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ITIL Intermediate Qualification: Operational Support and Analysis (OSA) is a piece of the ITIL Service Capability work stream domain. It is designed to evaluate the competence of the professionals in applying OSA practices to the support and resolution of the lifecycle of service management. It covers the following Information Technology Infrastructure Library role, process as well as function areas: request fulfillment, event management, problem management, management of IT operations, management of incidents, application management, access management, and technical management.
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To fully qualify for the ITILSC-OSA exam, more prerequisites are needed, and they include:
- Not less than 30 hours of training, which exclude breaks as well as time for summary review, and which should have to be accessed through an authorized trainer or an e-learning plan that has an accreditation;
- Having between 2 and 4 years of experience as a specialist who has worked with ITSM is highly advised;
- At least 12 hours of personal study, which involves a review of the required syllabus as well as critical aspects of core guidance of the ITIL Service Operation that is directed at the exam preparation, and to be specific at Chapter 2 that deals with the service management as a practice.
- The ITIL Foundation certificate in ITSM;
Exam Details
The professionals who plan to get certified need to nail the ITIL ITILSC-OSA test. It has the duration of 1.5 hours and comes with several multiple-choice questions. The pass mark is 28 on a scale of 40. The exam is given in the English, Japanese, Brazilian Portuguese, Spanish (Latin America), French, Danish, and German languages.
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EXIN ITILSC-OSA日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Access Management | - Access Management Process
|
| Topic 2: Functions and Roles | - Operational Roles & Functions
|
| Topic 3: Problem Management | - Problem Management Process
|
| Topic 4: Introduction to Operational Support and Analysis | - Overview of OSA in ITIL Service Lifecycle
|
| Topic 5: Request Fulfilment | - Request Fulfilment Process
|
| Topic 6: Incident Management | - Incident Management Process
|
| Topic 7: Technology and Implementation Considerations | - Technology in OSA
|
| Topic 8: Service Desk | - Service Desk Function
|
| Topic 9: Event Management | - Event Management Process
|
