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Last Updated: Jul 19, 2026
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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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Prerequisites
Those applicants who are pursuing this ITIL certification must hold the ITIL Foundation certificate. It is also recommended that the test takers are conversant with IT terminology. Moreover, they should understand OSA in the context of specific business environments. In addition, the specialists need to possess practical experience in at least one service management capacity in the service provider environments. The intended audience for this certification is the business managers, operational staff, and Information Technology specialists who work in the organizations that have adopted as well as adapted the Information Technology Infrastructure Library.
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ITILSC-OSA Exam topics
Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our ITILSC-OSA exam dumps will include the following topics:
- The service desk
- Access management
- Problem management
- Introduction to operational support and analysis
- Request fulfillment
- Incident management
- Event management
- Technology and implementation considerations
- Functions and Roles
EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Technology and Implementation Considerations | - Technology in OSA
|
| Topic 2: Service Desk | - Service Desk Function
|
| Topic 3: Functions and Roles | - Operational Roles & Functions
|
| Topic 4: Access Management | - Access Management Process
|
| Topic 5: Event Management | - Event Management Process
|
| Topic 6: Incident Management | - Incident Management Process
|
| Topic 7: Request Fulfilment | - Request Fulfilment Process
|
| Topic 8: Problem Management | - Problem Management Process
|
| Topic 9: Introduction to Operational Support and Analysis | - Overview of OSA in ITIL Service Lifecycle
|
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