PeopleCert ITILSC-OSA Exam Topics

PeopleCert ITILSC-OSA Exam Overview :

Exam Name:	ITIL Service Capability Operational Support and Analysis
Exam Code:	ITILSC-OSA
Certifications:	PeopleCert ITIL Certification
Actual Exam Duration:	20 minutes
Expected no. of Questions in Actual Exam:	8
See Expected Questions:	PeopleCert ITILSC-OSA Expected Questions in Actual Exam

PeopleCert ITILSC-OSA Exam Objectives :

Section	Objectives
Learning Unit OSA01: Introduction to operational support and analysis	Bloom’s 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	Bloom’s 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	Bloom’s 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	Bloom’s 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	Bloom’s 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	Bloom’s 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	Bloom’s 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	Bloom’s 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	Bloom’s 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.
Official Information	https://www.axelos.com/Corporate/media/Files/Syllabi/The_ITIL_Intermediate_Qualification_Operational_Support_and_Analysis_Certificate_Syllabus_v5-4.pdf

Updates in the PeopleCert ITILSC-OSA Exam Topics:

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