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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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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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| Section | Objectives |
|---|---|
| Topic 1: Problem Management | - Problem Management Process
|
| Topic 2: Service Desk | - Service Desk Function
|
| Topic 3: Technology and Implementation Considerations | - Technology in OSA
|
| Topic 4: Incident Management | - Incident Management Process
|
| Topic 5: Introduction to Operational Support and Analysis | - Overview of OSA in ITIL Service Lifecycle
|
| Topic 6: Request Fulfilment | - Request Fulfilment Process
|
| Topic 7: Event Management | - Event Management Process
|
| Topic 8: Functions and Roles | - Operational Roles & Functions
|
| Topic 9: Access Management | - Access Management Process
|
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