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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.
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EXIN ITILSC-OSA日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Problem Management | - Known error database usage - Root cause analysis techniques |
| Topic 2: Access Management | - Identity and access control principles - Authorization and rights management |
| Topic 3: Service Desk | - Service desk structure and models - Roles and responsibilities of service desk |
| Topic 4: Request Fulfilment | - Standard service requests handling - Request models and workflows |
| Topic 5: Event Management | - Event correlation and response - Event detection and filtering |
| Topic 6: Service Operation Principles | - Purpose and value of Service Operation - Functions and processes in Service Operation lifecycle phase |
| Topic 7: Incident Management | - Incident lifecycle and workflow - Major incident handling |
| Topic 8: Operational Activities | - Monitoring and control activities - IT operations management practices |
