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ITIL Intermediate Module - Operational Support and Analysis

The Operational Support and Analysis (OSA) module is one of the qualifications 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 qualification 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.

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.

Coming soon!

CUPE is currently improving this ITIL module. Please contact us for up to date details on this course.

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