the Capability stream is targeted at delegates who will carry out ITIL processes on a day to day basis.
The Operational Support and Analysis course covers principles and processes that allow delegates to create an efficient and effective support offering for live services.
  • Study online at your own pace
  • 90 or 150 days online access
  • Fully accredited
  • Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
  • Tutor support available via email


Please choose your options:


OSA Course


Only one course duration can be selected at a time.








OSA Resources

90 Days Online Access - 649.00

150 Days Online Access - $729.00

Core volume online access - $100.00

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  • 10 modules divided into easy to absorb lessons
  • Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Operation core volume is recommended
   Topics included






Course Content


  • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)

  • 30 hours of study via an accredited training solution – confirmed by your course completion certificate

  • 2 years IT experience is desirable

  • 12 hours of self-study using the Service Operation core volume is recommended


  • Exam duration: 90 minutes

  • Exam format: closed book, multiple choice

  • Exam delivery: online, webcam proctored.  Read about online exams here

  • Exam pass mark: 70% (28/40 marks across 8 questions)

  • Exam language: extra time is available for non-native English speakers.  Contact us for current translation availability

  • Exam value: 4 ITIL credits

  • Exam vouchers must be requested within 6 months of purchase


Exam Details

  • Technology and implementation considerations

  • Preparing for the exam




  • Introduction to Operational Support and Analysis

  • OSA processes and functions:

    • Event Management

    • Incident Management

    • Request Fulfilment

    • Access Management

    • Problem Management

    • Service Desk

    • Technical Management

    • Application Management

    • IT Operations Management