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The ITILSC-OSA exam is among the tests within the ITIL Service Capability (SC) workstream, where OSA is Operational Support Analysis. This intermediate exam is focused on how to practically apply OSA practices so that there is enabling of event, request, access, problem, IT operations, technical, as well as application management.

Who Needs ITILSC-OSA Test?

Those required to pass the ITILSC-OSA exam are in IT professions such as applications support, configuration manager, availability manager, IT operations manager, and network support. There are also those like database administrator and network control & operation. If you are concerned with the OSA processes alongside functions and require an intensive awareness of how such areas can contribute to enhancing the quality in support of IT services in a given organization, then it is sensible to apply for such an exam. However, anyone else can take it based on his/her objectives and goals for his/her career. Passing the ITILSC-OSA exam leads to the ITIL Operational Support and Analysis certificate.

ITILSC-OSA Exam Entry Criteria

For those in need of training and testing for the ITILSC-OSA test, they should be holding the ITIL Foundation certificate, which is in ITSM and which must be provided to enable admission. In case you have any of these qualifications, you will be allowed to start preparing for the exam if you also have:

• Earlier versions of ITIL V2 Foundation including Foundation Bridge;
• ITIL Expert certification in ITSM, which needs to have been achieved through the Practitioner or Service Manager bridging process.

Other than the certificates and qualifications, candidates should also ensure their abilities to meet the following criteria:

• The demonstration of familiarity with terminology for IT and comprehend OSA within the circumstances of a certain business environment;
• 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.

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;
• Having between 2 and 4 years of experience as a specialist who has worked with ITSM is highly advised;
• The ITIL Foundation certificate in ITSM;
• 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.

ITILSC-OSA Exam Details

The ITILSC-OSA test will carry 8 scenario-based questions in the form of multiple-choices and has a required minimum score of 70%. It is a closed-book test and will be lasting for 1.5 hours. If the language you are using to take the official exam is not your mother tongue, then you are allowed up to 2 hours to finish. In furthering your interests in the exam, a dive into the relevant training course is a great way to proceed.

Training Course for ITILSC-OSA Validation

Since taking the test is only allowed after undertaking an accredited training, awareness of what this process entails is of the utmost importance. AXELOS has approved various training providers to help the candidates prepare for their tests. Each provider can structure its delivery style in a manner that it finds the most appropriate. However, their ultimate goal should be to ensure that their learners will be assisted to cover the requisite units, which have to follow the exam syllabus. Also, the delivery mode should be virtual or through e-learning. Once learners complete the curriculum, they should display the competencies below:

• The value that OSA activities bring to the business;
• The place of OSA activities in supporting the ‘service lifecycle’;
• How to optimize the performance of service operation;
• The interaction between the OSA processes with other processes within the service lifecycle;
• Measuring OSA;
• The usage of processes, activities, as well as functions of OSA in achieving operational excellence;
• How important IT security is and how it contributes to OSA;
• Knowing the technology as well as execution considerations that surround OSA;
• Challenges, CSFs (Crucial Success Factors), as well as risks related to OSA;
• Specifically emphasizing the lifecycle processes in addition to roles for service operation, which include event management, incident management, request fulfillment, problem management, and access management;
• Operational activities associated with processes covered within other stages of the lifecycle like change management, service asset & configuration, capacity management, availability management, knowledge management, and more;
• Planning for service operation with descriptions of roles as well as functions that are to be carried out in service operation alongside support. This covers service desk, IT operations management, application management, and technical management.

Besides lectures, it is highly suggested that learners be prepared fully for the ITILSC-OSA exam and the workplace environment through practical exercises in the process of the course. Also, it would be prudent for them to get a chance to take a mock test.

Conclusion

The OSA module is a perspective that prepares organizations as well as individuals for knowledge in managing the daily IT services operations and gaining a better approach to the execution of ITIL processes. Thus, through the ITILSC-OSA test, specialists will be assisting their employers in service delivery and support to their customers. It all boils down to people, relationships, processes, as well as infrastructure technology that is needed for ensuring that a specific program or organization is capable of extending IT services that are high quality in addition to being cost-effective. The aim of obtaining the ITIL Operational Support and Analysis designation is to meet the needs of the organization in addition to those of the customer.

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