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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Training Course for ITILSC-OSA Validation
Since taking the test is only allowed after undertaking an accredited training, awareness of what this process entails is of the utmost importance. AXELOS has approved various training providers to help the candidates prepare for their tests. Each provider can structure its delivery style in a manner that it finds the most appropriate. However, their ultimate goal should be to ensure that their learners will be assisted to cover the requisite units, which have to follow the exam syllabus. Also, the delivery mode should be virtual or through e-learning. Once learners complete the curriculum, they should display the competencies below:
- How to optimize the performance of service operation;
- Measuring OSA;
- The usage of processes, activities, as well as functions of OSA in achieving operational excellence;
- The place of OSA activities in supporting the ‘service lifecycle’;
- How important IT security is and how it contributes to OSA;
- Planning for service operation with descriptions of roles as well as functions that are to be carried out in service operation alongside support. This covers service desk, IT operations management, application management, and technical management.
- Specifically emphasizing the lifecycle processes in addition to roles for service operation, which include event management, incident management, request fulfillment, problem management, and access management;
- The interaction between the OSA processes with other processes within the service lifecycle;
- Challenges, CSFs (Crucial Success Factors), as well as risks related to OSA;
- The value that OSA activities bring to the business;
- Operational activities associated with processes covered within other stages of the lifecycle like change management, service asset & configuration, capacity management, availability management, knowledge management, and more;
- Knowing the technology as well as execution considerations that surround OSA;
Besides lectures, it is highly suggested that learners be prepared fully for the ITILSC-OSA exam and the workplace environment through practical exercises in the process of the course. Also, it would be prudent for them to get a chance to take a mock test.
EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Problem Management | - Known error database usage - Root cause analysis techniques |
| Topic 2: Event Management | - Event detection and filtering - Event correlation and response |
| Topic 3: Service Operation Principles | - Purpose and value of Service Operation - Functions and processes in Service Operation lifecycle phase |
| Topic 4: Service Desk | - Service desk structure and models - Roles and responsibilities of service desk |
| Topic 5: Access Management | - Identity and access control principles - Authorization and rights management |
| Topic 6: Request Fulfilment | - Standard service requests handling - Request models and workflows |
| Topic 7: Incident Management | - Incident lifecycle and workflow - Major incident handling |
| Topic 8: Operational Activities | - IT operations management practices - Monitoring and control activities |
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