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  • Durée: 5 jours
  • Prix régulier: Sur demande

ITIL® 2011 Operations Support Analysis (OSA) with exams

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:

  • The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it.
  • The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle.

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a free-standing 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 certificate is, to impart 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

Delivery Methods

This course may be delivered as part of our public class schedule at one of our facilities, as an onsite private class at your facility, or through our virtual classroom. Customization provides the opportunity to design a tailored training program that supports the organization most effectively while still getting the benefits of Technical & Industry Best Practices training. Our training experts will work closely with you to develop a training program based on your organization’s needs. To inquire about fees and delivery options please visit our website at:

Course and Learning Objectives

Candidates can expect to gain competence in the following areas:

  • The value to the business of OSA activities and 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 and measure the OSA processes, activities and functions to achieve operational excellence
  • 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 processes and roles included in:
  • Event management, defines detectable occurrences of significance for IT infrastructure management or the delivery of an IT service
  • Incident management, has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
  • Request fulfilment, fulfils a request providing quick and effective access to standard services to improve business productivity or the quality of business services and products
  • Problem management, prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
  • Access management, 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: Change management, Service asset and configuration management, Release and deployment management, Capacity management, Availability management, Knowledge management, Financial management for IT services , 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.

Course Approach

This capability course focuses on organizing Operational Support and Analysis activities. Participants will learn the principles and core elements along with the activities and technology & implementation considerations. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Operational Support and Analysis certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The integrated case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

Course Student Material

Students will receive an ITIL Operational Support and Analysis classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered


  • Course introduction
  • OSA course objectives
  • Service Operation purpose and objectives
  • Service Operation scope, processes, functions
  • Service Operation Value to the business
  • IT Service Management
  • Service Value
  • Value Creation
  • Combined effects of Utility and Warranty
  • Monitor and measure
  • Optimizing service performance
  • What is a process
  • Organizing ITSM
  • ITIL certification scheme


  • Purpose, objectives, scope, value
  • Principles, & Concepts
  • Activities, interfaces
  • Triggers, inputs and outputs
  • Informastion Management
  • Metrics, Challenges,
  • CSF’s and risks


  • Benefits, objectives
  • Responsibilities and structure
  • Staffing and metrics
  • Outsourcing


  • Purpose, objectives, scope, value
  • Principles, & Concepts
  • Activities, interfaces
  • Triggers, inputs and outputs
  • Informastion Management
  • Metrics, Challenges,
  • CSF’s and risks
  • Purpose, objectives, scope, value
  • Principles, & Concepts
  • Activities, interfaces
  • Triggers, inputs and outputs
  • Informastion Management
  • Metrics, Challenges,
  • CSF’s and risks


  • Purpose, objectives, scope, value
  • Principles, & Concepts
  • Activities, interfaces
  • Triggers, inputs and outputs
  • Informastion Management
  • Metrics, Challenges,
  • CSF’s and risks


  • Purpose, objectives, scope, value
  • Principles, & Concepts
  • Activities, interfaces
  • Triggers, inputs and outputs
  • Informastion Management
  • Metrics, Challenges,
  • CSF’s and risks


  • Service desk
  • Technical Management
  • IT Operations Management
  • Applications Management


  • Generic tool requirements
  • Evaluation criteria
  • Service Operation and Project Management
  • Challenges, CSF’s and Risks


  • Business Case study and exercises
  • Mock exams and rationale
  • Glossary
  • Forms

English and French

Legal notesThe ITIL® courses on this page are offered by ES3I, Affiliate of Quint Wellington Redwood, which is an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved
About Quint

Quint Wellington Redwood is a leading global independent boutique consulting firm dedicated to resolving IT-related organizational challenges. Operating in more than 49 countries and across four continents, Quint provides sourcing advisory, benchmarking, IT governance, IT service management, lean IT and architecture & security services to leading organizations from all industries, creating and implementing best practices worldwide. Quint was founded to help organizations get more out of IT; not by adding more or new technology, but simply by managing IT better. In its mission of “Dare to Challenge” Quint challenges itself and its clients to implement changes that deliver true results, outperform the competition and create a measurable return on investment. Quint’s vision is to reinvent not only its clients’ organizations, but also the consulting and education industry themselves. Quint provides solution providers and end-user organizations with the latest and best solutions in training and in courseware. Every year over 17,000 individuals choose Quint to fulfill their education needs. Our experienced instructors are recognized as thought leaders and for their outstanding teaching skills. Every Quint instructor has achieved the highest certification in their field of expertise and has undergone a rigorous internal certification before teaching a course. With our global reach you can be assured that, regardless of location, you will be receiving a consistent world-class education tailored to meet your needs.

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