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Prerequisites
Those applicants who are pursuing this ITIL certification must hold the ITIL Foundation certificate. It is also recommended that the test takers are conversant with IT terminology. Moreover, they should understand OSA in the context of specific business environments. In addition, the specialists need to possess practical experience in at least one service management capacity in the service provider environments. The intended audience for this certification is the business managers, operational staff, and Information Technology specialists who work in the organizations that have adopted as well as adapted the Information Technology Infrastructure Library.
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The ITILSC-OSA exam is among the tests within the ITIL Service Capability (SC) workstream, where OSA is Operational Support Analysis. This intermediate exam is focused on how to practically apply OSA practices so that there is enabling of event, request, access, problem, IT operations, technical, as well as application management.
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EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Event Management | - Event correlation and response - Event detection and filtering |
| Topic 2: Request Fulfilment | - Request models and workflows - Standard service requests handling |
| Topic 3: Service Operation Principles | - Purpose and value of Service Operation - Functions and processes in Service Operation lifecycle phase |
| Topic 4: Problem Management | - Root cause analysis techniques - Known error database usage |
| Topic 5: Incident Management | - Major incident handling - Incident lifecycle and workflow |
| Topic 6: Operational Activities | - Monitoring and control activities - IT operations management practices |
| Topic 7: Access Management | - Authorization and rights management - Identity and access control principles |
| Topic 8: Service Desk | - Service desk structure and models - Roles and responsibilities of service desk |
