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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.
PeopleCert ITILSC-OSA Exam Reference
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Career Benefits
Those students who nail the qualifying test will obtain ITIL Certification in Operational Support and Analysis. Some of the job roles that the certified professionals can think about include a Configuration Manager, a System Software Manager, an Availability Manager, a Network Support Specialist, a Problem Manager, a Database Administrator, an IT Operations Manager, an Application Support Specialist, and a Network Control Manager. The average remuneration for these positions is $98,000 per annum.
| Section | Objectives |
|---|---|
| Service Desk | - Roles and responsibilities of service desk - Service desk structure and models |
| Problem Management | - Root cause analysis techniques - Known error database usage |
| Incident Management | - Incident lifecycle and workflow - Major incident handling |
| Event Management | - Event detection and filtering - Event correlation and response |
| Request Fulfilment | - Standard service requests handling - Request models and workflows |
| Access Management | - Authorization and rights management - Identity and access control principles |
| Operational Activities | - IT operations management practices - Monitoring and control activities |
| Service Operation Principles | - Functions and processes in Service Operation lifecycle phase - Purpose and value of Service Operation |
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