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