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The Operational Support and Analysis (OSA) module is one of the certifications within the ITIL Service Capability workstream. This certificate focuses on the practical application of operational support and analysis practices to enable the management of the event, problem, request, access, incident, technical, IT operations, and application.
The target audience for the ITIL Operational Support and Analysis certification includes IT professionals, business process owners, and business managers. It also suits the individuals who have obtained the ITIL Foundation Certificate in IT Service Management and would like to advance to higher-level certifications. Other individuals who can find this option useful are the operational specialists who are involved in the incident management process, problem management process, request execution process, access management process, IT operations & application management, event management process, service desk management, and who want to improve their role-based capacity.
To apply for this certification, the candidates must already hold the ITIL Foundation Certificate in IT Service Management, which must be provided as documentary evidence to receive admission. Besides that, it is recommended that the intended individuals have familiarity with IT terminology and a good comprehension of Operational Support and Analysis in the framework of their own business environment. About 2-4 years of professional experience in IT service management will be an added advantage.
Exam Details
The exam required for obtaining the ITIL Operational Support and Analysis certification is a 90-minute closed book test that is made up of 8 questions. The questions are presented in the multiple-choice and scenario-based formats. The students will be offered 4 possible answer options, one of which is worth 5 marks, one of which earns 3 marks, one of which comes with 1 mark, and one of which is a distracter and earns no marks. To pass the exam with flying colors and qualify for the certificate, the applicants must score 28 marks out of 40 available, which is 70% of the whole content.
The ITIL Operational Support and Analysis certification can only be obtained as part of an accredited training course. Before attending the training, the individuals are strongly advised to complete a minimum of 12 hours of a personal study reviewing the ITIL Service Lifecycle key publications and, particularly, the ITIL Service Operation publication. The learners are required to complete at least 30 contact hours with an Accredited Training Organization or an accredited e-learning solution for the exam syllabus. To find a learning provider available in your region, use the search on the official webpage.
Exam Topics
The content of the ITIL ITILSC-OSA certification exam comprises of a wide range of topics that the candidates must cover before sitting for the test. The highlights of these subject areas are outlined below:
Within this domain, the applicants must demonstrate a full understanding of the Operational Support and Analysis (OSA) concepts & terms, including the value of OSA activities to the business and the lifecycle in the OSA context; the optimization of service operation performance.
This topic is developed to measure the candidates’ knowledge, interpretation, and analysis of event management principles, relationships, and techniques as well as their application to the operation of efficient service solutions. The specific knowledge covered includes the event management process design strategy, activities, components, and operation; effective event management as well as the provision of examples that demonstrate how it is used to guarantee service quality in the framework of the OSA practices; benefits as well as the business value gained from event management.
The competencies of the test takers evaluated within this subject area include their knowledge, interpretation, and analysis of the incident management techniques principles, and relationships as well as their application to the support & operation of efficient service solutions. They should learn the components, activities, and operation of the incident management process; measurement model as well as the metrics used to support incident management in the framework of the OSA practices; benefits as well as the business value gained from incident management.
Here the students must demonstrate the knowledge, interpretation, and analysis of the request execution principles, relationships, and techniques as well as their application to the support & operation of efficient service solutions. This includes their understanding of the request execution components, activities, and operation; measurement model as well as the metrics used to support request execution in the framework of the OSA practices; benefits as well as the business value gained from request execution in relation to OSA.
The focus of this unit is on one’s knowledge, interpretation, and analysis of the problem management principles, relationships, and techniques and their application. In particular, the learners must be conversant with the end-to-end procedure flow for problem management, including problem analysis methods, error detection, activities, components, and operation; measurement model as well as the metrics used to support problem management in the framework of the OSA practices; benefits as well as the business value gained from problem management.
The candidates should have expertise in the access management techniques, principles, and relationships, as well as their application to the support & operation of efficient service solutions. In particular, they must be familiar with the end-to-end procedure flow for access management process, including components, activities, and operation; measurement model as well as the metrics used to support access management in the framework of the OSA practices; benefits and the business value gained from the access management in relation to OSA.
The students must show their comprehension of the complete end-to-end procedure flow for the service desk function, including design strategy, activities, components, and operation, as well as any connection with other procedures or lifecycle phases. In addition, the candidates are required to understand the service desk validation components and activities (for instance, service desk organizational structures, role, challenges, issues safeguards, etc.) and how these elements are utilized to guarantee service quality within OSA. Lastly, they should be conversant with the measurement model as well as the metrics that would be used to support the service desk function in the framework of the OSA practices.
Within this module, the applicants must demonstrate their understanding of the end-to-end procedure flow for the OSA functions (including IT operations management, technical management, and applications management), roles within each OSA procedure as well as generic roles; benefits and the business value gained from the functions in relation to OSA.
The competencies required in this exam part include the technology requirements for the service management tools as well as their utilization within OSA for process implementation. The candidates should also be familiar with best practices for alleviating risks & challenges when implementing service management technologies.
Career Opportunities
After obtaining the ITIL Operational Support and Analysis certificate, the professionals can enjoy a variety of job opportunities. Some of the job roles that they can consider include a Configuration Manager, an Availability Manager, an IT Operations Manager, a Database Administrator, a Data Center Manager, a Problem Manager, an Incident Management Analyst, a Service Desk Manager, a Service Desk Analyst, a Network Operations Manager, and a Desktop Support Manager, among others. The certification also offers good prospects for an increase in income. Thus, holding the position of a Configuration Manager, the individuals can earn $88,431 per annum, while those in the role of a Network Operation Manager can make $89,000 per year.
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