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Other than the certificates and qualifications, candidates should also ensure their abilities to meet the following criteria:
- One ought to have served in the capacity of service management within an environment for a service provider while being responsible for a minimum of one of the management disciplines. These include event management, incident management, problem management, and access management processes. More comprise technical management, service desk, application management, and IT operations management.
- The demonstration of familiarity with terminology for IT and comprehend OSA within the circumstances of a certain business environment;
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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.
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.
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EXIN ITILSC-OSA日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Desk and Technical/Application/IT Operations Management | 10% | - Application management practices - IT operations control and facilities management - Technical management activities - Service desk functions and structure |
| Topic 2: Request Fulfillment | 10% | - Request models and automation - Process and activities - Purpose and scope |
| Topic 3: Technology and Implementation Considerations | 5% | - Challenges and risks - Critical success factors - Tools and automation |
| Topic 4: Event Management | 15% | - Purpose, scope, principles - Metrics and interfaces - Activities and processes |
| Topic 5: Problem Management | 15% | - Root cause analysis techniques - Known errors and workarounds - Proactive and reactive activities |
| Topic 6: Incident Management | 20% | - Objectives and scope - Interfaces and KPIs - Prioritization and escalation - Process flow and activities |
| Topic 7: Access Management | 10% | - Purpose and policies - Process steps and controls - Compliance and security |
| Topic 8: Operational Support and Analysis Principles | 15% | - Business value and optimization - Core concepts and terminology - Service Operation lifecycle context |
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