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The ITIL Operational Support and Analysis course examines in-depth the concepts, processes and methods provided for in a series of processes in the Service Lifecycle, in particular those useful for the supply and management of services in production (Service Operation phases of the Service Lifecycle).

ITIL OSA online course details
  • 25 lessons
  • 13 hours of video
  • 21 hours to complete the course
Online course format and characteristics
  • Access 24/7
  • Access to the e-learning system, help included, and to all the material (videos, documents) in English
  • Videos for all the lessons recorded by accredited teachers
  • Documents with detailed content (slides, explanations) for every lesson that can be downloaded in PDF format
  • Online exercises with the chance to submit a solution proposal
  • Answers to the online exercises and corrections of the solutions
  • Mid course quiz with immediate online correction
  • Two official mock exams
  • Final lesson on how to approach the exam
  • For further information on online courses, please click here





Individual price


Access duration of the course

120 days


To access the free demo of this course and all the other available demos, click here.




Issue, test and validate the knowledge of best practices in Service Management, as documented in major publications of the ITIL Service Lifecycle

Who it is aimed at

IT professionals who want to learn about and apply the processes of operational support & analysis and understand how this phase can be carried out to guarantee the quality of the IT Services offered. The course may also be of interest to those intending to obtain the Expert or Master level qualification.


The ITIL Operational Support and Analysis course will look, in accordance with the provisions of the official program, at the following topics:

  • Event management
  • Incident management
  • Request fulfilment
  • Problem management
  • Access management
  • Service desk
  • Technical management
  • IT operations management
  • Application management

To view the detailed course programme for ITIL Operational Support and Analysis please download this pdf 


To be able to take part in the ITIL Operational Support and Analysis course, you must have one of the following certificates:

  • ITIL Foundation (2007 o 2011)
  • ITIL v2 Foundation + v3 Foundation Bridge

After having purchased and paid for the course, they will be asked to send one of these certificates.

The following are also advisable:

  • between 2-4 years experience in the field of IT Service Management
  • knowledge of ITIL Operational Support and Analysis management in your own organisation.

Teacher language


Material course language


Attendance certificate

With this option you can request to receive the official attendance certificate, available in electronic format (pdf) or paper format (shipping included).

For further information, please contact us.

ITIL® Operational Support and Analysis 120d without exam (english) online course in English provided by iLEARN Innovative Learning