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PeopleCert ITILSC-OSA Exam Reference
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.
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EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology and Implementation Considerations | 5% | - Challenges and risks - Tools and automation - Critical success factors |
| Topic 2: Access Management | 10% | - Purpose and policies - Process steps and controls - Compliance and security |
| Topic 3: Event Management | 15% | - Metrics and interfaces - Purpose, scope, principles - Activities and processes |
| Topic 4: Request Fulfillment | 10% | - Purpose and scope - Process and activities - Request models and automation |
| Topic 5: Incident Management | 20% | - Objectives and scope - Prioritization and escalation - Process flow and activities - Interfaces and KPIs |
| Topic 6: Problem Management | 15% | - Proactive and reactive activities - Known errors and workarounds - Root cause analysis techniques |
| Topic 7: Service Desk and Technical/Application/IT Operations Management | 10% | - Technical management activities - IT operations control and facilities management - Application management practices - Service desk functions and structure |
| Topic 8: Operational Support and Analysis Principles | 15% | - Core concepts and terminology - Service Operation lifecycle context - Business value and optimization |
