ITIL Operational Support and Analysis (OSA) Certification Online Course

ITIL Operational Support and Analysis (OSA) Full Certification Online Learning and Study Book - 3rd Edition | taught by The Art of Service Team

Course description

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

To enhance your learning experience:

  • Add the Exam Preparation Course
    • Additional scenarios and exam questions as well as a second AXELOS approved sample exam, giving you added resources to feel confident in sitting the exam.
  • Include the ITIL Intermediate exam voucher.
    • Self-booking exam
      • You can always purchase your voucher once you have completed the course via our eLearning platform. For those confident and ready to take the exam our self booking exam voucher offers a low cost option for our students. 
      • PLEASE NOTE: This is an online exam only.

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:

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


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


The Art of Service Team
The Art of Service Team
eLearning Support

The Art of Service has a team dedicated to your learning success! Our eLearning support team is available 7 days per week for ongoing support and to answer your course related questions.

Course Curriculum

OSA Course
Candidate ID Form - Must be Completed
ITIL OSA Complete Certification Kit Workbook
ITIL Qualification Scheme and Map
Welcome to OSA Program
Introduction to OSA Part 1
Introduction to OSA Part 2
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Event Management
ITIL OSA Mod 4 Event Mgt Part 1
ITIL OSA Mod 5 Event Mgt Part 2
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Incident Management
Incident Mgt Part 1&2
Incident Management Part 3
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Problem Management
Problem Management Part 1
Problem Management Part 2
Problem Management Part 3
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Request Fulfillment
Request Fulfillment Part 1
Request Fulfillment Part 2
Request Fulfillment Part 3
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Access Management
Access Management
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Service Desk
Service Desk Part 1
Service Desk Part 2
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Other OSA Functions
Technical Management
IT Operations Management
Applications Management
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OSA Considerations
Common Service Operation Activities
Technology Considerations
Service Management Tools
Plan & Implement Service Management Technologies
Continual Service Improvement Considerations
OSA Summary
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Exercises and Marking Guide
Marking Guides
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Exam preparation and Information
Preparation for your Exam
Exam Preparation
Course Evaluation Form
Purchase the Exam Voucher Here
OSA Sample Exam
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Additional Resources
Additional Resources
Course Notes - Script
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"ITIL® is a Registered Trade Mark of the AXELOS Limited". "The Swirl logo is a Trade Mark of the AXELOS Limited". | "AXELOS® is a registered Trade Mark of AXELOS, limited" 2016