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ITIL® Operational Support & Analysis - Video Training Course

4.8( 18 REVIEWS )


ITIL Operational Support and Analysis (OSA) focuses on the practical operation of OSA practices to enable event, incident, request, problem, access, technical, IT operations and application management.

The ITIL® Operational Support & Analysis – Video Training Course will teach you how to manage the everyday operation of IT services and obtain a better understanding of how to implement the ITIL processes that will enable them to deliver and support services to customers. Throughout the course, you will learn about the common OSA activities and service operation process. The course is sub-divided into several sections that include Service Operation Process, OSA Common Activities, Service Operation Functions, and the ways of implementing and organizing OSA.

The ITIL® Operational Support & Analysis – Video Training Course will prepare you with the practical knowledge for ITIL Service Operation. The course will help you for the ITIL Intermediate Certificate: Operational Support & Analysis.

Assessment & Certification:

To achieve a formal qualification, you are required to book an official exam separately with the relevant awarding bodies. However, you will be able to order a course completion CPD Certificate by paying an additional fee.

  • Hardcopy Certificate by post – £19
  • Soft copy PDF via email – £10


Our ITIL® Operational Support & Analysis – Video Training Course is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation.

Career Path

After completing this course you will be able to build up accurate knowledge and skills with proper confidence to enrich yourself and brighten up your career in the relevant job market.

Course Curriculum

Course Introduction
Course Organization FREE 00:07:00
Course Conventions & Agenda 00:06:00
Introduction to Operational Support & Analysis
Service Operation 00:09:00
Principles of OSA 00:19:00
OSA Summary 00:02:00
Service Operation Processes
Event Management 00:45:00
Incident Management 00:36:00
Request Fulfillment 00:22:00
Problem Management 00:42:00
Access Management 00:22:00
Operational Activities of Other Lifecycle Processes 00:10:00
Service Operation Processes Summary 00:04:00
OSA Common Activities
Common Activities 00:09:00
OSA’s Common Activities 00:14:00
Common Activities Summary 00:02:00
Service Operation Functions
Service Desk Function 00:14:00
Technical Management Function 00:09:00
IT Operations Management 00:10:00
Application Management Function 00:14:00
Service Operation Functions Summary 00:03:00
Organize & Implement
Organizational Structures 00:08:00
Roles & Responsibilities 00:16:00
Technology Considerations 00:15:00
Implementing OSA 00:15:00
Organize & Implement Summary 00:05:00
Workbooks – ITIL® Operational Support & Analysis – Video Training Course 00:00:00
Mock Exam
Mock Exam- ITIL® Operational Support & Analysis – Video Training Course 00:20:00
Final Exam
Final Exam- ITIL® Operational Support & Analysis – Video Training Course 00:20:00

Course Reviews


18 ratings
  • 5 stars15
  • 4 stars3
  • 3 stars0
  • 2 stars0
  • 1 stars0
  1. Louise Cox


    Better than what i expected. Totally satisfied.

  2. Freya Abbott


    Excellent! I hope other courses are as good as this one!

  3. Ben Savage


    Rarely you get to see such detailed courses online. I am thrilled.

  4. Sam Woodward


    One of the best online courses i have ever taken.

  5. Molly Lyons


    I am sold. An impressive course!

  6. Scarlett Faulkner


    Undoubtedly, an affortable way of attaing knowledge!

  7. Riley Gould


    A very important course on Service Improvement

  8. Mason Baker


    The online MCQ was challenging and fun. You can see your result instantly! I can’t believe i aced it!

  9. Katie Simmons


    This is one of the ideal courses i have ever taken.

  10. Patrick Barry


    A top-notch course!

  11. Yasmin Whitehead


    Don’t think twice before taking this course. Just go for it!

  12. Maisie Bryan


    There can’t be a better way of learning than this platform. So thankful.

  13. Jessica Gordon


    The content of this course is very simple to understand. I made the right decision to take this course. So ecstatic.

  14. Katie Kent


    It’s a bargain! Can’t express my gratitute towards John Academy

  15. Courtney Johnson


    I couldn’t be happier after finding this course in my favorite website!

  16. Samantha Blake


    Thoroughly enjoyed this journey of learning!

  17. Luca Davison


    This course was totally worth the money.

  18. Rhys Wallis


    A very detailed course. There’s nothing else that you need.




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