Chat with us, powered by LiveChat


ITIL Operational Support and Analysis Capability

Virtual Classroom Blended

Mastering ITIL Intermediate courses requires IT professionals to obtain a great insight into the ITIL body of knowledge and to learn how to apply ITIL in real life. SecureNinja’s blended Operational Support and Analysis (OSA) training course in Washington, DC, San Diego, CA or in a blended online format, uses an optimal mix of training methods to achieve this result in a way that is most convenient, effective, and economical to learners. Learners obtain the “knowing” component of the course by completing 10 hours of self-paced eLearning in their own time and at their own pace. After completing the eLearning component of the course, the program taps into the natural strengths of the classroom. In 2.5 days, learners are provided with a safe environment where they can learn to “apply” their knowledge through a combination of case studies, assignments, and role-plays. Thinking beyond the traditional classroom “box” and presenting students with an optimal mix of learning methods

This ITIL Intermediate course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Operational Support and Analysis of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

This course uses an optimal mix of learning methods to provide learners with the most effective way to build their ITIL knowledge with respect to Operational Support and Analysis and to apply this knowledge in real life. Learners can complete eLearning modules on their own time to build their knowledge and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in practice.

Recommended Audience

The Operational Support and Analysis Capability course will be of interest to:

  • Individuals who have their ITIL Foundation certificate and want to purse the Intermediate and Advanced level ITIL certifications.
  • Individuals and/or operational staff who require a comprehensive, practical understanding of the Operational Support and Analysis processes and their use in enhancing the quality of IT service support within an organization. For example, operational staff involved in Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management.
  • IT professionals involved in IT Service Management implementation and improvement programs.
  • Typical roles, including (but not restricted to) IT professionals, IT/business managers, IT/business process owners, and IT practitioners.

Learning Objectives

At the end of this course, the learner will gain competencies in:

  • Understanding Service Management as a practice and the principles, purposes and objectives of Service Operation.
  • Knowing the important role of Operational Support and Analysis in service provision and understanding how the in-scope processes interact with other Service Lifecycle processes.
  • Comprehending the activities, methods, and functions used in each of the Operational Support and Analysis processes.
  • Knowing how to apply Operational Support and Analysis processes, activities, and functions to achieve operational excellence.
  • Measuring Operational Support and Analysis performance.
  • Understanding the importance of IT security and how it supports Operational Support and Analysis.
  • Understanding technology and implementation requirements in support of Operational Support and Analysis.
  • Comprehending the challenges, Critical Success Factors, and risks related to Operational Support and Analysis.

Course Learner Material

  • Digital reference contains concepts that are covered in the class an exam preparation guide. There is also a participant workbook that contains all the exercises and includes all the answers in the appendix. Participants also get access to eLearning modules a few weeks before the course starts. The eLearning materials are available for 2 years after completion of the course.


Candidates for this course must:

  • Hold an ITIL Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL, e.g.: earlier ITIL qualifications, must pass the current ITIL Foundation exam before attending this course)
  • There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service Management is highly desirable.
  • It is also strongly recommended that candidates:
    • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management in their own business environment
    • Have exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following management processes:
      • Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management, and Application Management
  • It is recommended that learners should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL Service Management Practice core guidance, particularly the Service Lifecycle publication, in preparation for the examination. The syllabus can be downloaded from:


  • Evidence of ITIL Foundation certificate and completion of the Operational Support and Analysis Capability course from an Accredited Training Provider are required to sit for the exam.
  • The exam is a closed-book exam with eight (8) multiple-choice, scenario-based, gradient-scored questions.
  • The exam duration is a maximum of 90 minutes for all candidates in their respective languages (candidates sitting the examination in a language other than their first are allowed a maximum of 120 minutes and the use of a dictionary).
  • Each question has 4 possible answer options; one that is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks.
  • The passing score is 28/40 or 70%.


  • On successfully passing the ITIL Operational Support and Analysis Capability exam, the student will be recognized with 4 credits in the ITIL Qualification Scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 30

Course Duration

  • 2.5 days (virtual) classroom 10-hours self-paced eLearning

Secure Ninja DBA SecureNinja is an ITIL® Accredited Training Organization Affiliate sponsored by ITpreneurs an Accredited Training Organization (ATO). ITIL® is a Registered Trade Mark of the Cabinet Office. The Swirl logo™ is a Trade Mark of the Cabinet Office.

These training courses are only delivered as an onsite format for groups of 5 or more. Our world-class instructors will bring our on-demand turn-key solution directly to you. Contact us now for more details and pricing