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Other than the certificates and qualifications, candidates should also ensure their abilities to meet the following criteria:

• One ought to have served in the capacity of service management within an environment for a service provider while being responsible for a minimum of one of the management disciplines. These include event management, incident management, problem management, and access management processes. More comprise technical management, service desk, application management, and IT operations management.
• The demonstration of familiarity with terminology for IT and comprehend OSA within the circumstances of a certain business environment;

Reference: https://www.axelos.com/Corporate/media/Files/Syllabi/The_ITIL_Intermediate_Qualification_Operational_Support_and_Analysis_Certificate_Syllabus_v5-4.pdf

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Training Course for ITILSC-OSA Validation

Since taking the test is only allowed after undertaking an accredited training, awareness of what this process entails is of the utmost importance. AXELOS has approved various training providers to help the candidates prepare for their tests. Each provider can structure its delivery style in a manner that it finds the most appropriate. However, their ultimate goal should be to ensure that their learners will be assisted to cover the requisite units, which have to follow the exam syllabus. Also, the delivery mode should be virtual or through e-learning. Once learners complete the curriculum, they should display the competencies below:

• Challenges, CSFs (Crucial Success Factors), as well as risks related to OSA;
• How important IT security is and how it contributes to OSA;
• The usage of processes, activities, as well as functions of OSA in achieving operational excellence;
• Planning for service operation with descriptions of roles as well as functions that are to be carried out in service operation alongside support. This covers service desk, IT operations management, application management, and technical management.
• Knowing the technology as well as execution considerations that surround OSA;
• The place of OSA activities in supporting the ‘service lifecycle’;
• Specifically emphasizing the lifecycle processes in addition to roles for service operation, which include event management, incident management, request fulfillment, problem management, and access management;
• The value that OSA activities bring to the business;
• The interaction between the OSA processes with other processes within the service lifecycle;
• Operational activities associated with processes covered within other stages of the lifecycle like change management, service asset & configuration, capacity management, availability management, knowledge management, and more;
• Measuring OSA;
• How to optimize the performance of service operation;

Besides lectures, it is highly suggested that learners be prepared fully for the ITILSC-OSA exam and the workplace environment through practical exercises in the process of the course. Also, it would be prudent for them to get a chance to take a mock test.

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The ITILSC-OSA exam is among the tests within the ITIL Service Capability (SC) workstream, where OSA is Operational Support Analysis. This intermediate exam is focused on how to practically apply OSA practices so that there is enabling of event, request, access, problem, IT operations, technical, as well as application management.

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