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Exin ITILSC-OSA : ITIL Service Capability Operational Support and Analysis Exam

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Test Number : ITILSC-OSA
Test Name : ITIL Service Capability Operational Support and Analysis
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ITILSC-OSA exam Format | ITILSC-OSA Course Contents | ITILSC-OSA Course Outline | ITILSC-OSA exam Syllabus | ITILSC-OSA exam Objectives

Exam Type : Multiple choice examination questions
Number of Questions : Eight questions per paper
Passing Marks : 28 marks required to pass (out of 40 available) - 70%
Time : 90 minutes duration
Closed book.

The ITIL Intermediate Qualification: Operational Support and Analysis (OSA) Certificate is a freestanding qualification but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The ITIL Certificate in Operational Support and Analysis is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle and specifically in the following key ITIL process, role and function areas:
• Event management
• Incident management
• Request fulfilment
• Problem management
• Access management
• Service desk
• Technical management
• IT operations management
• Application management

Learning Unit OSA01: Introduction to operational support and analysis
Blooms Level 2 Objectives – Full understanding of Operational Support and Analysis (OSA) terms and core concepts.
• The value to the business of OSA activities
• The lifecycle within the OSA context
• Optimizing service operation performance.
Learning Unit OSA02: Event management
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of event management principles, techniques and relationships and the application of them to the operation of effective service solutions.
• The event management process inclusive of its design strategy, components, activities and operation including its organizational structure, as well as any interfaces with other processes
• Efficient event management and provision of examples showing how it is used to ensure service quality within OSA
• The benefits and business value that can be gained from event management. Learning Unit OSA03: Incident management Blooms Level 4 Objectives – The knowledge, interpretation and analysis of incident management principles, techniques and relationships and the application of them to the support and operation of effective service solutions.
• The incident management process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management within OSA practices
• The benefits and business value that can be gained from incident management. Learning Unit OSA04: Request fulfilment
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of request fulfilment principles, techniques and relationships and the application of them to the support and operation of effective service solutions
• The request fulfilment process inclusive of its components, activities and operation including its organizational structure, as well as any interfaces with other processes
• The measurement model and the metrics that would be used to support incident management within OSA practices
• The benefits and business value that can be gained from request fulfilment as related to OSA.
Learning Unit OSA05: Problem management
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of problem management principles, techniques and relationships and the application of them to the support and operation of effective service solutions.
• The end-to-end process flow for problem management inclusive of problem analysis techniques, error detection, components, activities and operation including its organizational structure, as well as any interfaces with other processes
• A measurement model and the metrics that would be used to support problem management within OSA practices
• The benefits and business value that can be gained from problem management.

Learning Unit OSA06: Access management
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of access management principles, techniques and relationships and the application of them to the support and operation of effective service solutions.
• The end-to-end process flow for access management process inclusive of components, activities and operation including its organizational structure, as well as any interfaces with other processes
• A measurement model and the metrics that would be used to support access management within OSA practices
• The benefits and business value that can be gained from access management as related to OSA. Learning Unit OSA07: The service desk
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of service desk principles, techniques and relationships and the application of them to the support and operation of effective service solutions.
• The complete end-to-end process flow for the service desk function inclusive of design strategy, components, activities and operation, as well as any interfaces with other processes or lifecycle phases
• The service desk validation components and activities (e.g. service desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure service quality within OSA
• A measurement model and the metrics that would be used to support the service desk function within OSA practices.
Learning Unit OSA08: Functions and Roles
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of OSA principles, techniques and relationships and the application of them to the support and operation of effective service solutions
• The end-to-end process flow for OSA functions (i.e. technical management, IT operations management, and applications management) inclusive of design strategy, objectives, components, activities, roles and operation including its organizational structure, as well as any interfaces with other processes
• The roles within each OSA process and generic roles
• The benefits and business value that can be gained from functions as related to OSA.
Learning Unit OSA09: Technology and implementation considerations
Blooms Level 4 Objectives – The knowledge, interpretation and analysis of technology and implementation and the application of them for the effective management of OSA.
• Technology requirements for service management tools and where/how they would be used within OSA for process implementation
• What best practices should be used in order to alleviate challenges and risks when implementing service management technologies

Exam Objectives | exam Outline
Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:
• The value to the business of OSA activities
• How OSA activities support the service lifecycle
• Optimizing service operation performance
• How the processes in OSA interact with other service lifecycle processes
• How to use the OSA processes, activities and functions to achieve operational excellence
• How to measure OSA
• The importance of IT security and its contributions to OSA
• Understanding the technology and implementation considerations surrounding OSA
• The challenges, critical success factors (CSFs) and risks associated with OSA
• Specific emphasis on the service operation lifecycle processes and roles included in:
o Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service
o Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels
o Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to Strengthen their productivity or the quality of business services and products
o Problem management, which prevents problems and resulting incidents from happening, eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented
o Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.
• Operational activities of processes covered in other lifecycle stages such as:
o Change management
o Service asset and configuration management
o Release and deployment management
o Capacity management
o Availability management
o Knowledge management
o Financial management for IT services
o IT service continuity management.
• Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.


