ITIL(R) V3 Capability Certificate in Operations Exam Only
1 day - ITIL3COSAEX 

 

Profile


The ITIL Certificate in Operational Support and Analysis (OSA) Course is one of the four courses that fit into the capability stream for ITIL Version 3 certification.

This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.

It is accredited by, and follows the syllabus specified by the APM Group (www.apmgroup.co.uk).

The Operational Support and Analysis Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:

Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
The Service Desk
Technical Management
IT Operations Management

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%)

Prerequisites


  • The ITIL Certificate in Operational Support and Analysis (OSA) Course is one of the four courses that fit into the capability stream for ITIL Version 3 certification.
  • Please note, any delegates who special requirements(impaired vision, Dyslexia, English as second language etc) should make this known at the point of booking so provision can be made with the ISEB.
  • Delegates will be required to provide documented evidence that you have either passed the ITIL Version 3 Foundation
  • Please note, this exam is only available for Candidates who have previously sat the "Service Capability: Operational Support and Analysis" with QA


Skills


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