Welcome to ONLC Training Centers

ITIL Capability Operational Support and Analysis (OSA) Course Outline

 (5 days)

This five-day hands-on program leads to a Certificate in ITIL Service Capability Management – Operational Support and Analysis. The Service Capability series is focused on role-based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within ITIL IT Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use. The Operational Support and Analysis subject areas are:

Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Service Desk
Technical Management
IT Operations Management
Application Management

Who Should Attend?
The Service Capability series will be of interest to candidates who wish to be certified in a deep level understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum; however the primary focus is the process activities, execution and use throughout the Service Lifecycle.

Job Roles include:

Service Desk personnel and management
Technical Support personnel and management
Data Center Operations personnel and Management
Security Operations personnel and Management
Application Support personnel and Management
Project and Program Managers looking to better integrate Operational Readiness

Special Note to New Hampshire Residents
This course has not yet been approved by the State's Department of Education. Please contact us to get an update as to when the class should be available in New Hampshire.

ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.

An optional eight-question, ninety-minute, closed book, multiple choice, multi-part, scenario based examination is administered by an independent proctor at the end of the course. Certification is through ACQUIROS. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam. Each student will be awarded three credits towards ITIL Expertฎ certification upon successful completion of the exam.

Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.

Credits Earned
4 ITIL Expert Credits
38 PDU Credits

Related Courses
ITIL Certification – Service Capability – Release, Control & Validation (RCV)
ITIL Certification – Service Capability – Service offerings & Agreements (SOA)
ITIL Certification – Service Capability – Planning, Protection & Optimization (PPO)
View outline in Word


Attend hands-on, instructor-led ITIL Capability Operational Support and Analysis (OSA) training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Courses and select the one that's right for you.

Microsoft Gold Partner
Class Dates
(click date for class times)
(click Enroll for locations)

Fee:  $2895
Need a price quote?

Follow the link to our self-service price quote form to generate an email with a price quote.

Email Alert

Receive an email when this class is available as "Ready to Run" or "Early Notice" status.

Attend from your office or home

If you have high-speed internet and two computers you can likely take this class from your office or home.

Need a class for a group?

We can deliver this class for a private group at your location. Follow the link to request more information.

Attend computer classes from ONLC Training Centers Request a copy via mail


Class Format
Class Policies
Student Reviews

Bookmark and Share

First Name

Last Name