Description
Target Group:
You are an incident manager, service (or service-level) manager, IT professional, business manager or business process owner and involved in carrying out operational processes in your organization. You would like to know more about Operational Support and Analysis. You contribute directly or indirectly to a higher level of IT Service Management.
ITIL Intermediate OSA Online Exam
Context:
You are involved regularly or on a daily-basis with the operational support of IT Service Management. This may be through preventing or quickly resolving incidents, managing access rights or any manner of operational activities.
Prerequisites:
-The ITIL® Foundation certificate in IT Service Management (Or the Foundation certificate in IT Service Management (based on ITIL®) (version 2) in combination with the ITIL®Foundation bridge certificate).
-An accredited training by an accredited training provider.
ITIL Intermediate OSA Exam Content:
The candidates’ competencies that will be tested in this ITIL Intermediate OSA Exam are :
1. Introduction to operational support and analysis.
2. Event management.
3. Incident management.
4. Request fulfillment.
5. Problem management.
6. Access management.
7. The service desk.
8. Functions and Roles.
9. Technology and implementation considerations.
ITIL Intermediate OSA Exam Details:
- Number of Questions: 8
- Pass mark: 70%
- Open book: No
- Electronic equipment allowed: No
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