Preparation Process
Career Benefits
Those students who nail the qualifying test will obtain ITIL Certification in Operational Support and Analysis. Some of the job roles that the certified professionals can think about include a Configuration Manager, a System Software Manager, an Availability Manager, a Network Support Specialist, a Problem Manager, a Database Administrator, an IT Operations Manager, an Application Support Specialist, and a Network Control Manager. The average remuneration for these positions is $98,000 per annum.
The ITILSC-OSA exam is among the tests within the ITIL Service Capability (SC) workstream, where OSA is Operational Support Analysis. This intermediate exam is focused on how to practically apply OSA practices so that there is enabling of event, request, access, problem, IT operations, technical, as well as application management.
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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.
- Having between 2 and 4 years of experience as a specialist who has worked with ITSM is highly advised;
- 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;
- The ITIL Foundation certificate in ITSM;
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EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Operational Support and Analysis Principles | 15% | - Service Operation lifecycle context - Core concepts and terminology - Business value and optimization |
| Event Management | 15% | - Purpose, scope, principles - Activities and processes - Metrics and interfaces |
| Access Management | 10% | - Compliance and security - Purpose and policies - Process steps and controls |
| Request Fulfillment | 10% | - Purpose and scope - Request models and automation - Process and activities |
| Technology and Implementation Considerations | 5% | - Critical success factors - Challenges and risks - Tools and automation |
| Incident Management | 20% | - Process flow and activities - Prioritization and escalation - Objectives and scope - Interfaces and KPIs |
| Service Desk and Technical/Application/IT Operations Management | 10% | - Application management practices - IT operations control and facilities management - Service desk functions and structure - Technical management activities |
| Problem Management | 15% | - Proactive and reactive activities - Root cause analysis techniques - Known errors and workarounds |


