ITIL ® Intermediate Capability Program: Operational Support and Analysis (OSA)

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Operational Support and Analysis Capability Program*


ITIL topics you will learn in this Accredited course?

The Operational Support & Analysis Certificate covers the following ITIL processes:

The Event Management Process Incident Management Problem Management
Request Fulfilment Access Management Technical Management
IT Operations Management Applications Management OSA Considerations

Is this course for you!

This intensive interactive course immerses learners in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Operational Support and Analysis of services and Service Delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course uses an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the AXELOS® Intermediate Level Certificate Operational Support and Analysis.

 Have any questions about what you may need? Send us an email at


Why should you train with The Art of Service 



The Art of Service is a world leading online learning company that helps anyone learn technology and business skills to achieve personal and professional goals.

Our Accredited eLearning Courses provide our students everything to best prepare you for the ITIL Exams with:  

 120px-crystal-clear-app-clean.png Accredited self paced online learning  120px-crystal-clear-app-clean.png  300+ page PDF Workbook Yours to keep (PDF download)
 120px-crystal-clear-app-clean.png Multimedia presentations to simulate the classroom experience  120px-crystal-clear-app-clean.png Downloadable resources so you can study on the go;
 120px-crystal-clear-app-clean.png End of module review questions to assess your content knowledge  120px-crystal-clear-app-clean.png A full 40 question sample exam to assist in your exam preparation
 120px-crystal-clear-app-clean.png 24/7 online access to your course. (Internet access required)  120px-crystal-clear-app-clean.png Access to trainers* and Discussion boards


Through individual, corporate, academic and government enrollments, members have access to the The Art of Service education library of engaging, top-quality courses taught by accredited and recognized industry experts.


What you need to Know!         



Pre-requisites needed before you start:

  • Hold an ITIL v3/2011 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
  • It is highly recommended that you read the Operational Support and Analysis book prior to commencement of this program.
  • Candidates must supply identification confirmation at the time of course registration

Contact Hours

The recommended minimum contact hours for the eLearning course is 21 but the benefit of eLearning is that you can move at a pace that best suits you. Our different access options allow you to tailor the learning experience to your learning needs. 


The program combines short presentations supported by accredited trainer audio.  There are exercises (marking scheme provided) to ensure learners are testing their knowledge and competency to enhance understanding of key concepts. Revision questions, study book, and a mock examination help to prepare for the multiple-choice AXELOS examination.

 About the Examination:

  • Evidence of ITIL v3/2011 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of the OSA Capability course from an Accredited Training Provider is required to sit the exam
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the OSA book in preparation for the examination.
  • The syllabus can be downloaded from from your course resources.
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
  • Pass score is 28/40 or 70%


Is this course accredited?

Yes! AXELOS/PeopleCert, the official ITIL accreditors, have accredited this course and the instructors who teach it as providing high-quality training in IT Service Management.




ITIL® is a registered trade mark of AXELOS Limited
AXELOS® is a registered trade mark of AXELOS Limited


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  • 5
    Great guide very helpful for osa exam prep.

    Posted by Unknown on 30th May 2015

    This is a great guide. I read it just 3 days before my osa exam and really helped me in achieving my cert. The questions are very useful for understanding and also very similar to real exam. Thank you very much.

  • 5
    Passed the exam

    Posted by Unknown on 30th May 2015

    I thought you would like to know I have taken and passed the exam. Thank you very much for your help in getting to this point.

    I will likely be taking the rest of the capabilities courses soon.

    I really enjoy the way your courses are put together and have been recommending it to my colleagues. Please pass my thanks to all the great folks at Art of Service. I look forward to working with you again in the near future.

    Thank you


  • 5
    Excellent reference for both exam takers and practitioners

    Posted by Unknown on 30th May 2015

    The complete package itself is an excellent reference for both exam takers and practitioners alike. The guide contains all you need to learn about Operational Support and Analysis and at the end provides you with practice exercises to help you understand how to use what you have learned in solving issues within Service Operation. Its an excellent way to learn and prepare for your ITIL certification.

  • 5
    I really enjoyed this course

    Posted by Unknown on 30th May 2015

    I have just completed the online course.

    I really enjoyed learning through your program. I would also like to commend the Art of Service Team for being so helpful in answering the questions that I had so quickly.

    I would definitely be back to take the rest of the other ITIL courses as soon as I have acquired my certificate.

    Thanks a lot


  • 5
    Great course...certification practically assured

    Posted by Unknown on 30th May 2015

    I discovered TAOS while searching the web for an online provider of ITIL training and I am glad I did. I wanted to take the OSA (Operational Support and Analysis) course since my job focused closely on change management and we were planning to launch new incident and problem management efforts very soon. I ordered the course and the exam prep. The course materials are nicely organized and specifically tailored to this certification. I especially like having a self-paced approach where I can study and review when and where I like. The sample questions and mock exam in the exam prep point out areas that need additional review and give you a sense of confidence when you walk into the exam room. I was pleasantly surprised at how easy it was to pass the exam on the first attempt.

    I decided to continue down the capability path and have since completed and passed the RCV and SOA courses also both on the first attempt. I am currently taking the 4th intermediate course (PPO) and am completely confident I will pass this one as well. It is very exciting to realize that achieving ITIL Expert certification quite within reach.