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Prerequisites
Those applicants who are pursuing this ITIL certification must hold the ITIL Foundation certificate. It is also recommended that the test takers are conversant with IT terminology. Moreover, they should understand OSA in the context of specific business environments. In addition, the specialists need to possess practical experience in at least one service management capacity in the service provider environments. The intended audience for this certification is the business managers, operational staff, and Information Technology specialists who work in the organizations that have adopted as well as adapted the Information Technology Infrastructure Library.
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To fully qualify for the ITILSC-OSA exam, more prerequisites are needed, and they include:
- Not less than 30 hours of training, which exclude breaks as well as time for summary review, and which should have to be accessed through an authorized trainer or an e-learning plan that has an accreditation;
- The ITIL Foundation certificate in ITSM;
- Having between 2 and 4 years of experience as a specialist who has worked with ITSM is highly advised;
- At least 12 hours of personal study, which involves a review of the required syllabus as well as critical aspects of core guidance of the ITIL Service Operation that is directed at the exam preparation, and to be specific at Chapter 2 that deals with the service management as a practice.
Exam Details
The professionals who plan to get certified need to nail the ITIL ITILSC-OSA test. It has the duration of 1.5 hours and comes with several multiple-choice questions. The pass mark is 28 on a scale of 40. The exam is given in the English, Japanese, Brazilian Portuguese, Spanish (Latin America), French, Danish, and German languages.
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EXIN ITILSC-OSA日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident Management | - Incident lifecycle and workflow - Major incident handling |
| Topic 2: Service Operation Principles | - Purpose and value of Service Operation - Functions and processes in Service Operation lifecycle phase |
| Topic 3: Problem Management | - Known error database usage - Root cause analysis techniques |
| Topic 4: Service Desk | - Service desk structure and models - Roles and responsibilities of service desk |
| Topic 5: Access Management | - Authorization and rights management - Identity and access control principles |
| Topic 6: Request Fulfilment | - Request models and workflows - Standard service requests handling |
| Topic 7: Operational Activities | - IT operations management practices - Monitoring and control activities |
| Topic 8: Event Management | - Event correlation and response - Event detection and filtering |
