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