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Exam Topics

The ITIL ITILSC-OSA test includes several domains. The applicants should get familiar with them as early as possible. For this purpose, they may download the exam blueprint from the official webpage. The highlights of the subject areas that are covered in the test are enumerated as follows:

Service Desk: As for the next objective, the test takers need to show their ability to analyze and interpret the principles, relationships, techniques, and applications of the service desk for the operation and support of efficient service solutions.
Management of Incidents: The next topic includes one’s knowledge, analysis, and interpretation of management of incidents relationships, techniques, principles, and applications of the same for the support & operations of efficient service solutions. Furthermore, it focuses on the management of incidents processes, including the components, operations, and activities. The examinees should also understand the metrics and measurement model, which would be utilized to assist the management of incidents in Operational Support & Analysis practices. In addition, they need to possess a comprehension of the business value and benefits of incident management.
Technology & Implementation Considerations: The last area requires that the applicants possess the competence in analyzing and interpreting technology & implementation.
Request Fulfillment: This domain covers the learners’ knowledge, analysis, and interpretation of request fulfillment relationships, techniques, and principles as well as the application of them to the support and operation of effective service solutions. In addition, it includes the knowledge of the request fulfillment processes, which cover its operation, activities, and components as well as the metrics and measurement model to be used for the support of incident management in Operational Support & Analysis practices.
Management of Problems: The next subject area includes the candidates’ knowledge, analysis, and interpretation of the principles, relationships, and techniques of problem management as well as their application for the operation and support of effective service solutions. In addition, it covers a comprehension of the end-to-end processes associated with the management of problems, which includes problem analysis techniques, components, operations, activities, and error detection within the organizational structure.
Operational Support & Analysis: The first module requires a comprehension of the core concepts and terms of OSA, including the lifecycle in the Operational Support & Analysis context, optimization of the performance of service operation, and its value to the OSA business activities.
Functions & Roles: This module focuses on the students’ knowledge, analysis, and interpretation of principles, relationships, and techniques as well as the application for the operation and support of efficient service solutions. Furthermore, it covers a comprehension of the roles in OSA processes & the generic roles.
Access Management: This part focuses on your knowledge, analysis, and interpretation of access management relationships, techniques, principles, and the application of the same for the operation and support of efficient service solutions. It also includes the end-to-end processes with the access management process covering the components, operations, and activities.
Event Management: This part covers the individuals’ knowledge, analysis, and interpretation of event management core principles, relationships, techniques, and the application to the effective service solutions’ operation. It also focuses on the process of event management, including its design strategies, activities, operations, and components. In addition, this section needs effective event management & provision of samples indicating how this is utilized to allow for service quality in OSA.

EXIN ITILSC-OSA Exam Syllabus Topics:

Topic	Details
Topic 1	Activities And Operation Including Its Organizational Structure Interpretation And Analysis Of Service Desk Principles
Topic 2	Activities And Operation Including Its Organizational Structure Interpretation And Analysis Of Problem Management Principles
Topic 3	The Event Management Process Inclusive Of Its Design Strategy The Benefits And Business Value That Can Be Gained From Event Management
Topic 4	Activities And Operation Including Its Organizational Structure Interpretation And Analysis Of Access Management Principles
Topic 5	The Service Desk Validation Components And Activities The Complete End-To-End Process Flow For The Service Desk Function Inclusive Of Design Strategy
Topic 6	Techniques And Relationships And The Application Of Them To The Support And Operation Of Effective Service Solutions
Topic 7	Techniques And Relationships And The Application Of Them To The Support And Operation Of Effective Service Solutions
Topic 8	Interpretation And Analysis Of OSA Principles Inclusive Of Design Strategy, Objectives, Components,Activities
Topic 9	Roles And Operation Including Its Organizational Structure Activities And Operation, As Well As Any Interfaces With Other Processes Or Lifecycle Phases
Topic 10	The Value To The Business Of OSA Activities The Lifecycle Within The OSA Context Optimizing Service Operation Performance
Topic 11	Full Understanding Of Operational Support And Analysis (OSA) Terms And Core Concepts
Topic 12	Interpretation And Analysis Of Incident Management Principles Activities And Operation Including Its Organizational Structure
Topic 13	The Incident Management Process Inclusive Of Its Components Interpretation And Analysis Of Request Fulfilment Principles

Reference: https://www.axelos.com/Corporate/media/Files/Syllabi/The_ITIL_Intermediate_Qualification_Operational_Support_and_Analysis_Certificate_Syllabus_v5-4.pdf

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