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The Operational Support and Analysis (OSA) module is one of the qualifications in the ITIL® Service Capability work stream. The module focuses on the practical application of OSA practices in order to enable event, incident, request, pro

ITIL Intermediate OSA Training and Certification in Hyderabad


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The Operational Support and Analysis (OSA) module is one of the qualifications in the ITIL® Service Capability work stream. The module focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management.

The content of the course is based mainly on the best practice guidance contained in the ITIL Service Operation publication. 

It also covers issues relating to the people, relationships, procedures and infrastructure technology required to ensure that the organization or programme can provide the high quality and cost effective IT services that are required to meet organizational needs.




Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification: 

The value to the business of OSA activities

How OSA activities support the service lifecycle

Optimizing service operation performance

The processes in OSA interact with other service lifecycle processes

How to use the OSA processes, activities and functions to achieve operational excellence 

How to measure OSA

The importance of IT security and its contributions to OSA

Understanding the technology and implementation considerations surrounding OSA

The challenges, critical success factors (CSFs) and risks associated with OSA




Students will gain in-depth knowledge of Operational Support and Analysis and hold a widely recognized qualification, if successful. 

Benefits to your organization: Organizations can maximize the benefits of those services by increasing the availability of the service and the productivity of their staff. They will be able to demonstrate a level of understanding and competency in operating services in any situation which may require it.

Benefits to you as an individual: Understanding Operational Support and Analysis will ensure that the delivery of services match the requirements of the business. Delegates will be able to spot the weakness in design, delivery and functionality, and feed this back to the Continual Service Improvement (CSI) phase.




The Operational Support and Analysis qualification would suit candidates in the following IT professions or areas:

Configuration Manager

Availability Manager

System Software

Applications Support

IT Operations Manager

Network Control and Operation

Database Administrator

Problem Manager 

Network Support




At least 21contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.

Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications– see Prerequisite Entry Criteria on p5). 

A basic IT literacy and around 2 years IT experience are highly desirable.

Intermediate Exam Details:

Exam Duration: 90 Minutes

Exam Format: Multiple Choice, scenario based gradient scored question

Exam Pass Mark: 70%

Level of Qualification: Intermediate 

Electronic Devices Permitted: No

Open Book: No

No. of questions: 8




16 hours of instructor led classroom training

ITIL Intermediate OSA Exam

100% Pass Guarantee

Hard copy of the material

E- Certificate 

Highly competent and ITIL Expert certified trainers

Free refreshment classes within 6 months




Trainer has 23+ years’ work experience with MNCs. He has trained more than 15,000 professional from various multination companies like IBM, MICROSOFT, DELOITTE, HSBC, JPMC, CSC, VALUE LABS, BARCLAYS, TCS, INFOSYS, WIPRO, CITIBANK etc. Almost every training batch has rated training delivery at 4.5+ on the scale of 1 to 5. He holds following certificates: 

• ITIL V3 Expert Certificate

• Project Management Professional (PMP)

• Prince2 Foundation & Practitioner 

• Prince2 Agile Practitioner

• ISO 21500 Lead Project Manager

• COBIT 5 Foundation Certification 

• Proferrional Cloud Associate, Developer, Administrator & Service Manager

• ISO 27001 ISMS Lead Auditor & Implementer

• ISO 20000 ITSM Lead Auditor & Implementer

• ISO 22301 Business Continuity Manager

• ISO 24762 Disaster Recovery Implementer

• ISO 9001 Lead Auditor & Implementer

• TOGAF 9.1 Combined Certified

• ISO 31000 Certified Risk Manager

• ISO 27005 Certified Risk Manager

• Certified Scrum Master & Product Owner 

• Cisco Certified Network Professional (CCNP)

• Cisco Certified Network Associate (CCNA)

• Microsoft Certified System Engineer (MCSE+I)

• DevOps Master


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