PDF Version DemoPrerequisites
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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EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Desk and Technical/Application/IT Operations Management | 10% | - Application management practices - IT operations control and facilities management - Service desk functions and structure - Technical management activities |
| Problem Management | 15% | - Proactive and reactive activities - Known errors and workarounds - Root cause analysis techniques |
| Access Management | 10% | - Purpose and policies - Compliance and security - Process steps and controls |
| Incident Management | 20% | - Process flow and activities - Objectives and scope - Interfaces and KPIs - Prioritization and escalation |
| Event Management | 15% | - Metrics and interfaces - Purpose, scope, principles - Activities and processes |
| Technology and Implementation Considerations | 5% | - Challenges and risks - Tools and automation - Critical success factors |
| Request Fulfillment | 10% | - Process and activities - Request models and automation - Purpose and scope |
| Operational Support and Analysis Principles | 15% | - Service Operation lifecycle context - Core concepts and terminology - Business value and optimization |
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