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ITIL V3 intermediate: Operations Support & Analysis (OSA)

This is an intensive 5 day intermediate level course based on the Service Operation aspects of ITIL (*). The course explores in detail the key processes in Service Operation and how they fit within the service lifecycle.

The course fully prepares participants for the ITIL Operations Support and Analysis Intermediate Certificate examination.

The specific objectives of this course are to enable students to appreciate and understand:

(*) ITIL® is a registered trademark of OGC (Office of Government and Commerce).


Momenteel zijn er voor deze cursus geen publieke sessies gepland. Graag organiseren we een bedrijfssessie voor u of een extra publieke sessie (bij voldoende belangstelling). Geïnteresseerd? Gelieve dan ABIS te contacteren.

Intended for

Intended for IT professionals working in an organisation that is using ITIL who wish to contribute to on-going service improvement through a deeper knowledge of the operational processes: Operational, Service Desk, Technical Management, IT Operations Management and Application Management staff and IT staff of all levels who are involved in the delivery or support of IT services.


Candidates must hold the ITIL Foundation V3 certificate or the ITIL Foundation V2 plus Bridge certificates. Candidates should have familiarity with IT terminology, understand the context of Operational Support and have exposure working in the Service Management operational domain. It is strongly recommended that candidates read the ITIL Service Operation core publication in advance of attending the course.

Main topics

Training method

This intensive, interactive course consists of formal lecturing, discussions, exercises and test examination questions. The exam (included in the course fee) is the last day of the course (multiple choice, scenario-based examination).


4 days.

Course leader

SMME (accredited training company).