Certification training

ITILSC-OSAITILSC-OSA: ITIL Service Capability Operational Support and Analysis

Prepare for your ITIL exam with a structured video course built for focused study, topic review, and repeatable progress before exam day.

235Lectures
4h 50m 14sDuration
ITILVendor
ITILSC-OSA: ITIL Service Capability Operational Support and Analysis course cover Best seller
ITIL certification training ITILSC-OSA 235 lessons arranged in a guided course path
Course overview

Study with a clear path.

Move through focused sections, review lecture timing, and return directly to the objectives that need more work.

Sequenced lessons

Follow the course in order or jump directly to the section you need to revisit.

Video-first prep

Use concise lecture blocks for technical review before moving into exam practice.

Fast access

Your purchased course becomes available in the member area after confirmed payment.

Curriculum

Course sections.

6 sections, 235 lessons, and lecture-level duration details.

01 Course Introduction 32s
02 Instructor Introduction 1m 35s
02 Course Organization 22s
03 Welcome to the Course! 34s
04 Mentoring Community Introductions 45s
05 Why Are You Here? 47s
06 Using Bloom’s Taxonomy 1m 10s
07 What do you Expect? 37s
08 Housekeeping in the Online Classroom 1m 3s
09 Course Conventions & Agenda 8s
10 Conventions Used 54s
11 Quizzes & Exercises 44s
12 ITIL Qualification Scheme 47s
13 ITIL Capability Exam 1m 8s
14 Getting Started in an Online Classroom 2m 26s
15 Section Review 23s

01 Introduction to Operational Support & Analysis 26s
02 Service Operation 19s
03 SO & the Service Lifecycle 52s
04 Managing Across the Lifecycle 3m 27s
05 Purpose, Goals & Objectives of Service Operation 52s
06 Scope of Service Operation 1m 55s
07 Value of Service Operation 1m 38s
08 Principles of OSA 48s
09 Fundamentals of Service Operation 3m 14s
10 The Principle of Service Operation 2m 15s
11 Achieving Balance in Service Operation 2m 39s
12 Balancing Stability & Responsiveness 2m 33s
13 Balancing QoS & CoS 1m 9s
14 Balancing Reactive & Proactive 1m 59s
15 Providing Service 2m 22s
16 SO & Other Lifecycle Stages 2m 16s
17 OSA Summary 9s
19 Checkpoint 9s
20 Section Review 1m 6s

01 Introduction to Service Operation Processes 32s
02 Event Management 31s
03 The Service Operation Model 4m 31s
04 The Processes of Service Operation 1m 5s
05 Introduction 1m 16s
06 Purpose, Goals & Objectives 1m 42s
07 Scope 52s
08 Value to the Business 1m 58s
09 Concepts 2m 20s
10 Activities of Event Management 41s
11 Event Occurrence & Notification 3m 24s
12 Event Detection & Filtering 1m 8s
13 Event Significance & Correlation 2m 9s
14 Event Response Trigger & Selection 1m 10s
15 Event Review & Closure 1m 25s
16 Designing for Event Management 1m 15s
17 Instrumentation 1m 41s
18 Error Messaging 1m 7s
19 Event Detection & Alert Mechanisms 1m 30s
20 Identification of Thresholds 1m 6s
21 Triggers, Inputs & Outputs 2m 13s
22 Process Relationships 2m 16s
23 Information 1m 18s
24 Critical Success Factors 3m 6s
25 Challenges & Risks 3m 6s
26 Summary 1m 55s
27 Incident Management 34s
33 Activities of Incident Management 22s
34 Incident Logging 56s
35 Incident Categorization 1m 36s
36 Categorization 1m 7s
37 Incident Priority 1m 10s
38 Incident Escalation 1m 13s
39 Incident Diagnosis 1m 16s
40 Incident Resolution & Recovery 1m 13s
41 Incident Closure 2m 11s
42 Expanded Incident Lifecycle 4m 20s
43 Incident Management – Roles 1m 1s
50 Lesson: Request Fulfillment 36s
56 Activities of Request Fulfillment 1m 36s
57 Menu Selection 1m 27s
58 Financial Approval 1m 9s
59 Other Approval 54s
60 Fulfillment 51s
61 Closure 39s
68 Problem Management 36s
74 Activities of Problem Management 2m 6s
75 Managing the Problem 1m 42s
76 Problem Detection 1m 19s
77 Problem Logging 56s
78 Problem Categorization 40s
79 Problem Prioritization 1m 15s
80 Problem Investigation & Diagnosis 1m 16s
81 Workarounds 1m 31s
82 Raising a Known Error Record 52s
83 Problem Resolution 1m 3s
84 Problem Closure 40s
85 Major Problem Review 1m 7s
86 Development Errors 1m 32s
87 Problem Analysis Techniques 1m 21s
88 Managing the Known Error 2m 23s
90 Relationships 2m 34s
95 Access Management 35s
101 Activities of Access Management 42s
102 Access Request 1m 17s
103 Access Verification 1m 6s
104 Provide Rights 1m 4s
105 Monitor Identity Status 1m 3s
106 Log & Track Access 1m 29s
107 Remove or Restrict Rights 48s
114 Operational Activities of Other Lifecycle Processes 49s
116 Change Management 1m 33s
117 Service Asset & Configuration Management 56s
118 Release & Deployment Management 36s
119 Knowledge Management 44s
120 Capacity Management 1m 34s
121 Availability Management 1m 2s
122 IT Service Continuity Management 57s
123 Financial Management 1m 10s
124 Lesson: Service Operation Processes Summary 9s
125 Service Operation Process Summary 2m 16s
126 Checkpoint 14s
127 Section Review 1m 34s

