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ITIL Operational Support and Analysis Certificate (ITILOSA)

Intermediate ITIL capability module leading to ITIL Expert in IT Service Management

Chameleon offers the full portfolio of accredited IT Service Management training leading to all examinations in the new ITIL Qualifications scheme


4 days including 90 minute ITIL Operational Support and Analysis multiple choice scenario based examination.

Course Code

Credits Awarded

Public Course Price
£ 1100.00 plus VAT including examination

Target Group

  • Operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management
  • Operational staff involved Service Desk, Technical Management, IT Operations Management and Application Management
  • Individuals wishing to advance to higher level ITIL qualifications
  • Individuals who require a deeper understanding of Operational Support and Analysis processes
  • All IT Professionals, business managers and business process owners


  • Understand the importance of Service Management as a practice concept
  • Understand Service Operation principles, policies, procedures, purpose and objective
  • How all processes in Operational Support and Analysis interact with the Service Lifecycle
  • How the processes, activities and methods and functions are used in Operational Support and Analysis
  • How to use Operational Support and Analysis to achieve operational excellence
  • How to measure Operational Support and Analysis
  • The importance of IT Security and its contributions to Operational Support and Analysis
  • Understand the technology and implementation considerations
  • The challenges, critical success factors and risks associated with Operational Support and Analysis
  • Undertake the new ITIL Operational Support and Analysis examination

Pre Requisite
Existing holders of ITIL Foundation Certificate plus Bridge Certificate

Operational Support and Analysis Examination Course Content

  • Introduction to Operational Support and Analysis
  • Event Management
  • Incident Management
  • Problem Management
  • Request Fulfilment
  • Access Management
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Applications Management
  • Facilities Management
  • Technology and Implementation considerations

Course Documentation
Chameleon as an Accredited Training Organisation (ATO) will provide for each candidate all course documentation, new Service Operation quick reference guides, new ITIL glossary of terms, sample papers and access to all new AXELOS publications in readiness to undertake the ITIL Operational Support and Analysis examination.

Examination and Certification
Candidates will undertake Eight (8) multiple choice, scenario based, gradient scored questions in the 90 minute closed book examination. The 90 minute multiple choice examination is undertaken in the afternoon at the end of the four day course. A pass mark of 70% is required in order to be awarded the ITIL Operational Support and Analysis Certification and 4 credits.

Examination Results
The results will be received directly by candidates approximately 2-3 weeks following the examination.

Course booking hotline + 44 (0) 113 289 2332
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