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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.
How much ITILSC-OSA Exam Cost
The price of the ITILSC-OSA exam is $399 USD.
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ITILSC-OSA Exam Entry Criteria
For those in need of training and testing for the ITILSC-OSA test, they should be holding the ITIL Foundation certificate, which is in ITSM and which must be provided to enable admission. In case you have any of these qualifications, you will be allowed to start preparing for the exam if you also have:
- Earlier versions of ITIL V2 Foundation including Foundation Bridge;
- ITIL Expert certification in ITSM, which needs to have been achieved through the Practitioner or Service Manager bridging process.
EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Request Fulfillment | 10% | - Purpose and scope - Process and activities - Request models and automation |
| Topic 2: Problem Management | 15% | - Known errors and workarounds - Root cause analysis techniques - Proactive and reactive activities |
| Topic 3: Event Management | 15% | - Activities and processes - Metrics and interfaces - Purpose, scope, principles |
| Topic 4: Operational Support and Analysis Principles | 15% | - Business value and optimization - Service Operation lifecycle context - Core concepts and terminology |
| Topic 5: Technology and Implementation Considerations | 5% | - Critical success factors - Challenges and risks - Tools and automation |
| Topic 6: Incident Management | 20% | - Interfaces and KPIs - Objectives and scope - Prioritization and escalation - Process flow and activities |
| Topic 7: Access Management | 10% | - Compliance and security - Purpose and policies - Process steps and controls |
| Topic 8: Service Desk and Technical/Application/IT Operations Management | 10% | - Service desk functions and structure - IT operations control and facilities management - Application management practices - Technical management activities |
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