ITIL® 2011: Intermediate - Operational Support and Analysis (OSA)


overall satisfaction for this course

?Average calculated from scores obtained from 66 participants who took this course.
  • Duration 4.5 days
  • Regular fee 3 100
  • Preferential fee 2 790?
  • Locations

Accreditation and partners association

  • Project Management Institute 30 PDU


To provide the knowledge and skills required to define the key activities of the support and analysis processes in the framework of service life cycles, to master the operations, activities and functions of operational support and analysis.

Targeted audience

Anyone interested in obtaining the Intermediate ITIL® certification in Operation Support and Analysis.


ITIL® 2011 Foundation Certification or ITIL®V3 Foundation Certification or having passed the upgrade exam from V2 to V3 (Course TI111). It is also strongly recommended that candidates read the principal ITIL publications on the life cycle of services, and particularly "Service Operations" (2011 edition) before beginning the training for certification.

Customer Testimonials

Helped me to better understand the growth of IT in my organization.

Etienne S. / Superviseur 2e ligne, Atelier de production, Défense nationale et les Forces armées canadiennes


  • •Event management
  • •Incident management
  • •Fulfilling requests
  • Handling problems
  • Managing access
  • The service center
  • Technical management
  • Managing IT operations
  • Managing applications
  • Each discipline will be covered by focusing on the following points
  • Goals and objectives
  • Basic concepts
  • The process model and its activities
  • The values of the process
  • Roles and responsibilities
  • Key metrics, challenges, critical success factors and risks
  • Preparing for the exam
  • Exam

General Note

The course sessions last from 8:30 AM to 5:30 pm.

Material Note

The course material is based on the APMG syllabus: ITIL V3 Intermediate Qualification Operational Support and Analysis Certificate v5.4.

Exam Note

Practice exams: practice exams provided by APMG will be distributed to participants in order to help them prepare for writing the certification exam.

Legal Note

“ITIL® is a registered trade mark of AXELOS Limited.” “IT Infrastructure Library ® is a registered trade mark of AXELOS Limited.” "The Swirl logo™ is a trade mark of AXELOS Limited.” "Accredited ITIL® training is provided by Qualiti7 International, a LCS Accredited Training Organisation." "The Swirl logo™ is a trade mark of the Cabinet Office.” "Accredited ITIL® training is provided by Qualiti7 International, a LCS Accredited Training Organisation"

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Only private sessions of this course are currently available (8 participants minimum).

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