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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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Conclusion
The OSA module is a perspective that prepares organizations as well as individuals for knowledge in managing the daily IT services operations and gaining a better approach to the execution of ITIL processes. Thus, through the ITILSC-OSA test, specialists will be assisting their employers in service delivery and support to their customers. It all boils down to people, relationships, processes, as well as infrastructure technology that is needed for ensuring that a specific program or organization is capable of extending IT services that are high quality in addition to being cost-effective. The aim of obtaining the ITIL Operational Support and Analysis designation is to meet the needs of the organization in addition to those of the customer.
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EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Event Management | - Event correlation and response - Event detection and filtering |
| Topic 2: Incident Management | - Incident lifecycle and workflow - Major incident handling |
| Topic 3: Access Management | - Identity and access control principles - Authorization and rights management |
| Topic 4: Service Desk | - Roles and responsibilities of service desk - Service desk structure and models |
| Topic 5: Request Fulfilment | - Standard service requests handling - Request models and workflows |
| Topic 6: Problem Management | - Known error database usage - Root cause analysis techniques |
| Topic 7: Service Operation Principles | - Functions and processes in Service Operation lifecycle phase - Purpose and value of Service Operation |
| Topic 8: Operational Activities | - Monitoring and control activities - IT operations management practices |
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