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Conclusion
The OSA module is a perspective that prepares organizations as well as individuals for knowledge in managing the daily IT services operations and gaining a better approach to the execution of ITIL processes. Thus, through the ITILSC-OSA test, specialists will be assisting their employers in service delivery and support to their customers. It all boils down to people, relationships, processes, as well as infrastructure technology that is needed for ensuring that a specific program or organization is capable of extending IT services that are high quality in addition to being cost-effective. The aim of obtaining the ITIL Operational Support and Analysis designation is to meet the needs of the organization in addition to those of the customer.
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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:
- ITIL Expert certification in ITSM, which needs to have been achieved through the Practitioner or Service Manager bridging process.
- Earlier versions of ITIL V2 Foundation including Foundation Bridge;
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.
EXIN ITILSC-OSA日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Access Management | 10% | - Process steps and controls - Purpose and policies - Compliance and security |
| Operational Support and Analysis Principles | 15% | - Business value and optimization - Core concepts and terminology - Service Operation lifecycle context |
| Incident Management | 20% | - Prioritization and escalation - Objectives and scope - Process flow and activities - Interfaces and KPIs |
| Event Management | 15% | - Activities and processes - Metrics and interfaces - Purpose, scope, principles |
| 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 |
| Request Fulfillment | 10% | - Process and activities - Purpose and scope - Request models and automation |
| Problem Management | 15% | - Root cause analysis techniques - Proactive and reactive activities - Known errors and workarounds |
| Technology and Implementation Considerations | 5% | - Tools and automation - Critical success factors - Challenges and risks |
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