ITIL® Operational Support and Analysis (OSA)
IT professionals/Business managers/Business process owners
Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
Introduction to operational support and analysis
The service desk
Functions and Roles
Technology and implementation considerations
Duration: 90 minutes
Number of questions: 40 (Multiple Choice)
Pass mark: 28/40 or 70%
Open book: No
Electronic equipment: No
Available languages: English, Brazilian Portuguese
ITIL® Foundation certification.
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