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Exin Latest Topics

'excessive profile sexual predator' accused of preying on, assaulting homeless, inclined women in Phoenix | ITILSC-OSA boot camp and Study Guide

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UP next

  • greater victims of accused Maricopa County serial rapist come forward

    Maricopa County Sheriff Paul Penzone additionally stated that Incorvaia self-identified an alias of "Rob the Rapist."

  • MCSO looking for additional victims after arresting serial rapist in north Phoenix

    Maricopa County Sheriff's have arrested Rob Incorvaia on costs of kidnapping and sexual assault. MCSO says he focused prone girls.

  • Maricopa County health officers say Arizona isn't capable for in-grownup faculty

    guidelines on how and when faculties in Arizona can reopen are expected Friday. Maricopa County health officials say schools are not assembly benchmarks for reopening.

    • UP NEXT

    UP next

    a person who authorities called a "excessive profile sexual predator" was arrested for allegedly physically and sexually assaulting two teenage girls and one woman in Phoenix.

    Robert Incorvaia, 51, become arrested and faces 10 charges of sexual assault, six counts of aggravated assault, one count number of kidnapping, one count number of assault and one count of threatening and intimidating, the Phoenix Police branch introduced Friday.

    click to extend

    UP next

  • greater victims of accused Maricopa County serial rapist come forward

    Maricopa County Sheriff Paul Penzone also referred to that Incorvaia self-recognized an alias of "Rob the Rapist."

  • MCSO looking for additional victims after arresting serial rapist in north Phoenix

    Maricopa County Sheriff's have arrested Rob Incorvaia on costs of kidnapping and sexual assault. MCSO says he focused prone ladies.

  • Maricopa County health officers say Arizona isn't competent for in-adult faculty

    guidelines on how and when colleges in Arizona can reopen are expected Friday. Maricopa County fitness officials say colleges don't seem to be meeting benchmarks for reopening.

    • UP NEXT

    UP subsequent

    Incorvaia became first identified by using the Maricopa County Sheriff's workplace on Thursday, when Sheriff Paul Penzone publicly mentioned an investigation involving a "excessive profile sexual predator."

    in response to the Phoenix Police branch, Maricopa County Sheriff's office detectives determined that Incorvaia allegedly picked up women in the area of 19th Avenue to twenty seventh Avenue and northerly Avenue in Phoenix. 

    Incorvaia would allegedly tell the victims that he had a spot for them to reside. He would then take them to what Phoenix police spoke of had been areas in the sheriff's office's jurisdiction and alleged physically and sexually assault them. 

    The Maricopa County Sheriff's workplace talked about Thursday that the alleged abuse was carried out in the New River area.

    The victims, Maricopa County Sheriff's workplace officers pointed out, ranged in age and shared average elements of unstable housing, mental disease and restricted materials.

    They delivered that the victims were probably centered as a result of their vulnerability within the inhabitants. Incorvaia allegedly used diverse coercive methods depending on his sufferer and police agree with the number of competencies victims is high.

    The victims have been recognized by way of the Phoenix Police department on Friday as one woman and two teenage ladies. that they had been victimized over the ultimate three years, Phoenix police noted. 

    Maricopa County Sheriff Paul Penzone additionally talked about Thursday that Incorvaia self-recognized an alias of "Rob the Rapist."

    Phoenix police have been able to take the guidance from the Maricopa County Sheriff's office investigation and develop probable trigger that the suspect in their three situations became Incorvaia.

    He turned into taken into custody on the Maricopa County jail on Thursday and turned into taken to Phoenix Police branch headquarters. 

    Detectives tried to interview Incorvaia, but police referred to he refused to cooperate.

    The investigation is ongoing. when you have any information in regards to the incidents in Phoenix, you might be asked to name the Phoenix Police department at (602) 262-6151 or contact Silent Witness at 480-WITNESS or 480-TESTIGO for Spanish.

    you can also call the sheriff's workplace at 602-876-1011, 602-876-assistance (8477) or e mail advice@mcso.maricopa.gov. Please reference record # IR20-009013. 

    here's an ongoing situation. reside tuned to 12 news for the latest.

    WATCH THE PHOENIX POLICE branch'S PRESS convention FROM FRIDAY:

    news conference on sexual predator case - eight.7.20

    A 'excessive profile sexual predator' is accused of preying on and assaulting homeless, vulnerable ladies in Phoenix. Authorities provide an update on the investigation. extra: https://bit.ly/3kpbFGY

    Posted by way of 12 news on Friday, August 7, 2020

    WATCH THE MCSO'S PRESS conference FROM THURSDAY: 

    IN different news: No Arizona county meets criteria for reopening lecture rooms as AZDHS releases benchmarks

    additionally: $2M cash-simplest bond for airman charged with murder in Arizona


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