To fully qualify for the ITILSC-OSA exam, more prerequisites are needed, and they include:

• 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;
• 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;

Reference: https://www.axelos.com/Corporate/media/Files/Syllabi/The_ITIL_Intermediate_Qualification_Operational_Support_and_Analysis_Certificate_Syllabus_v5-4.pdf

Certification Path

The ITILSC-OSA certification includes only one ITILSC-OSA certification exam.

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PeopleCert ITIL Service Capability Operational Support and Analysis ITILSC-OSA Exam

PeopleCert ITIL Service Capability Operational Support and Analysis ITILSC-OSA Exam validate the Candidates working knowledge of OSA to enable event, incident, request, problem, access, technical, IT operations and application management. It also tests the Candidates have the ability to manage the everyday operation of IT services. Candidate must have a strong understanding to implement the ITIL processes that will help them to deliver and support services to customers.

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Exam Topics

The ITIL ITILSC-OSA test includes several domains. The applicants should get familiar with them as early as possible. For this purpose, they may download the exam blueprint from the official webpage. The highlights of the subject areas that are covered in the test are enumerated as follows:

• Management of Incidents: The next topic includes one’s knowledge, analysis, and interpretation of management of incidents relationships, techniques, principles, and applications of the same for the support & operations of efficient service solutions. Furthermore, it focuses on the management of incidents processes, including the components, operations, and activities. The examinees should also understand the metrics and measurement model, which would be utilized to assist the management of incidents in Operational Support & Analysis practices. In addition, they need to possess a comprehension of the business value and benefits of incident management.
• Request Fulfillment: This domain covers the learners’ knowledge, analysis, and interpretation of request fulfillment relationships, techniques, and principles as well as the application of them to the support and operation of effective service solutions. In addition, it includes the knowledge of the request fulfillment processes, which cover its operation, activities, and components as well as the metrics and measurement model to be used for the support of incident management in Operational Support & Analysis practices.
• Management of Problems: The next subject area includes the candidates’ knowledge, analysis, and interpretation of the principles, relationships, and techniques of problem management as well as their application for the operation and support of effective service solutions. In addition, it covers a comprehension of the end-to-end processes associated with the management of problems, which includes problem analysis techniques, components, operations, activities, and error detection within the organizational structure.
• Service Desk: As for the next objective, the test takers need to show their ability to analyze and interpret the principles, relationships, techniques, and applications of the service desk for the operation and support of efficient service solutions.
• Event Management: This part covers the individuals’ knowledge, analysis, and interpretation of event management core principles, relationships, techniques, and the application to the effective service solutions’ operation. It also focuses on the process of event management, including its design strategies, activities, operations, and components. In addition, this section needs effective event management & provision of samples indicating how this is utilized to allow for service quality in OSA.
• Access Management: This part focuses on your knowledge, analysis, and interpretation of access management relationships, techniques, principles, and the application of the same for the operation and support of efficient service solutions. It also includes the end-to-end processes with the access management process covering the components, operations, and activities.
• Operational Support & Analysis: The first module requires a comprehension of the core concepts and terms of OSA, including the lifecycle in the Operational Support & Analysis context, optimization of the performance of service operation, and its value to the OSA business activities.
• Functions & Roles: This module focuses on the students’ knowledge, analysis, and interpretation of principles, relationships, and techniques as well as the application for the operation and support of efficient service solutions. Furthermore, it covers a comprehension of the roles in OSA processes & the generic roles.
• Technology & Implementation Considerations: The last area requires that the applicants possess the competence in analyzing and interpreting technology & implementation.

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