Why ITIL OSA ?
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 fulfillment
=> Problem management
=> Access management
=> Service desk
=> Technical management
=> IT operations management
=> Application management
Who could take up this course?
The target group of the ITIL Intermediate Qualification: Operational Support and
Analysis Certificate includes, but is not restricted to:
o IT professionals | Business managers | Business process owners
o 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
o 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
o Operational staff involved in event management process, incident
management process, request fulfillment 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
o Individuals seeking the ITIL Expert Certificate in IT Service Management
for which this qualification can be one of the prerequisite modules.
What are the pre-requisites to take up ITIL INTERMIDIATE Continual Service
Candidates wishing to be trained and examined for this qualification must already
hold the ITIL Foundation Certificate in IT Service Management which must be
presented as documentary evidence to gain admission
ITIL INTERMIDIATE Continual Service Improvement exam format?
Eight (8) multiple choice, scenario-based, gradient-scored questions. Each question
will have 4 possible answer options, one 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
Maximum 90 minutes for all candidates in their respective language
Candidates completing an exam in a language that is not their mother tongue have
a maximum of 120 minutes to complete the exam and are allowed the use of a
Closed book exam
Pass score 28/40 or 70%
|1||Introduction to Operation Support and Analysis||1 hr|
|2||Event Management||2 hr|
|3||Incident Management||2 hr|
|4||Request Fulfillment||2 hr|
|5||Problem Management||2 hr|
|6||Access Management||2 hr|
|7||Service Desk||2 hr|
|8||Functions and Roles||1 hr|
|9||Technology Implementation Considerations||1 hr|
|10||Summary exam preparation and direct studies||1 hr|
- An ITSM professional with ITIL Expert & Prince 2 Certification with nearly 12 years of experience in coordinating networking and IT projects, identifying problems as well as developing innovative solutions.
- Adept in installation, configuration, maintenance & troubleshooting of different operating systems, hardware (desktops, motherboard, laptops, printers, scanners & other peripherals), networking components, services and peripherals in multi-platform environments ensuring maximum uptime.
- Well versed in analyzing information system needs, evaluating end-user requirements, identifying & troubleshooting problems as well as developing innovative networking solutions for complex information systems management.