questions)
extra time is available for non-native English speakers.
4 ITIL credits
90 days access + Exam + eBook
90 Days Online Access
SO - Core volume online access
Who's it for
Recommended for anyone working in Operations / Live Service, including Service Desk Management and team leaders, Desktop Support, Data Center Management and Server Support and Administration
Trusted, Awarded & Accredited
Fully accredited to ensure we provide the highest possible standards in learning
ITIL® is a registered trade mark of AXELOS Ltd, used under permission of AXELOS Limited. All rights reserved.
BRMP® is a Registered Trade Mark of Business Relationship Management Institute, Inc.
CBRM® is a registered trademark of Business Relationship Management Institute.
SIAM® is a registered trademark
VeriSM™ is a trade mark of IFDC
Agile Scrum copyright © EXIN Holding B.V. 2018. All rights reserved.
AgilePM® is a registered trademark of Agile Business Consortium Limited. All rights reserved
The ITIL courses on this page are offered by IT Training Zone Ltd. an ATO of AXELOS Limited.
The Agile and BRM courses on this page are offered by IT Training Zone Ltd. an ATO of The APM Group Ltd