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The ITILSC-OSA test will carry 8 scenario-based questions in the form of multiple-choices and has a required minimum score of 70%. It is a closed-book test and will be lasting for 1.5 hours. If the language you are using to take the official exam is not your mother tongue, then you are allowed up to 2 hours to finish. In furthering your interests in the exam, a dive into the relevant training course is a great way to proceed.
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.
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| Section | Objectives |
|---|---|
| Topic 1: Event Management | - Event Management Process
|
| Topic 2: Functions and Roles | - Operational Roles & Functions
|
| Topic 3: Problem Management | - Problem Management Process
|
| Topic 4: Technology and Implementation Considerations | - Technology in OSA
|
| Topic 5: Service Desk | - Service Desk Function
|
| Topic 6: Request Fulfilment | - Request Fulfilment Process
|
| Topic 7: Incident Management | - Incident Management Process
|
| Topic 8: Introduction to Operational Support and Analysis | - Overview of OSA in ITIL Service Lifecycle
|
| Topic 9: Access Management | - Access Management Process
|
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