This intermediate course builds on the general principles covered as part of the ITIL Foundation Certificate course and provides in-depth knowledge of the ITIL OSA topics as specified in the ITIL Service Capability curriculum. This includes Event Management, Incident Management, Request Fulfilment, Problem Management and Access Management processes. The course also covers the Service Desk, Technical Management, IT Operations Management and Application Management functions.
The OSA exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 4 credits towards the ITIL Expert certification.
It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.