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Exam Topics
The ITIL ITILSC-OSA test includes several domains. The applicants should get familiar with them as early as possible. For this purpose, they may download the exam blueprint from the official webpage. The highlights of the subject areas that are covered in the test are enumerated as follows:
- Access Management: This part focuses on your knowledge, analysis, and interpretation of access management relationships, techniques, principles, and the application of the same for the operation and support of efficient service solutions. It also includes the end-to-end processes with the access management process covering the components, operations, and activities.
- Technology & Implementation Considerations: The last area requires that the applicants possess the competence in analyzing and interpreting technology & implementation.
- Management of Incidents: The next topic includes one’s knowledge, analysis, and interpretation of management of incidents relationships, techniques, principles, and applications of the same for the support & operations of efficient service solutions. Furthermore, it focuses on the management of incidents processes, including the components, operations, and activities. The examinees should also understand the metrics and measurement model, which would be utilized to assist the management of incidents in Operational Support & Analysis practices. In addition, they need to possess a comprehension of the business value and benefits of incident management.
- Management of Problems: The next subject area includes the candidates’ knowledge, analysis, and interpretation of the principles, relationships, and techniques of problem management as well as their application for the operation and support of effective service solutions. In addition, it covers a comprehension of the end-to-end processes associated with the management of problems, which includes problem analysis techniques, components, operations, activities, and error detection within the organizational structure.
- Event Management: This part covers the individuals’ knowledge, analysis, and interpretation of event management core principles, relationships, techniques, and the application to the effective service solutions’ operation. It also focuses on the process of event management, including its design strategies, activities, operations, and components. In addition, this section needs effective event management & provision of samples indicating how this is utilized to allow for service quality in OSA.
- Request Fulfillment: This domain covers the learners’ knowledge, analysis, and interpretation of request fulfillment relationships, techniques, and principles as well as the application of them to the support and operation of effective service solutions. In addition, it includes the knowledge of the request fulfillment processes, which cover its operation, activities, and components as well as the metrics and measurement model to be used for the support of incident management in Operational Support & Analysis practices.
- Operational Support & Analysis: The first module requires a comprehension of the core concepts and terms of OSA, including the lifecycle in the Operational Support & Analysis context, optimization of the performance of service operation, and its value to the OSA business activities.
- Functions & Roles: This module focuses on the students’ knowledge, analysis, and interpretation of principles, relationships, and techniques as well as the application for the operation and support of efficient service solutions. Furthermore, it covers a comprehension of the roles in OSA processes & the generic roles.
- Service Desk: As for the next objective, the test takers need to show their ability to analyze and interpret the principles, relationships, techniques, and applications of the service desk for the operation and support of efficient service solutions.
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Exam Details
The professionals who plan to get certified need to nail the ITIL ITILSC-OSA test. It has the duration of 1.5 hours and comes with several multiple-choice questions. The pass mark is 28 on a scale of 40. The exam is given in the English, Japanese, Brazilian Portuguese, Spanish (Latin America), French, Danish, and German languages.
EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Management | 15% | - Known errors and workarounds - Root cause analysis techniques - Proactive and reactive activities |
| Access Management | 10% | - Compliance and security - Purpose and policies - Process steps and controls |
| Incident Management | 20% | - Process flow and activities - Prioritization and escalation - Interfaces and KPIs - Objectives and scope |
| Service Desk and Technical/Application/IT Operations Management | 10% | - Technical management activities - Service desk functions and structure - IT operations control and facilities management - Application management practices |
| Event Management | 15% | - Purpose, scope, principles - Activities and processes - Metrics and interfaces |
| Request Fulfillment | 10% | - Process and activities - Purpose and scope - Request models and automation |
| Technology and Implementation Considerations | 5% | - Tools and automation - Challenges and risks - Critical success factors |
| Operational Support and Analysis Principles | 15% | - Core concepts and terminology - Business value and optimization - Service Operation lifecycle context |
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