ITIL® Operation Support and Analysis e-Learning + Exams

AVS Global E-Learning Catalog Testimonials

Global E-Learning Catalog:

PRINCE2  |   ITIL  |   PMP  |   CAPM   |   COBIT5  |   MSP  |   CBAP  |  Risk Management  |  SCRUM Study  |   SIX SIGMA   |


ITIL Brochure Downloads:

  Download the ITIL Foundation Online Course Outline

  Download the ITIL Foundation Classroom Outline

  Download the ITIL Qualification Scheme

  Download the Benefits of ITIL


Price: USD$ 495 (180 Days e-Learning + Exams)

Course Description

ITIL® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.

The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the process and practice elements used within it.

The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL® processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.

The ITIL® OSA (Operational Support & Analysis) course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Operational Support & Analysis Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

Course and Learning Objectives

At the end of this course, you will learn:

  •  The concept of Service Management as a practice
  • The role of processes in the Lifecycle
  • The purpose, goal and objectives of the Event Management Process
  • The Service Desk Role and concepts
  • The purpose, goal and objectives of the Incident Management Process
  • The purpose, goal and objectives of the Problem Management Process
  • The purpose, goal and objectives of the Request Fulfillment Process
  • The purpose, goal and objectives of the Access Management Process
  • How to plan and implement Service Management Technologies

Course Approach

Participants will learn the principles and core elements of Operational Support & Analysis according to ITIL®. An interactive approach is used combining online interactive content and scenarios. Exercises and quizzes to prepare participants for the Operational Support & Analysis exam, as well as providing valuable practical knowledge which can be rapidly applied in the workspace.


ITIL® Operational Support & Analysis

Course Delivery

Self-Paced E-learning




Call/SMS us at +254 77 555 111 9 or email for more information  Installment payments available.

Reference Materials

Core set of 5 ITIL® books.

About the Examination

Exam Format:

Multiple choice, scenario-based, gradient scored questions.

Number of Questions: 8

Pass Score: 28/40 or 70%

Exam Delivery: Online or paper based Exam

Duration: 90 minutes

Open/Closed Book: Closed Book


An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.


Target Audience

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Operational Support & Analysis cluster of processes and functions


Africa Value Solutions Limited (AVS) currently offers the following ITIL® e-Learning courses:



Africa Value Solutions LTD (AVS) | Co-operative Bank Building | Suite 405, 4th Floor | Ngong Road | Ngong Town | Kenya.

Email: | Website: | Tel: +254 (0) 77 555 1119 | Skype: reriani

Africa Value Solutions LTD is a Subsidiary of Faida Ventures LTD

PRINCE2, ITIL,  M_O_R are Registered Trade Marks of AXELOS Limited in the United Kingdom and other countries.