Ashford Global IT
1800 Pembrook Dr. Suite 300
Orlando, Florida 32810
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The Basics of ITIL® V3 Operational Support and Analysis
The ITIL® V3 Operational Support and Analysis (OSA) module is part of the ITIL V3 Capability Stream. Those who successfully complete this course and pass the associated certification exam will earn 4 credits toward their ITIL V3 Expert qualification. The ITIL V3 OSA training course focuses on imparting, testing, and validating candidates’ knowledge on industry practices in Service Management.
The ITIL V3 OSA Certification course provides a better understanding of the Operational Support and Analysis processes. The skills and processes taught in this training course are most helpful in the following areas:
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
Knowledge and Skills
The ITIL V3 OSA Certification course provides candidates with the appropriate skills and knowledge that are vital for a successfully implemented IT Service Management (ITSM). Using ITIL best practices ensures that the organizational ITSM is performing at its maximum capabilities. For implementing such an IT infrastructure, one needs a specific set of abilities, which can be achieved through the ITIL V3 OSA Certification course. Throughout this course, the candidate will acquire the following competencies and knowledge:
- A better understanding of the Service Lifecycle
- A better and practical understanding of Service Management
- A clear idea of Service Operations, its roles, principles, purposes, and objectives
- The importance of Operational Support and Analysis
- The integration of OSA processes within the Service Lifecycle
- Preventing various problems through Problem Management
- Granting service rights to authorized users using Access Management
Prerequisites and Examination
A candidate for the ITIL V3 Operational Support and Analysis Certificate must have preliminary knowledge of basic ITIL concepts and terminologies. Therefore, it is necessary to hold an ITIL V3 Foundation Certification or an ITIL V2 Foundation Certificate and a V3 Foundation Bridge Certificate. Other requirements which make candidates eligible for the certification exam include:
- 30 contact hours of instruction from an Accredited Training Organization or an accredited e-learning solution
- Two to four years of professional experience in IT Service Management (recommended but not mandatory)
- A minimum of 12 hours of personal study in order to prepare for the exam (recommended but not mandatory)
The ITIL V3 OSA Certification examination consist of eight scenario-based multiple choice questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The passing score for this 90-minute exam is 28 marks out of 40 or 70%. Once the candidate passes the test, he or she is awarded the ITIL V3 OSA Certification.
ITIL at Ashford Global IT
One of the requirements of the Operational Support and Analysis Certification exam is 30 hours of instruction. Ashford Global IT (AGIT) is ready to take on that task and help certification candidates gain the skills and knowledge necessary to pass the exam. With guidance from AGIT’s expert staff and various learning activities taking place in class, those applying for the ITIL V3 OSA Certificate are promised a passing score at the very least.
