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Exam Type : Multiple choice examination questions
Number of Questions : Eight questions per paper
Passing Marks : 28 marks required to pass (out of 40 available) - 70%
Time : 90 minutes duration
Closed book.

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle and specifically in the following key ITIL process, role and function areas:
• Event management
• Incident management
• Request fulfilment
• Problem management
• Access management
• Service desk
• Technical management
• IT operations management
• Application management

Learning Unit OSA01: Introduction to operational support and analysis
Blooms Level 2 Objectives – Full understanding of Operational Support and Analysis (OSA) terms and core concepts.
• The value to the business of OSA activities
• The lifecycle within the OSA context
• Optimizing service operation performance.
Learning Unit OSA02: Event management
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of event management principles, techniques and relationships and the application of them to the operation of effective service solutions.
• The event management process inclusive of its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes
• Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
• The benefits and business value that can be gained from event management. Learning Unit OSA03: Incident management Blooms Level 4 Objectives – The knowledge, interpretation and analysis of incident management principles, techniques and relationships and the application of them to the support and operation of effective service solutions.
• The incident management process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management within OSA practices
• The benefits and business value that can be gained from incident management. Learning Unit OSA04: Request fulfilment
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of request fulfilment principles, techniques and relationships and the application of them to the support and operation of effective service solutions
• The request fulfilment process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management within OSA practices
• The benefits and business value that can be gained from request fulfilment as related to OSA.
Learning Unit OSA05: Problem management
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of problem management principles, techniques and relationships and the application of them to the support and operation of effective service solutions.
• The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation including its organizational structure, as well as any interfaces with other processes
• A measurement model and the metrics that would be used to support problem management within OSA practices
• The benefits and business value that can be gained from problem management.

Learning Unit OSA06: Access management
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of access management principles, techniques and relationships and the application of them to the support and operation of effective service solutions.
• The end-to-end process flow for access management process inclusive of components, activities and operation including its organizational structure, as well as any interfaces with other processes
• A measurement model and the metrics that would be used to support access management within OSA practices
• The benefits and business value that can be gained from access management as related to OSA. Learning Unit OSA07: The service desk
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of service desk principles, techniques and relationships and the application of them to the support and operation of effective service solutions.
• The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases
• The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
• A measurement model and the metrics that would be used to support the service desk function within OSA practices.
Learning Unit OSA08: Functions and Roles
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of OSA principles, techniques and relationships and the application of them to the support and operation of effective service solutions
• The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• The roles within each OSA process and generic roles
• The benefits and business value that can be gained from functions as related to OSA.
Learning Unit OSA09: Technology and implementation considerations
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of technology and implementation and the application of them for the effective management of OSA.
• Technology requirements for service management tools and where/how they would be used within OSA for process implementation
• What best practices should be used in order to alleviate challenges and risks when implementing service management technologies

Exam Objectives | exam Outline
Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:
• The value to the business of OSA activities
• How OSA activities support the service lifecycle
• Optimizing service operation performance
• How the processes in OSA interact with other service lifecycle processes
• How to use the OSA processes, activities and functions to achieve operational excellence
• How to measure OSA
• The importance of IT security and its contributions to OSA
• Understanding the technology and implementation considerations surrounding OSA
• The challenges, critical success factors (CSFs) and risks associated with OSA
• Specific emphasis on the service operation lifecycle processes and roles included in:
o Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service
o Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
o Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to Excellerate their productivity or the quality of business services and products
o Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
o Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.
• Operational activities of processes covered in other lifecycle stages such as:
o Change management
o Service asset and configuration management
o Release and deployment management
o Capacity management
o Availability management
o Knowledge management
o Financial management for IT services
o IT service continuity management.
• Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.