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ITIL® Operational Support & Analysis (OSA)

A five day OSA training. It is a combination of numerous practical exercises with a big dose of knowledge about day to day maintenance of IT infrastructure and managing IT services in the phase of their exploitation.


One of the following ITIL® Foundation certificates:

  • 2011
  • V3
  • V2 i ITIL® Foundation Bridge
  • In-depth understanding of the ITIL® processes and roles needed to deliver and daily support of the IT services and infrastructure
  • Enabling participants to master the key ITIL® processes needed for the ongoing maintenance and monitoring of IT services and technology
  • Delivering the necessary knowledge, by means of controlled practice, on how to adopt and adapt the ITIL® practices within an IT organization taking into consideration their resources, capabilities and constraints

All the people involved in and responsible for the ongoing delivery of IT services: Service Owners, Service Desk Supervisors, Technical managers, Application Managers, Problem Managers, Incident Managers.


Mix of instructor-led training (40%) and hands-on exercises (60%)

  • Multiple choice test; 8 questions, gradient scored, scenario-based
  • Pass mark: 70% (28 out of 40)
  • Time allocation: 90/120 mins.
  • Electronic devices permitted: no
  • Open book: no

Classes conducted by an accredited trainer; accredited by Axelos course materials; interactive revision sessions as well as additional handouts useful for preparation for the exam; unlimited coffee breaks and lunch (refers to classes located in Sii); ability to participate in the accredited exam; certificates.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.


  • Quint Wellington Redwood
Training scope
  • In-depth review of the key processes, needed to support the delivery of the IT services on agreed level, and their associated activities, roles, responsibilities, challenges, risks, and critical success factors: Event Management, Incident Management, Problem Management, Request Fulfillment, Access management
  • In-depth review of the main functions: Service Desk, Technical Management, Zarządzania problemami (Problem Management), Application Management, IT Operations Management,
  • Review of the common service operation activities and procedures,
  • Technology and implementation consideration,
  • Important consideration for continual improvement of these practices,
  • Mock exam and accredited exam
  • The number of participants : 8-15 people
  • Duration : 5 days
  • Language : Polish/English
  • Course material : English
  • Exam : English

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