This capability Operational Support & Analysis program leads to a Certificate in ITIL V3 Service Capability Management - Operational Support & Analysis (OSA). The Service Capability series is focused on role-based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within ITIL IT Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use. The Operational Support & Analysis cluster includes the following process areas: - Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
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