Certification Path
The ITILSC-OSA certification includes only one ITILSC-OSA certification exam.
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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.
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EXIN ITILSC-OSA日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Problem Management | 15% | - Root cause analysis techniques - Proactive and reactive activities - Known errors and workarounds |
| Event Management | 15% | - Activities and processes - Metrics and interfaces - Purpose, scope, principles |
| Request Fulfillment | 10% | - Request models and automation - Process and activities - Purpose and scope |
| Access Management | 10% | - Process steps and controls - Purpose and policies - Compliance and security |
| Operational Support and Analysis Principles | 15% | - Core concepts and terminology - Service Operation lifecycle context - Business value and optimization |
| Incident Management | 20% | - Interfaces and KPIs - Objectives and scope - Process flow and activities - Prioritization and escalation |
| Technology and Implementation Considerations | 5% | - Challenges and risks - Critical success factors - Tools and automation |
| Service Desk and Technical/Application/IT Operations Management | 10% | - Service desk functions and structure - IT operations control and facilities management - Technical management activities - Application management practices |
