This blog was written in 2015. The OSA class was sunsetted along with all of ITILv3.  For a more recent perspective, visit our latest article on the importance of modern operational practices and the ITIL Practice Manager path on How to Align ITSM with Organizational Goals: A Step-by-Step Guide What if we did not build an operational support system to meet current business requirements?  That might sound a bit outrageous and contradictory to everything we have learned.  If you are a service provider, then you are aware that what we consider premium service support today could be accepted as the norm and sometimes can be outdated before it becomes a reality. The key to sustaining underpinning operations for any industry is in the constructs of the system. If we build a system to provide what the customer and business outcomes require now, then that is what we will have. The likelihood is that we will have a system that provides for a service that will ren...