ITIL® Intermediate Level - Operational Support & Analysis (OSA) Training & Exam Package

Provided by

  • Sector IT
  • Course Type Online
  • Duration 1 Year
  • Price £395 with exam

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About the course

The ITIL Operational Support and Analysis certification validates your ability to help an organisation to implement the management of incidents, problems, events, service desk operations and applications.

  • Planning and executing a cycle of actions to handle system and organisational events.
  • Using pre-planned responses to service incidents with a view to minimising negative effects and delivery satisfactory outcomes.
  • An access management process that protects internal data security.
  • How to meet the demands of service users without compromising other operations and delivering outcomes per agreed service levels.
  • Service desk management tools and techniques used to record incidents, requests and events and to agree suitable service level agreements.
  • The functions and roles required to build a robust operational support and analysis service and to support each of the previously defined processes.
  • The use of technology to help improve and underpin ITIL OSA frameworks and processes.

Course Duration

The ITIL Managing Across the Lifecycle qualification has a duration of 6 hours, however we give you 12 month’s access to the course content meaning you can complete it at your own pace.


  • Multiple Choice
  • 8 questions
  • 40 marks available
  • 28 marks required to pass (70%)
  • Closed book
  • 90 minutes’ duration

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