The Operational Support and Analysis (OSA) module is one of the certifications 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.
The OSA course can teach organizations and individuals how to manage the everyday operation of IT services and gain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers.
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.
ITIL Credit System
Under the ITIL Credit System, you must earn a number of credits from each ITIL certification to progress to the next level within the ITIL scheme.
The OSA module is worth four credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.
See the ITIL Credit System page for more information.
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
This list is a guide only, and choices will depend on the candidate's individual career goals and objectives. To learn more about roles in IT service management (ITSM) and the skills they require, see our Career Path tool.
ITIL Intermediate Navigator tool
To find out what other ITIL Intermediate modules could complement this certification and teach skills relevant to these job roles, use our ITIL Intermediate Navigator tool.
Operational Support and Analysis Examination
The exam format is as follows:
- Multiple choice examination questions
- Eight questions per paper
- 28 marks required to pass (out of 40 available) - 70%
- 90 minutes’ duration
- Closed book.
Try a sample paper
The Operational Support and Analysis certification can only be taken as part of an accredited training course.
Use our Certified Partner search below to find a training provider in your area.