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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.
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.
EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Request Fulfilment | - Request Fulfilment Process
|
| Access Management | - Access Management Process
|
| Introduction to Operational Support and Analysis | - Overview of OSA in ITIL Service Lifecycle
|
| Incident Management | - Incident Management Process
|
| Event Management | - Event Management Process
|
| Problem Management | - Problem Management Process
|
| Technology and Implementation Considerations | - Technology in OSA
|
| Functions and Roles | - Operational Roles & Functions
|
| Service Desk | - Service Desk Function
|
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