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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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 price of the ITILSC-OSA exam is $399 USD.
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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 - Technical management activities - Service desk functions and structure |
| Event Management | 15% | - Activities and processes - Metrics and interfaces - Purpose, scope, principles |
| Problem Management | 15% | - Proactive and reactive activities - Known errors and workarounds - Root cause analysis techniques |
| Operational Support and Analysis Principles | 15% | - Business value and optimization - Core concepts and terminology - Service Operation lifecycle context |
| Technology and Implementation Considerations | 5% | - Tools and automation - Challenges and risks - Critical success factors |
| Incident Management | 20% | - Objectives and scope - Process flow and activities - Interfaces and KPIs - Prioritization and escalation |
| Access Management | 10% | - Process steps and controls - Compliance and security - Purpose and policies |
| Request Fulfillment | 10% | - Purpose and scope - Process and activities - Request models and automation |
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