Download EXIN : ITILSC-OSA Questions & Answers as PDF & Test Software
Updated: Aug 31, 2026
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Exam Topics
The ITIL ITILSC-OSA test includes several domains. The applicants should get familiar with them as early as possible. For this purpose, they may download the exam blueprint from the official webpage. The highlights of the subject areas that are covered in the test are enumerated as follows:
- Service Desk: As for the next objective, the test takers need to show their ability to analyze and interpret the principles, relationships, techniques, and applications of the service desk for the operation and support of efficient service solutions.
- Request Fulfillment: This domain covers the learners’ knowledge, analysis, and interpretation of request fulfillment relationships, techniques, and principles as well as the application of them to the support and operation of effective service solutions. In addition, it includes the knowledge of the request fulfillment processes, which cover its operation, activities, and components as well as the metrics and measurement model to be used for the support of incident management in Operational Support & Analysis practices.
- Event Management: This part covers the individuals’ knowledge, analysis, and interpretation of event management core principles, relationships, techniques, and the application to the effective service solutions’ operation. It also focuses on the process of event management, including its design strategies, activities, operations, and components. In addition, this section needs effective event management & provision of samples indicating how this is utilized to allow for service quality in OSA.
- Management of Problems: The next subject area includes the candidates’ knowledge, analysis, and interpretation of the principles, relationships, and techniques of problem management as well as their application for the operation and support of effective service solutions. In addition, it covers a comprehension of the end-to-end processes associated with the management of problems, which includes problem analysis techniques, components, operations, activities, and error detection within the organizational structure.
- Management of Incidents: The next topic includes one’s knowledge, analysis, and interpretation of management of incidents relationships, techniques, principles, and applications of the same for the support & operations of efficient service solutions. Furthermore, it focuses on the management of incidents processes, including the components, operations, and activities. The examinees should also understand the metrics and measurement model, which would be utilized to assist the management of incidents in Operational Support & Analysis practices. In addition, they need to possess a comprehension of the business value and benefits of incident management.
- Access Management: This part focuses on your knowledge, analysis, and interpretation of access management relationships, techniques, principles, and the application of the same for the operation and support of efficient service solutions. It also includes the end-to-end processes with the access management process covering the components, operations, and activities.
- Operational Support & Analysis: The first module requires a comprehension of the core concepts and terms of OSA, including the lifecycle in the Operational Support & Analysis context, optimization of the performance of service operation, and its value to the OSA business activities.
- Technology & Implementation Considerations: The last area requires that the applicants possess the competence in analyzing and interpreting technology & implementation.
- Functions & Roles: This module focuses on the students’ knowledge, analysis, and interpretation of principles, relationships, and techniques as well as the application for the operation and support of efficient service solutions. Furthermore, it covers a comprehension of the roles in OSA processes & the generic roles.
ITILSC-OSA Exam Entry Criteria
For those in need of training and testing for the ITILSC-OSA test, they should be holding the ITIL Foundation certificate, which is in ITSM and which must be provided to enable admission. In case you have any of these qualifications, you will be allowed to start preparing for the exam if you also have:
- ITIL Expert certification in ITSM, which needs to have been achieved through the Practitioner or Service Manager bridging process.
- Earlier versions of ITIL V2 Foundation including Foundation Bridge;
How to book the ITILSC-OSA Exam
These are following steps for registering the ITILSC-OSA exam. Step 1: Visit PeopleCert Exam Registration Step 2: Select the onsite proctored or online proctored delivery method of Certification Exam Step 3: Select Date, time and confirm with a payment method
EXIN ITILSC-OSA Exam Overview:
| Certification Vendor: | EXIN |
|---|---|
| Exam Name: | ITIL Service Capability Operational Support and Analysis Exam |
| Exam Number: | ITILSC-OSA |
| Exam Format: | Closed-book, Scenario-based multiple-choice, Gradient scoring |
| Available Languages: | Brazilian Portuguese, German, English, Spanish (Latin America), Japanese, Danish, French |
| Exam Price: | 399 USD |
| Certificate Validity Period: | 3 years |
| Exam Duration: | 90 (120 for non-native language) |
| Related Certifications: | ITIL Intermediate Capability Stream ITIL Expert ITIL V3 Foundation |
| Passing Score: | 70% (28/40 points) |
| Real Exam Qty: | 8 scenario-based, gradient-scored |
| Recommended Training: | EXIN Accredited Training Providers AXELOS Official Syllabus |
| Exam Registration: | EXIN Official Registration |
| Sample Questions: | EXIN ITILSC-OSA Sample Questions |
| Exam Way: | Online proctored or at accredited test centers |
| Pre Condition: | Hold ITIL V3 Foundation or ITIL 4 Foundation; 30 hours accredited training recommended; 2–4 years ITSM experience desirable |
| Official Syllabus URL: | https://www.exin.com/en/exams/itil-service-capability-operational-support-and-analysis-itilsc-osa |
EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Technology and Implementation Considerations | 5% | - Critical success factors - Tools and automation - Challenges and risks |
| Access Management | 10% | - Compliance and security - Process steps and controls - Purpose and policies |
| Operational Support and Analysis Principles | 15% | - Service Operation lifecycle context - Core concepts and terminology - Business value and optimization |
| Service Desk and Technical/Application/IT Operations Management | 10% | - Service desk functions and structure - IT operations control and facilities management - Technical management activities - Application management practices |
| Request Fulfillment | 10% | - Request models and automation - Purpose and scope - Process and activities |
| Problem Management | 15% | - Proactive and reactive activities - Known errors and workarounds - Root cause analysis techniques |
| Incident Management | 20% | - Process flow and activities - Interfaces and KPIs - Prioritization and escalation - Objectives and scope |
| Event Management | 15% | - Purpose, scope, principles - Activities and processes - Metrics and interfaces |
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