ITIL Operational Support and Analysis (Intermediate) Professional Practice Exam

The ITIL Operational Support and Analysis (OSA) certification is part of the ITIL Intermediate level and focuses on the practical application of ITIL principles in managing and supporting IT operations. It covers key processes such as event management, incident management, problem management, request fulfillment, access management, and the overall role of service desk functions. The certification is aimed at IT professionals looking to enhance their understanding of how to manage and deliver operational services effectively within the ITIL framework.
Why is ITIL Operational Support and Analysis (Intermediate) Professional important?

• Validates expertise in applying ITIL practices in IT operations management.
• Enhances skills in service operation processes such as incident, event, and problem management.
• Demonstrates the ability to support and deliver operational services efficiently.
• Prepares candidates for managing service desks and ensuring service quality in IT operations.
• Focuses on optimizing IT support processes to improve user satisfaction.
• Provides knowledge on aligning IT services with business needs and operational goals.

Who should take the ITIL Operational Support and Analysis (Intermediate) Professional Exam?

• IT Operations Manager
• Service Desk Manager
• Incident Manager
• Problem Manager
• Change Manager
• IT Support Specialist
• IT Operations Analyst
• Technical Support Manager
• IT Service Manager
• Operations Consultant

Skills Evaluated

Candidates taking the certification exam on the ITIL Operational Support and Analysis (Intermediate) Professional is evaluated for the following skills:

• Ability to implement and manage ITIL OSA processes like incident and problem management.
• Proficiency in coordinating operational activities and managing service desk functions.
• Skills in event and request fulfillment management for IT operations.
• Knowledge of access management and maintaining service availability.
• Ability to ensure operational continuity and align IT services with business requirements.
• Expertise in analyzing performance and implementing improvements in IT service delivery.
• Capacity to troubleshoot and resolve issues related to operational support.

ITIL Operational Support and Analysis (Intermediate) Professional Certification Course Outline
The ITIL Operational Support and Analysis (Intermediate) Professional Certification covers the following topics -

1. OSA01: Introduction to operational support and analysis

• The value to the business of OSA activities

• The lifecycle within the OSA context

• Optimizing service operation performance.

2. OSA02: Event management

• The event management process inclusive of its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes

• Efficient event management and provision of examples showing how it is used to ensure service quality within OSA

• The benefits and business value that can be gained from event management.

3. OSA03: Incident management

• The incident management process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes

• The measurement model and the metrics that would be used to support incident management within OSA practices

• The benefits and business value that can be gained from incident management.

4. OSA04: Request fulfilment

• The request fulfilment process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes

• The measurement model and the metrics that would be used to support incident management within OSA practices

• The benefits and business value that can be gained from request fulfilment as related to OSA.

5. OSA05: Problem management

• The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation including its organizational structure, as well as any interfaces with other processes

• A measurement model and the metrics that would be used to support problem management within OSA practices

• The benefits and business value that can be gained from problem management.

6. OSA06: Access management

• The end-to-end process flow for access management process inclusive of components, activities and operation including its organizational structure, as well as any interfaces with other processes

• A measurement model and the metrics that would be used to support access management within OSA practices

• The benefits and business value that can be gained from access management as related to OSA.

7. OSA07: The service desk

• The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases

• The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA

• A measurement model and the metrics that would be used to support the service desk function within OSA practices.

8. OSA08: Functions and Roles

• The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes

• The roles within each OSA process and generic roles

• The benefits and business value that can be gained from functions as related to OSA.

9. OSA09: Technology and implementation considerations

• Technology requirements for service management tools and where/how they would be used within OSA for process implementation

• What best practices should be used in order to alleviate challenges and risks when implementing service management technologies.