ITIL® Intermediate: Operational Support and Analysis

Course DateStart TimeEnd TimeTime ZoneLocationDaysPrice
Call for In Class or Live Virtual Dates5$3,195 CADPurchase

Operational Support and Analysis Certificate

Description: In partnership with ITSM Academy, DesTech is offering the ITIL® Capability Course - The ITIL® Capability Course - Operational Support and Analysis (OSA) - provides the best practice process knowledge required to monitor, deliver and support the IT services required to meet the business' needs, while preventing and reducing the costs of outages and lost productivity. Embedded into this course is our unique virtualization, Living the Lifecycle®. Woven through all of ITSM Academy's ITIL® Certification classes, it brings processes and concepts to life. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle® successfully enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL® concepts
  • Apply concepts to a "neutral" real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Duration: 5 Days


  • IT/Business Professionals and Process Owners requiring deep role-based knowledge of the OSA processes
  • Individuals seeking to achieve the ITIL® Master or ITIL® Expert™ Certification


  • ITIL® Foundation - obtained through ITIL® Foundation or Bridge Course


  • 2 to 4 years IT Service Management experience A minimum of 12 hours of personal study


  • Service Management as a Practice
  • Service Operation principals
  • Operational Support and Analysis (OSA) processes
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Operational activities of the processes covered in other lifecycle phases

Service Operation roles, responsibilities and functions including Service Desk, Technical, IT Operations and Application Management

Technology and implementation considerations Challenges, Critical Success Factors and risks

Certification: Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice, scenario-based questions, leads to the ITIL® Intermediate Certificate.

ITIL® Expert: Earn 4 credits of the 22 required to achieve the ITIL® Expert Certification.

Project Management Institute (PMI®) Profesional Development Units (PDUs): ITSM Academy is recognized by PMI® as a Global Registered Education Provider (R.E.P.). Project Management Professionals earn 38 PDUs upon completion of this course.


  • Five (5) Days of Instructor Led Education (30 Contact Hours)
  • Learner Manual (excellent post-class reference)
  • Study Aids and Sample Exams, Exam Preparation
  • Participation in a Unique Series of Case Study-Based Exercises - Living the Lifecycle® In-Class Examination

Note: The ITIL® core library books are not included. Learners must bring their own copy of Service Operation to class and have access to the full suite, which is available at Upon registration, learners are emailed a copy of the official syllabus to identify class pre-reading.

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