PDF Version DemoWho should take the ITILSC-OSA exam
The PeopleCert ITILSC-OSA Exam certification is an internationally-recognized validation that identifies persons who earn it as possessing skilled in PeopleCert ITILSC-OSA Certification. If a candidate wants significant improvement in career growth needs enhanced knowledge, skills, and talents. The PeopleCert ITILSC-OSA Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass the PeopleCert ITILSC-OSA Exam then he should take this exam.
ITIL Intermediate Qualification: Operational Support and Analysis (OSA) is a piece of the ITIL Service Capability work stream domain. It is designed to evaluate the competence of the professionals in applying OSA practices to the support and resolution of the lifecycle of service management. It covers the following Information Technology Infrastructure Library role, process as well as function areas: request fulfillment, event management, problem management, management of IT operations, management of incidents, application management, access management, and technical management.
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EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Access Management | 10% | - Process steps and controls - Purpose and policies - Compliance and security |
| Topic 2: Problem Management | 15% | - Proactive and reactive activities - Root cause analysis techniques - Known errors and workarounds |
| Topic 3: Technology and Implementation Considerations | 5% | - Challenges and risks - Critical success factors - Tools and automation |
| Topic 4: Service Desk and Technical/Application/IT Operations Management | 10% | - Technical management activities - Application management practices - Service desk functions and structure - IT operations control and facilities management |
| Topic 5: Event Management | 15% | - Purpose, scope, principles - Metrics and interfaces - Activities and processes |
| Topic 6: Operational Support and Analysis Principles | 15% | - Service Operation lifecycle context - Core concepts and terminology - Business value and optimization |
| Topic 7: Request Fulfillment | 10% | - Request models and automation - Process and activities - Purpose and scope |
| Topic 8: Incident Management | 20% | - Interfaces and KPIs - Objectives and scope - Prioritization and escalation - Process flow and activities |
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