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