ITIL® Service Capability - Operational Support and Analysis

Ready to create a stable IT infrastructure? Learn Operational Support and Analysis...

Capability modules focus on the design and day-to-day management of ITIL® processes and practices.
(5 days, 4 points towards ITIL® Expert qualification). 


Capability modules are the processes to ensure the help for business functionality; Operational Support and Analysis focuses on the need for managing the day-to-day operation of an IT service.

Course Code
5 Days
Delivery Style
Course Type
Public or Private
Max Delegates
Special Instructions
Photographic ID is required to sit the examination (please see below)
Available as Nutshell

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Purpose of this course

Focuses on the relevant aspects of Operational Support and Analysis from the perspective of management. The course will study the key principles, processes, and activities associated with this phase.

Who is this course for

Suitable for anyone in the following IT professions and areas;

  • Configuration Manager
  • Availability Manager; System Software
  • Applications Support
  • IT Operations Manager
  • Network Control and Operation
  • Database Administrator Problem Manager
  • or Network Support.

The list is for guidance only, and choices will depend on your career goals and objectives.

You will learn how to
  • Utilise the Incident and problem management processes
  • Adopt an early warning system using Event management processes
  • Use the Request Fulfilment process
  • Understand the Access management process
  • Arrange the delivery of services
  • Implement the Service Desk function
  • Organise transition services
  • Carry-out toolset selection using best practice techniques
Benefits for your organisation

Organisations can maximise 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 for you as an individual

Being in the know on 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 CSI phase.

Gaining the OSA qualification will demonstrate your ability to contribute to and deliver services in the operation arena.

  • Focuses on the role of Operation Support & Analysis (OSA) within the Lifecycle
  • Understand the value to the business of OSA processes
  • How to optimise Service Operation performance
Event Management
  • How to apply event management principles and techniques to ensure the operation of effective service solutions
  • Event management processes inclusive of its design strategy and activities as well as its organisational structure
  • Understand the benefits that can be gained from event management
Incident Management
  • Looks at measurement models used to support incident management with OSA processes
  • What’s involved in incident management
  • Identifies the activities and methods and how they relate to the Service Lifecycle
Request Fulfilment
  • Studies the policies, principles and the request model concept
  • How to deal with user service requests
  • How KPIs help to verify effectiveness and efficiency of the request fulfilment process
Access Management
  • Covers the key principles and concepts of access management
  • Differentiate between access management and information management
  • Identifies the challenges and critical success factors
Service Desk
  • Discusses service desk objectives and goals
  • Explores the impact of service desk on customer perception
  • Looks at organisational structure and staffing options
  • The Service Operation functions of Technical Management, IT Operations Management, and Applications Management and how they contribute to OSA
  • Identifies the function of each role and understand the functions’ roles within an organisation
Technology & Implementation Considerations
  • Technology implementation as part of implementing service management process capabilities
  • Special technology functions and features that are related to OSA
  • How to plan and implement service management technologies

Delegates must already hold the ITIL Foundation Certificate in IT Service Management, gained from the ITIL  Foundation course.

Pre-course work required

21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operation publication.

More about the exam

Duration: 90 minutes

Day Taken: Final day of course

Exam Type: 8 complex multiple choice questions (closed book)

Pass Rate: 70% - 28/40


Additonal Information:
Photographic ID is required to sit the exam, ideally a Passport or Driving License.

Exam results will come directly to you from PEOPLECERT.

This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.
Exam Fee

About the Lead Trainer

Adam has over 17 years’ experience in IT, training and consultation. He specialises in IT service management, knowing all things COBIT® and ITIL®. Adam always endeavours to put an innovative and engaging spin on his teaching and no two courses are ever the same.