What is the duration of the ITILSC-OSA Exam
- Passing Score: 28 marks
- Format: Multiple choices, multiple answers
- Length of Examination: 90 minutes
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Training Course for ITILSC-OSA Validation
Since taking the test is only allowed after undertaking an accredited training, awareness of what this process entails is of the utmost importance. AXELOS has approved various training providers to help the candidates prepare for their tests. Each provider can structure its delivery style in a manner that it finds the most appropriate. However, their ultimate goal should be to ensure that their learners will be assisted to cover the requisite units, which have to follow the exam syllabus. Also, the delivery mode should be virtual or through e-learning. Once learners complete the curriculum, they should display the competencies below:
- The interaction between the OSA processes with other processes within the service lifecycle;
- Measuring OSA;
- The value that OSA activities bring to the business;
- The usage of processes, activities, as well as functions of OSA in achieving operational excellence;
- Challenges, CSFs (Crucial Success Factors), as well as risks related to OSA;
- Planning for service operation with descriptions of roles as well as functions that are to be carried out in service operation alongside support. This covers service desk, IT operations management, application management, and technical management.
- How important IT security is and how it contributes to OSA;
- Knowing the technology as well as execution considerations that surround OSA;
- The place of OSA activities in supporting the ‘service lifecycle’;
- How to optimize the performance of service operation;
- Operational activities associated with processes covered within other stages of the lifecycle like change management, service asset & configuration, capacity management, availability management, knowledge management, and more;
- Specifically emphasizing the lifecycle processes in addition to roles for service operation, which include event management, incident management, request fulfillment, problem management, and access management;
Besides lectures, it is highly suggested that learners be prepared fully for the ITILSC-OSA exam and the workplace environment through practical exercises in the process of the course. Also, it would be prudent for them to get a chance to take a mock test.
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.
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.
EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Desk | - Service desk structure and models - Roles and responsibilities of service desk |
| Topic 2: Access Management | - Authorization and rights management - Identity and access control principles |
| Topic 3: Incident Management | - Major incident handling - Incident lifecycle and workflow |
| Topic 4: Service Operation Principles | - Functions and processes in Service Operation lifecycle phase - Purpose and value of Service Operation |
| Topic 5: Request Fulfilment | - Request models and workflows - Standard service requests handling |
| Topic 6: Problem Management | - Root cause analysis techniques - Known error database usage |
| Topic 7: Event Management | - Event detection and filtering - Event correlation and response |
| Topic 8: Operational Activities | - IT operations management practices - Monitoring and control activities |
