Course Introduction

ITIL® Service Capability ITIL OSA (Operational Support & Analysis) is one of the four ITIL courses that create the ‘Capability Stream’. This ITIL® certification recommends delegates to practical and logical solutions to practice structure, roles, and tasks allowing ability in relation to Event, Incident, Problem and Access Management as well as Request fulfilment and Service Desk functions.

The ITIL® Service Capability certification is directed at IT Specialists, Business Managers and Business Process Owners. This ITIL® training course is mostly appropriate to staff included in Incident Management, Problem Management, and Service Desk who wish to develop their role-based capabilities.




What's Included

Find out what's included in the training programme.

Course Content

Below is a list of the topics covered during this 5 day ITIL® course:

Introduction to Operational Support and Analysis:

  • The importance to the business of OSA actions
  • The ITIL® lifecycle within the OSA framework
  • The scope of OSA procedures and purposes
  • Enhancing service operation performance

Event Management:

  • Design, policy, components, actions, roles and operation
  • How it is used to guarantee service quality within OSA
  • The benefits and business value from event management

Incident Management:

  • Design, policy, components, actions, roles and process
  • The metrics that would be implemented to encourage incident management
  • The benefits and business value from incident management

Request Fulfilment:

  • Design, strategy, components, activities, roles and operation
  • The metrics that would be used to support request completion
  • The benefits and business value from request completion

Problem Management:

  • The end-to-end process flow for problem management inclusive of design strategy, components & activities
  • The metrics that would be executed to support problem management
  • The benefits and business value from problem management

Access Management

  • The end-to-end process flow for access management process inclusive of design strategy, components & activities
  • The metrics that would be used to support access management
  • The benefits and business value from access management as related to OSA

The Service Desk:

  • The complete end-to-end process flow for the service desk function inclusive of design strategy, components & activities
  • The service desk validation components and actions (eg service desk role, organizational structures, challenges, & issues)
  • The metrics that would be used to support the service desk function


  • The end-to-end process flow for OSA functions (ie technical management, IT operations management, and applications management)
  • The benefits and business value from OSA functions

Technology and Implementation Considerations:

  • Technology supplies for effective OSA for process operation
  • Best practices to ease challenges and risks when applying service management skills


The exam is to be completed at a mutually convenient date (please see the below details for further information).

Online Exam:

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

The benefits of Online Exams are:

  • Rather than having to be out of the office for a paper exam, once you have received your exam voucher you can arrange directly with the accrediting body for a time that suits you
  • It allows you to complete all revision activities at your own pace to help you prepare for your exam to maximise your passing potential
  • It allows you to revise further before taking the exam
  • Exam results are issued much quicker than the paper based format


Compatibility Check for Online exam:     Please click here

Exam Guidelines:                                  Please click here



Delivery Methods


ITIL® Service Capability - Operational Support and Analysis Enquiry

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What are the exam details for this course?

The ITIL® exam is taken on the final day of the course and includes a 90 minute, closed book plan with 8 multiple choice, situation based, gradient scored questions. The pass mark for the exam is 70%, or a minimum of 28 marks from a possible 40.

What are the prerequisites for this course?

It is essential that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are suggested to buy and research the following book in advance of the course ISBN 9780113313075.

We also highly suggest that applicants:

Can show an understanding with IT terminology and recognise the context of Service Strategy management in their own business environment.
Have exposure working in a Service Management capacity within a service provider environment, with responsibility highlighting at least one of the following Service Deployment Management and Evaluation Management
Complete the pre-course work which involves reading the Key Element Guide for Operational Support and Analysis. If likely, reading the ITIL® Service Lifecycle core publications—in particular, the Service Transition and Service Operation books—in advance of attending the training will help with overall understanding of the course.

It is suggested that Intermediate courses require approximately 1 hour of home study each evening.

What are the benefits of taking this course?

During this 5 day course, applicants will study and recognise:

  • Values, Purpose and Objective of Operational Support & Analysis
  • The importance of ITIL® Operational Support & Analysis (OS&A)
  • How Procedures within OS&A relate with other Service Lifecycle Methods
  • The methods, activities, techniques and roles used
  • How to accomplish operational quality
  • How to evaluate ITIL® Operational Support & Analysis
  • Technology and application considerations
  • Challenges, critical success factors and risks

What is the experience of the instructor(s) delivering my course?

All of our instructors at Datrix are accredited and have over ten years of experience worldwide.

What time shall I arrive at the venue?

Please arrive at the venue for 08:45am.

How can I find more information?

If you would like to know any more information about our courses, please contact us on 0800 781 0626 or send us an e-mail on