Operational Support and Analysis (OSA)
Service Times: 9am and 10:30am
6399 North Wells Road, Bigtownville, CO 32748
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Operational Support & Analysis(OSA)

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Academy of Management & Science (AMS)
House # 89/E, Road # 13/C, Block # E, Banani, Dhaka 1213, Bangladesh
Telephone: +880 (2) 9891190, +880 (2) 8836875, Cell No: (88) 01680878839, (88) 01193070284

Workshop Details

Academy of Management & Science (AMS)
House # 89/E, Road # 13/C, Block # E, Banani, Dhaka-1213, Bangladesh
Telephone: +880-2-9891190
+880 (2) 8836875
Cell No: (88) 01193070284
(88) 01680878839


Operational Support & Analysis(OSA)


The Operational Support and Analysis Certificate is intended to offer candidates a balanced knowledge of ITIL practices. It is also a Capability Stream module for those working towards the ITIL Expert Certification.


You should have passed ITIL Foundation prior before attending this course.          


03 Days

Course Objectives:

  • Enable projects avoid incidents by doing Event Management and proactive Problem Management
  • Result in higher customer satisfaction by reducing downtime
  • Provides a well-established mechanism for Service Requests handling
  • Helps in the creation of Organization Units in the form of Functions

Course Details:

  • Service Management as a Practice
  • Service Operation Principles
  • The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
  • How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
  • How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • How to measure ITIL Operational Support and Analysis
  • The importance of IT Security and its contributions to ITIL Operational Support and Analysis
  • Understanding the technology and implementation considerations surrounding ITIL Operational Support and Analysis
  • The challenges, Critical Success Factors and risks associated with ITIL Operational Support and Analysis
  • Specific emphasis on the Service Operation Lifecycle processes and roles included in:
    • Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
    • Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
    • Request Fulfilment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
    • Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimise the impact of Incidents that cannot be prevented
    • Access Management which grants authorised users the right to use a service, while preventing access to non-authorised users
  • Operational activities of processes covered in other Lifecycle stages such as:
    • Change Management
    • Service Asset and Configuration Management
    • Release and Deployment Management
    • Capacity Management
    • Availability Management
    • Knowledge Management
    • Financial Management for IT Services, and
    • IT Service Continuity Management
  • Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management.

Training Calendar

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AMS Campus Facilities

  • Two Air conditioned seminar halls with projector & audio system [Maximum Capacity up to 50 persons] including video recording capacity.
  • Two different PC Labs (Air conditioned)
  • Centralized server
  • Internet / WIFI facilities
  • Practice facilities in LABS
  • Online Exam Centre
  • Cafeteria & Own cook facility
  • Large lobby with natural surroundings
  • Huge Parking Space
  • Waiting Lounge
  • Distance education facilities
  • Printer, Scanner etc logistics facilities
  • Special Guest Room
  • Registration Booth Arrangement Space
  • 3 Star Accommodation arrangements for foreign guests on demand in walking distance from the center.
    ………and many more

Contact AMS

Academy of Management & Science (AMS)
House #450, Road # 31, New DOHS,Mohakhali, Dhaka-1206, Bangladesh
Cell No: (88) 01616004108
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Academy Location