ITIL® Operational Support and Analysis Certification
5-day training course and certification exam, $2,995
5-day virtual (no travel) training course, $2,995


ITIL Operational Support and Analysis training course covers practical aspects of the ITIL Service Lifecycle and processes associated with operational support and analysis of service and its delivery. The course presents supporting methods and approaches to execute various operational-level activities including:

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Access Management
  • Problem Management
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management

The training is delivered in a practical, hands-on learning environment and an engaging case study-based approach is used to train and prepare participants for the certification exam at the end of the session.

Participants will learn:

  • Service Operation Principals
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
  • Processes across the Service Lifecycle relating to Operational Support and Analysis
  • Operational activities of processes covered in other lifecycle phases such as:
    • Change Management
    • Configuration Management
    • Release and Deployment Management
    • Capacity Management
    • Availability Management
    • Knowledge Management
    • Financial Management for IT services
    • IT Service Continuity Management
  • Common Service Operation activities related to Service Operation and Support
  • Roles and responsibilities within Service Operations and Support Service Operation
  • Technology and its Implementation Considerations
  • Challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis

Who Should Participate

  • CIOs, CTOs, managers, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle
  • Professionals responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
  • Individuals seeking the ITIL Expert™ in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert™ is a prerequisite


The ITIL Foundation Certification in IT Service Management - obtained through ITIL Foundation course or Foundation Bridge Course


Our instructors are experienced IT professionals and hold either the "ITIL Experts™" or the OSA certification, or both. Only the finest quality, accredited content is used.


Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice questions leads to the ITIL Intermediate certificate in Operational Support and Analysis.

Prior to the class participants are expected to study by reviewing the ITIL Service Operation (2011 Edition, ISBN 9780113313075) publication. The ITIL® books are not included with this course and must be purchased separately.

Registration Fees

Both classroom training and virtual (online) training formats are available.

The per student registration fee for the classroom session is $2,995, and includes:

  • 5 days of instructor led training and exercises
  • Course manual (excellent post-class reference)
  • Exam preparation
  • Certification exam

The registration fee for virtual training session is $2,995.

Classoom training begins at 8:30 AM each day and concludes at 4:30 PM unless otherwise directed. Please arrive early on the first day to sign-in and meet fellow attendees. If you register less than one week in advance of a class, please bring your confirmation letter. Business casual attire is appropriate. For information on virtual training session start and stop times, refer to the course schedule below.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule
May 13-17, 2019 8:30 AM-5:30 PM ET Virtual Classroom
Jun 10-14, 2019 9:30 AM-6:30 PM ET Virtual Classroom
Jun 17-21, 2019 11:30 AM-8:30 PM ET Virtual Classroom
Jul 8-12, 2019 8:30 AM-5:30 PM ET Virtual Classroom
Jul 29-Aug 2, 2019 8:30 AM-5:30 PM ET Virtual Classroom
Aug 26-30, 2019 9:30 AM-6:30 PM ET Virtual Classroom
Sep 9-13, 2019 Washington, DC Arlington Offices
Sep 9-13, 2019 8:30 AM-5:30 PM ET Virtual Classroom
Sep 23-27, 2019 11:30 AM-8:30 PM ET Virtual Classroom

For more ITSM, ITIL, help desk and field support training options, visit the Help Desk, ITIL, and Support Center Calendar.

RCCSP Alliance Members: ITIL Authorized Training Organizations (ATOs) and Affiliates (ATAs)

All RCCSP Professional Education Alliance ITIL training courses are taught by Accredited ITIL Trainers meeting the ITIL trainer criteria set by the ITIL Qualification Board. Accreditation qualifications include, but are not limited to:

  • Training experience
  • Experience in the IT service management field
  • Specific education / certificate requirements depending on the level of ITIL qualification that will be delivered.

Only Accredited ITIL training materials developed by Accredited ITIL Authorized Training Organizations are used in the classroom. The complete list of RCCSP Professional Education Alliance ITIL Authorized Training Organizations and Authorized Training Affiliates participating in RCCSP schedules can be found here.

ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.

Dates, Locations and Registration

Recommended Follow-on Courses:
ITIL Service Lifecycle: Service Transition

ITIL Service Lifecycle: Service Design

ITIL Service Lifecycle: Service Operation

ITIL Service Lifecycle: Continual Service Improvement

ITIL Service Lifecycle: Service Strategy

ITIL Service Capability: Service Offerings & Agreements

ITIL Service Capability: Release, Control, and Validation

ITIL Service Capability: Planning, Protection, and Optimization

ITIL: Managing Across the Lifecycle

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   w ITIL
   w Help Desk

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Seminar provider is not responsible for losses due to cancellation.  In all circumstances, seminar provider's liability shall be limited to fees received.

Seminar agenda and assigned instructors are subject to change.

Public Training Terms & Conditions

Payment is due prior to the seminar.

Public seminar cancellation policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund.  Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400.  Registrations may be transferred to another member of your organization at no additional charge.  As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.  Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.
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