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EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Incident Management | 20% | - Objectives and scope - Prioritization and escalation - Interfaces and KPIs - Process flow and activities |
| Request Fulfillment | 10% | - Process and activities - Request models and automation - Purpose and scope |
| Event Management | 15% | - Purpose, scope, principles - Metrics and interfaces - Activities and processes |
| Operational Support and Analysis Principles | 15% | - Service Operation lifecycle context - Business value and optimization - Core concepts and terminology |
| Service Desk and Technical/Application/IT Operations Management | 10% | - Application management practices - Technical management activities - Service desk functions and structure - IT operations control and facilities management |
| Problem Management | 15% | - Known errors and workarounds - Root cause analysis techniques - Proactive and reactive activities |
| Access Management | 10% | - Purpose and policies - Compliance and security - Process steps and controls |
| Technology and Implementation Considerations | 5% | - Critical success factors - Challenges and risks - Tools and automation |
