Operational Support and Analysis (OSA) - ITIL® v3 Intermediate Service Capability Module
This module focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations and application management.
Purpose of the Operational Support and Analysis Module
The Operational Support and Analysis (OSA) module is one of the certifications in the ITIL®v3 Service Capability workstream. 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 v3 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.
Target Audience
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.
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 our ITIL Credit System page for more information.
Exam Format
- Multiple choice examination questions
- Eight questions per paper
- 28 marks required to pass (out of 40 available) - 70%
- 90 minutes’ duration
- Closed book.
Taking the Operational Support and Analysis Exam
The Operational Support and Analysis certification can only be taken as part of an accredited training course.