Certification: ITIL OSA
Certification Full Name: ITIL Operational Support and Analysis
Certification Provider: ITIL
Exam Code: ITILSC-OSA
Exam Name: ITIL Service Capability Operational Support and Analysis


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"ITIL Service Capability Operational Support and Analysis Exam", also known as ITILSC-OSA exam, is a ITIL certification exam.

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Certification Prerequisites

ITIL OSA stands for ITIL operational support and analysis certificate. This course is meant exclusively for the IT service management professionals. Once you complete the course you will be able to resolve incidents much faster and better. You can apply for ITIL OSA if you have ITIL foundation done. You may have to provide your foundation certificate as proof. ITIL OSA is basically the intermediate level of ITIL. In this level one learns how to implement the principles of ITIL into operation making you a better professional.

The content of ITIL OSA consists of the following subjects:

  1. The service desk
  2. Problem management
  3. Event management
  4. Access management
  5. Incident management
  6. Request fulfilment
  7. Introduction to operational support and analysis
  8. Functions and roles
  9. Technology and implementation consideration

Exam information for ITIL OSA

Some points that you must know as you prepare for ITIL OSA exams are as follows:

  1. The exam has total of about eight questions. The duration of the test is about 90 minutes. It consists of about forty marks.
  2. The passing marks for ITIL OSA are seventy percent.
  3. The exam is not an open book and you will not be allowed to refer to anything.
  4. You are also not allowed to carry any electronic equipment with you for the exam.

Before you appear for ITIL OSA exam you must ensure that you are well prepared for the exams. To ensure this you can do the following:

  1. You can join an interactive classroom that will train you on all the modules of ITIL OSA.
  2. There are few training organizations that offer ITIL OSA training.
  3. These training institutes also arrange for e-learning absolutely free.
  4. The fee of these courses may keep changing from country to country and institute to institute. Please contact the closest training centre and ensure that you enrol for the training.
  5. You can download the sample question papers and prepare for the exams better. Mock exams are a must for a better score.
  6. The training course is for about five days. CLAss size is not more than eighteen students. Try to register for the courses well in advance. Before you attend the training you must ensure that you read ITIL service lifecycle core publications.
  7. Apart from CLAssroom training one must spend at least two hours a day in order to prepare for this exam.

Benefits of ITIL OSA:

We will now move on to discuss the various advantages of completing ITIL OSA.

  1. This can help the professional to ensure better customer satisfaction.
  2. This helps the professionals in planning and ensuing that they implement the OSA processes.
  3. With the completion of this course one can definitely get an edge over others and ensure better success. This can also take your career to the next level.
  4. ITIL OSA can ensure that you learn to achieve operational excellence.
  5. With the knowledge of ITIL OSA you can improve your knowledge and operational skills.
  6. The larger the organisation is the more difficult it is to ensure smooth service is provided to the client. This is exactly where the professionals with ITIL OSA come handy as they can manage the problems better. Many companies invest on training their professionals on ITIL OSA.

Expert review

I was doing well in my job as an IT service provider. I wanted to get promoted and move to the next level. I realised that my knowledge was not sufficient and I needed to brush up my skills. This is exactly why I took up ITIL OSA course. I was a little sceptical if I will be able to manage it with my job. I was able to complete the course on time and also got the certification. After I cleared ITIL OSA I realised that it did make a lot of difference to my work. Gradually my abilities got recognised and I was eventually promoted to the next level. I would say that any IT service management professional must take up this course.

Ivan Butler, Project manager, STG, Washington.

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