ITIL Operational Support & Analysis Training

ITIL Operational Support & Analysis Training

  • Overview:

Successful implementation of ITIL Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction. In this course, you learn how to plan, implement and optimize the Operational Support and Analysis processes and gain the skills required to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam in ITIL Operational Support and Analysis.

  • Objectives
  • Managing incidents and events in the provision of IT services
  • Returning to normal operations
  • Providing quick and effective access to standard services
  • Eliminating recurring incidents and minimizing unpreventable incidents
  • Prepare for and take the ITILs Intermediate Qualification: Operational Support and Analysis Exam
  • Outline key activities for the Operational Support and Analysis processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Operational Support and Analysis processes, activities and functions
  • Evaluate the success of Operational Support and Analysis by applying key metrics

  • You Will Learn How To:

  • Prepare for and pass the ITIL Operational Support and Analysis (OSA) Exam
  • Outline key activities for ITIL OSA processes
  • Achieve operational excellence by applying ITIL OSA processes
  • Verify the success of OSA by evaluating challenges, critical success factors and risks

  • Pre-requisites
ITIL Foundation Certificate in IT Service Management and completion of an accredited Course from an ITIL Accredited Training Provider.

  • Exams

Type: 8 Complex Multiple choice, scenario based questions
Duration: 90 minutes.
Proctored: Yes
Open Book: No
Pass Score: 70%, 28 out of 40
Delivery: Online

ITIL Operational Support & Analysis Training                            Duration :- 5 Days

  • Introduction and Overview

Service management as a practice

The service value proposition

Optimizing operational service performance

The role of OSA processes in the lifecycle

How OSA supports the service lifecycle

  • Core Service Operation Processes

Event management

The purpose, goal and objectives of event management

Triggers, inputs, outputs and the process interfaces

Using critical success factors to check effectiveness

Employing active and passive monitoring tools

Incident management

Managing the incident lifecycle

Identifying process activities, methods and techniques and how they relate to the service lifecycle

Interaction with design services

Incident management involvement

Request fulfillment

Scope of the processes

The policies, principles and the request model concept

Dealing with service requests from users

How KPIs can verify effectiveness and efficiency of the request fulfillment process

Problem management

The objectives of the problem management process

Managing the lifecycle of problems

Value to the business and the service lifecycle

Identifying triggers, input and output to other processes

Analyzing critical success factors to check efficiency

Access management

Policies, principles and basic concepts

Managing authorized user access

Distinguishing access management and information management

Executing security and availability management policies

Challenges and critical success factors

Verifying effectiveness and efficiency

  • Service Desk

Establishing the service desk objectives

Organizational structures and staffing options

Providing a single point of contact

Measuring effectiveness and efficiency

Impact of service desk on customer perception

Reasons and options for outsourcing the service desk

  • Service Operation Functions

Functions of technical management, IT operations management and application management

How the functions contribute to OSA

Identifying the roles of each function

Distinguishing the objectives of each function

Analyzing the function’s activities

  • Technology Considerations

Generic technology requirements

Evaluation criteria for technology and tooling for process implementation

Planning and implementing service management technologies

Assessing and managing the project, risk and staffing for process implementation

Identifying the critical success factors and risks related to implementing practices and processes

  • Implementation Considerations

Managing change in service operation

Examining implementation aspects of service operation and project management

Assessing and managing risk in service operation

Operational staff considerations in service design and transition

How to plan and implement service management technologies

You can enroll for this classroom training online. Payments can be made using any of the following options and receipt of the same will be issued to the candidate automatically via email.

1. Online ,By deposit the mildain bank account

2. Pay by cash team training center location

Highly qualified and certified instructors with 20+ years of experience deliver more than 200+ classroom training.
Venue is finalized few weeks before the training and you will be informed via email. You can get in touch with our 24/7 support team for more details. Contact us Mob no:- 8447121833, Mail id:  [email protected] . If you are looking for an instant support, you can chat with us too.
We provide transportation or refreshments along with the training.
Contact us using the form on the right of any page on the mildain website, or select the Live Chat link. Our customer service representatives will be able to give you more details.

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