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Other than the certificates and qualifications, candidates should also ensure their abilities to meet the following criteria:
- One ought to have served in the capacity of service management within an environment for a service provider while being responsible for a minimum of one of the management disciplines. These include event management, incident management, problem management, and access management processes. More comprise technical management, service desk, application management, and IT operations management.
- The demonstration of familiarity with terminology for IT and comprehend OSA within the circumstances of a certain business environment;
Who Needs ITILSC-OSA Test?
Those required to pass the ITILSC-OSA exam are in IT professions such as applications support, configuration manager, availability manager, IT operations manager, and network support. There are also those like database administrator and network control & operation. If you are concerned with the OSA processes alongside functions and require an intensive awareness of how such areas can contribute to enhancing the quality in support of IT services in a given organization, then it is sensible to apply for such an exam. However, anyone else can take it based on his/her objectives and goals for his/her career. Passing the ITILSC-OSA exam leads to the ITIL Operational Support and Analysis certificate.
PeopleCert ITIL Service Capability Operational Support and Analysis ITILSC-OSA Exam
PeopleCert ITIL Service Capability Operational Support and Analysis ITILSC-OSA Exam validate the Candidates working knowledge of OSA to enable event, incident, request, problem, access, technical, IT operations and application management. It also tests the Candidates have the ability to manage the everyday operation of IT services. Candidate must have a strong understanding to implement the ITIL processes that will help them to deliver and support services to customers.
EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Operational Support and Analysis Principles | 15% | - Core concepts and terminology - Business value and optimization - Service Operation lifecycle context |
| Event Management | 15% | - Metrics and interfaces - Purpose, scope, principles - Activities and processes |
| Incident Management | 20% | - Prioritization and escalation - Objectives and scope - Process flow and activities - Interfaces and KPIs |
| 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 |
| Problem Management | 15% | - Proactive and reactive activities - Root cause analysis techniques - Known errors and workarounds |
| Access Management | 10% | - Process steps and controls - Purpose and policies - Compliance and security |
| Service Desk and Technical/Application/IT Operations Management | 10% | - Application management practices - Technical management activities - Service desk functions and structure - IT operations control and facilities management |
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