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Information technology infrastructure library-OSA (OPERATIONAL SUPPORT ANALYSIS) is a part of the service capability module in the ITIL domain. The operational support analysis module constantly works towards enhancing the quality and standards of the IT service support by delivering cost-effective services thus decreasing costs and meeting all the organizational needs.

Upon successful completion, this particular module allows a candidate to obtain a total of 4 credits. These credits finally contribute to achieving the credits required to become eligible for the MALC (managing across the life cycles) certification. MALC certification is crucial for those who would like to gain expertise in the ITIL domain by finally obtaining the ITIL Expert certification.


The training provided at way2career is as per the contemporary trends going on in the industry in order to produce professionals who are Industry-ready. Hands-on practical knowledge is delivered through industry-based projects that allow you to venture into the actual world to utilize your learning.

Furthermore, the classes that are delivered are in recording mode hence participants can access them whenever and wherever they want. Even the curriculum and learning modules are designed in a structured manner to provide an unswerving learning experience.

We are fully committed to developing courses that not only help individuals learn but also focuses on their development as a whole.


Gain insight into how to deliver top-notch support services by incorporating the best of the best ITIL practices to ensure an enhancement of the customers’ experience.

This certification will allow you to learn to establish smooth management of the everyday information technology operations, as far as information technology services are concerned, via new skills and techniques. 

Enrich the quality and standards of the information technology service support in an organization through clear and proper understanding of overall OSA (operational service and analysis practices and processes that play a key contribution in the Information Technology service support system.

ELIGIBILITY criteria for Information technology Infrastructure Library-OSA (operational support and analysis) are mentioned below:

ITIL Foundation level certification is mandatory in order to become eligible for the intermediate level examination.

Who should go for ITIL-OSA certification? 

The ITIL-OSA certification is appropriate for the following professionals: 

  • IT professionals
  • Configuration managers
  • Availability managers
  • Problem manager
  • Network support
  • Database administrators
  • IT operations manager
  • Network control and operation
  • System software
  • Application support

Professionals having an ITIL background and interested in gaining a deep understanding of the OSA (operational service and analysis) can also take up this certification.


  • A total of 8 scenario-based questions 
  • The passing criteria are 70% 
  • A candidate needs to score a minimum of 28 correct answers out of 40 in order to pass the ITIL-OSA examination.
  • The total duration to complete the examination is 1½ hours i.e 90 minutes.


The training period is of 10 hours and along with the training, you will also be entitled to receive study material in the form of E-books and soft copy of mock test papers and sample papers. Along with this, we have collaborated with Industry expert trainers for tutoring.

The E-learning module will be given as a free service from our end if you go for the live virtual classroom training. Moreover, multiple rejoining sessions are provided until 6 months from the date of joining the course.


  • Sl. No.
  • Chapter
  • Chapter - 1
  • Introduction to Service Management
  • Chapter - 2
  • Service Strategy
  • Chapter - 3
  • Service Design
  • Chapter - 4
  • Service Transition
  • Chapter - 5
  • Service Operations
  • Chapter - 6
  • Continual Service Improvement
  • Chapter - 7
  • Technology and Architecture
  • Chapter - 8
  • Summary and Exam Preparation