ITIL® Capability Course OSA - Operational Support and Analysis

Our classes are always live and instructor led from our Exton, PA or EPIC Partner locations. Springhouse AnywhereLive options require Internet Access. Select classes are Guaranteed to Run (GTR). View our complete schedule policies.






Long gone are the days where the datacenter was in the basement and the "helpless desk" was a necessary evil. Today, businesses are irreversibly dependent upon their technology, and real dollars are lost when those services are not available. This (5) five-day ITIL Capability Course - Operational Support and Analysis (OSA) - provides the best practice process knowledge required to monitor, deliver and support the IT services required to meet the business' needs, while preventing and reducing the costs of outages and lost productivity.

Embedded into this course is our unique virtualization, Living the Lifecycle®. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle successfully enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL concepts
  • Apply concepts to a "neutral" real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Intended Audience

The primary audience is:

  • IT/Business Professionals and Process Owners requiring deep role-based knowledge of the OSA processes
  • Individuals seeking to achieve the ITIL Master or ITIL Expert™ Certification

At Completion

​Upon successful completion students will understand:

  • Service Management as a Practice
  • Service Operation principals
  • Operational Support and Analysis (OSA) processes
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Operational activities of the processes covered in other lifecycle phases
  • Service Operation roles, responsibilities and functions including Service Desk,Technical, IT Operations and Application Management
  • Technology and implementation considerations
  • Challenges, Critical Success Factors and risks


Candidates for this course have:

  • Prerequisite Certification must be Provided Prior to Class Start
  • ITIL Foundation – obtained through ITIL Foundation or Bridge Course


  • 2 to 4 years IT Service Management experience
  • A minimum of 12 hours of personal study

Exams & Certifications

​Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice, scenario-based questions, leads to the ITIL Intermediate Certificate.


  • ​Access to pre-course recorded training
  • Reviews key ITIL Foundation concepts
  • Describes pre-class reading and assignments
  • Provides tips for exam preparations
  • Learner Manual (excellent post-class reference)
  • Study Aids and Sample Exams, Exam Preparation
  • Participation in a Unique Series of Case Study-Based Exercises - Living the Lifecycle
  • In-Class Examination

Course Outline



ITIL® Capability Course OSA - Operational Support and Analysis® Capability Course OSA - Operational Support and Analysis

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Springhouse Education & Consulting Services

Corporate HQ:Eagleview Corporate Park
707 Eagleview Boulevard
Suite 207
Exton, PA 19341

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