01 Common Activities 20s
02 OSA Common Activities 24s
03 Introduction 3m 22s
04 Service Operation - Common Activities 47s
05 Monitoring & Control 1m 7s
06 Control Loop 3m 38s
07 OSA's Common Activities 38s
08 IT Operations 37s
09 Mainframe Management 32s
10 Server Management & Support 52s
11 Network Management 48s
12 Storage & Archive 30s
13 Database Management 1m 28s
14 Directory Services Management 1m 3s
15 Desktop Support 1m 10s
16 Middleware Management 46s
17 Internet/Web Management 1m 14s
18 Facilities & Datacenter Management 1m 3s
19 Data Center Strategies 1m 14s
20 IT Security Management – ISO/IEC Security Standards 1m 12s
21 Improvement of Operational Activities 1m 38s
22 Common Activities Summary 16s
24 Checkpoint 8s
25 Section Review 1m 18s

01 Service Desk Function 28s
02 Service Desk Function (Cont.) 24s
03 Introduction to Service Operation Functions 32s
04 Introduction to Service Desk 2m 25s
05 Service Desk 18s
06 Service Desk – Role 1m 29s
07 Service Desk – Objectives 1m 6s
08 Service Desk – Organizational Structures 1m 58s
09 Outsourcing Issues 1m 57s
10 Service Desk – Staffing 2m 18s
11 Service Desk – Metrics 1m 35s
12 Technical Management Function 25s
13 Introduction to Technical Management 46s
14 Technical Management 24s
15 Technical Management – Role 57s
16 Technical Management – Objectives 1m 12s
17 Generic Technical Management Activities 1m 12s
18 Technical Management – Organizational Structures 47s
19 Technical Management – Design, Maintenance & Support 1m 27s
20 Technical Management – Metrics 1m 6s
21 Technical Management - Documentation 53s
22 IT Operations Management 36s
23 Introduction to IT Service Operations Management 40s
24 IT Operations 25s
25 IT Operations – Role 1m 13s
26 IT Operations – Objectives 32s
27 IT Operations – Organizational Structures 1m 9s
28 IT Operations – Metrics 44s
29 Operations Management - Documentation 1m
30 Application Management Function 25s
31 Introduction to Application Management 40s
32 Application Management 33s
33 Application Management – Role 1m 17s
34 Application Management – Objectives 1m 7s
35 Application Management - Principles 1m 20s
36 Application Lifecycle 2m 5s
37 Application Management – Generic Activities 2m 1s
38 Application Management – Organizational Structures 1m 25s
39 Application Management – Roles & Responsibilities 1m 10s
40 Application Management – Metrics 1m 1s
41 Application Management – Documentation 1m 29s
42 Service Operation Functions Summary 8s
44 Checkpoint 8s
45 Section Review 1m 50s

01 Organizational Structures 44s
03 Organizational Structures (Cont.) 30s
04 Specialization Based Structures 1m 22s
05 Activity Based Structures 1m 27s
06 Process Based Structures 1m 25s
07 Geography Based Structures 1m 22s
08 Hybrid Structures 1m 11s
09 Roles & Responsibilities 11s
10 Introduction 1m 29s
11 Generic Roles 38s
12 Service Owner 49s
13 Process Owner 1m 3s
14 Process Manager 50s
15 Process Practitioner 57s
16 OSA - Roles 21s
17 Service Desk 1m 20s
18 Technical Management 38s
19 IT Operations 45s
20 Application Management 36s
21 Event Management 1m 42s
22 Incident Management 2m 4s
23 Request Fulfillment 1m 8s
24 Problem Management 1m 20s
25 Access Management 54s
26 Technology Considerations 18s
28 Service Management Tools 38s
29 Generic Technology Considerations 3m 23s
30 Tool Evaluation Criteria 1m 14s
31 Event Management Desired Features 1m 51s
32 Incident Management Desired Features 1m 36s
33 Request Fulfillment Desired Features 1m
34 Problem Management Desired Features 1m 18s
35 Access Management Desired Features 1m 10s
36 Service Desk Desired Features 1m 40s
37 Implementing OSA 1m 5s
38 Implementation 55s
39 Managing Change 43s
40 Project Management 1m 13s
41 Assessing & Managing Risk 1m 15s
42 Involvement in Design & Transition 1m 59s
43 Planning & Implementing Technology 1m 17s
44 Challenges, CSFs & Risks 1m 36s
45 Challenges 2m 40s
46 Critical Success Factors 1m 36s
47 Risks 1m 33s
48 Organize & Implement Summary 10s
50 Checkpoint 12s
51 Section Review 1m 40s
52 Course Closure 2m 42s
Continue preparing

Connect the lessons to exam-day practice.

Use the course for structured review, then move into current questions, timed simulator sessions, and a broader vendor catalog.

VTSimu exam simulatorRehearse pacing in focused desktop sessions.
Unlimited AccessBuild a practice library across vendors and formats.
More video coursesExplore every available certification training track.