Course Description

ITIL® Intermediate: Operational Support & Analysis (OSA)

Global Edulink


The ITIL® Intermediate: Operational Support & Analysis is one of the certificates in the ITIL scheme. The course provides in-depth knowledge on how to improve IT Service Management in everyday operations and to gain a thorough understanding of how to implement ITIL processes and enhance services to customers. The course is based on best practice guidance and will touch on issues related to people, procedures, relationships and infrastructure technology.  The key role is to focus on practices to enable event, request, incident, problem and application management.

The ITIL® Intermediate: Operational Support & Analysis course introduces learners to operational support and analysis and service operation processes.

The ITIL® Intermediate: Operational Support & Analysis course teaches learners how functions are mapped according to various roles and responsibilities. The Service Operation module is worth 4 credits to achieve the minimum of 17 credits required before the final step of ITIL Expert Level. The course is globally recognised and accredited to a training organisation and learners will be issued an internationally recognised qualification following full completion of the ITIL® Intermediate: Operational Support & Analysis course.

Why study at Global Edulink?

Global Edulink offers the most convenient path to gain recognised skills and training that will give you the opportunity to put into practice your knowledge and expertise in an IT or corporate environment. You can study at your own pace at Global Edulink and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules and free resources which include Free CV writing pack, free career support and course demo to make your learning experience more rewarding and enriching.

Course Curriculum

➤ Module 01: Course Introduction – Vo

1.0 Lesson: Course Organization

2.0 Lesson: Course Conventions & Agenda

➤ Module 02: Introduction To Operational Support And Analysis

1.0 Lesson: Service Operation

2.0 Lesson: Principles Of Osa

3.0 Lesson: Osa Summary

➤ Module 03: Service Operation Processes

1.0 Lesson: Event Management

2.0 Lesson: Incident Management

3.0 Lesson: Request Fulfillment

4.0 Lesson: Problem Management

5.0 Lesson: Access Management

6.0 Lesson: Operational Activities Of Other Lifecycle Processes

7.0 Lesson: Service Operation Processes Summary

➤ Module 04: Osa Common Activities

1.0 Lesson: Common Activities

2.0 Lesson: Osa’s Common Activities

3.0 Lesson: Common Activities Summary

➤ Module 05: Service Operation Functions

1.0 Lesson: Service Desk Function

2.0 Lesson: Technical Management Function

3.0 Lesson: It Operations Management

4.0 Lesson: Application Management Function

5.0 Lesson: Service Operation Functions Summary

➤ Module 06: Organize And Implement – Vo

1.0 Lesson: Organizational Structures

2.0 Lesson: Roles & Responsibilities

3.0 Lesson: Technology Considerations

4.0 Lesson: Implementing Osa

5.0 Lesson: Organize & Implement Summary

Access duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course.  The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Who is this course aimed at?

  • The course is aimed at IT Operations Manager.
  • Database Administrator
  • Availability Manager
  • Problem Manager
  • Individuals working in roles within service based business models who want to enhance their knowledge of concepts, functions and processes related to service operation.

Method of assessment

At the end of the ITIL Intermediate: Operational Support & Analysis course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.


Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate: Operational Support & Analysis.

Awarding Body

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.


College Name Global Edulink
Course Category Computers & IT (Information Technology), Information Technology
Course Type Online Learning
Course Location Athlone, Westmeath, Dublin, Ireland
Course Fee 249
Course Duration 365 Days
Entry Requirements The course requires that learners have an understanding of the ITIL Foundation course.
Career Path Once you successfully complete ITIL Intermediate: Operational Support & Analysis you will be qualified to work in the following positions. The ITIL qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to is given below. • IT Operations Manager – (average UK yearly salary: £45,830) • IT Security Manager – (average UK yearly salary: £50,201) • Database Administrator – (average UK yearly salary: £29,937) • Configuration Manager – (average UK yearly salary: £37,147) • IT Project Manager – (average UK yearly salary: £42,385) Others Jobs you can get • Network Support • System Software • Application Support Common Career Paths For Information Technology (IT) Manager
For information about Global Edulink, please visit our college page on by clicking here.

Course Provider

Global Edulink

CityPoint, 1 Ropemaker Street, London, EC2Y 9HU, Dublin, United Kingdom

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