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ITIL Intermediate Qualification: Operational Support and Analysis (OSA) is a piece of the ITIL Service Capability work stream domain. It is designed to evaluate the competence of the professionals in applying OSA practices to the support and resolution of the lifecycle of service management. It covers the following Information Technology Infrastructure Library role, process as well as function areas: request fulfillment, event management, problem management, management of IT operations, management of incidents, application management, access management, and technical management.
EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Event Management | - Event Management Process
|
| Introduction to Operational Support and Analysis | - Overview of OSA in ITIL Service Lifecycle
|
| Request Fulfilment | - Request Fulfilment Process
|
| Incident Management | - Incident Management Process
|
| Service Desk | - Service Desk Function
|
| Problem Management | - Problem Management Process
|
| Technology and Implementation Considerations | - Technology in OSA
|
| Functions and Roles | - Operational Roles & Functions
|
| Access Management | - Access Management Process
|
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