EXIN ITIL OSA ITILSC-OSA

Getcertkey offers ITILSC-OSA exam preparation in three flexible formats: a printable PDF for study anywhere, a desktop test engine for realistic offline practice, and an online test engine that runs in any browser. However you prefer to prepare, the EXIN ITIL Service Capability Operational Support and Analysis material fits your routine.

EXIN ITILSC-OSA Exam Overview:

Certification Vendor:	EXIN / PeopleCert (ITIL Framework)
Exam Name:	ITIL Service Capability Operational Support and Analysis Exam
Exam Number:	ITILSC-OSA
Available Languages:	English
Exam Format:	Multiple Choice, Scenario-Based Questions
Passing Score:	70% (28/40)
Real Exam Qty:	8
Related Certifications:	Other ITIL Intermediate Capability Modules ITIL Service Capability SOA ITIL Foundation Certificate in IT Service Management
Exam Duration:	90 minutes
Sample Questions:
Exam Way:	Proctored exam (scenario-based multiple choice) taken at an authorized test center or online via an accredited testing partner.:contentReference[oaicite:1]{index=1}
Pre Condition:	Must hold ITIL Foundation Certificate in IT Service Management (or equivalent) to be eligible to sit the exam; formal training from an accredited provider is recommended.:contentReference[oaicite:0]{index=0}
Official Syllabus URL:	https://www.exin.com/itil-certification/

EXIN ITILSC-OSA Exam Syllabus Topics:

EXIN ITIL Service Capability Operational Support and Analysis Exam FAQ: What Candidates Ask Most

What is the EXIN ITILSC-OSA exam?

The ITILSC-OSA exam is the official EXIN / PeopleCert (ITIL Framework) exam behind the ITIL OSA certification, validating the skills measured by the EXIN ITIL Service Capability Operational Support and Analysis credential. It sits at the Intermediate / Capability level of the EXIN / PeopleCert (ITIL Framework) certification program. It also connects to ITIL Foundation Certificate in IT Service Management, ITIL Service Capability SOA, Other ITIL Intermediate Capability Modules, so the knowledge you build here carries over to those tracks as well.

How many questions are on the ITILSC-OSA exam, and how much time do I get?

The ITILSC-OSA exam contains 8 questions to be completed within 90 minutes. Before exam day, divide the available time by the question count to work out a comfortable per-question pace, and mark any item that eats into it so you can return later instead of getting stuck. Timed sessions in the Getcertkey test engines make that pacing automatic — run at least two full-length mock exams under the clock so time pressure never becomes the reason you drop points.

Are there any prerequisites for the ITILSC-OSA exam?

Must hold ITIL Foundation Certificate in IT Service Management (or equivalent) to be eligible to sit the exam; formal training from an accredited provider is recommended.:contentReference[oaicite:0]{index=0} Requirements can change when EXIN / PeopleCert (ITIL Framework) revises its certification program, so confirm the current eligibility rules on the official exam page before you register.

Can I try the ITILSC-OSA practice questions before I buy?

Yes. Getcertkey provides a free ITILSC-OSA PDF demo so you can review the question style and answer quality before purchasing. Every purchase also includes 365 days of free updates — if EXIN revises the exam during that period, the updated material reaches you at no cost. Once the free-update year ends, you can extend your update service at a 50% discount.

What if I fail the ITILSC-OSA exam, and how is my order delivered?

Every EXIN ITIL Service Capability Operational Support and Analysis purchase on Getcertkey is covered by a 100% money-back guarantee with clear conditions: if you take the corresponding exam within 60 days of your purchase and do not pass, you can claim a full refund by submitting a scanned copy of your exam enrollment slip and your official score report as a PDF within two days of the exam date; claims are processed within seven days of submission. The guarantee does not apply to exams taken within three days of purchase, to material that was downloaded but never used in an exam attempt, or to free products and expired orders, and the candidate name must match the payer name. If you would rather not take a refund, you can instead exchange your purchase for two free exam preparation products of equal value and keep the update service on your original product.

Delivery is instant: your download is sent to your email within one minute of payment, with no limit on how many computers you may install the material on. If nothing arrives within two hours, check your spam folder and contact customer service for help.

What topics are covered in the ITILSC-OSA exam?

The EXIN ITIL Service Capability Operational Support and Analysis exam blueprint is organized into 9 domains. The first three are:

• Problem Management
• Access Management
• Functions and Roles

For the complete domain-by-domain breakdown, scroll up to the full exam topics outline above and use it to plan how you distribute your study time.

EXIN ITIL Service Capability Operational Support and Analysis Sample Questions:

Question 1

Functions are best described as?

A. Self-Contained units of organizations
B. A team of IT staff who provide a single point of contact for all user communication
C. Closed loop control systems
D. Inter-related activities with a defined goal or output

Question 2

Scenario
Brewster's is a toy factory that has been in business for 30 years.The company started with a small family run shop and has grownconsistently over the years. They are now supplying toy storesnationwide and are considered to be the primary supplier of children'scollectable novelty erasers.
improvement.
the last 5 years.
Overall a consistent satisfaction level. However, responses completed during the
Brewster's IT department is relatively small (currently 15 staff) butefficient. They have recently employed an IT Manager in an attemptto improve the management of the infrastructure, as well as moreeffective use of resources and identification of areas for The Brewster's management teams do not have a lot of ITknowledge. The newly appointed IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is appropriatethere are currently no formal processes in place. On starting with thecompany the IT Manager completed an internal assessment of the ITinfrastructure - including staff skills analysis, and collated the resultsfrom customer satisfaction surveys completed over The main areas of concern are as follows: Responses from customer satisfaction survey: - past 12 months show an increase in customers who were unsatisfied with call
waiting times when contacting the service desk for help with online orders and requests for information.
--
-
Customers added the following additional comments:
"Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress"
"Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests"
-
Results from Staff Skills Analysis:
Staff, in general, have a good knowledge of IT systems and a basic understanding of the business processes and objectives. However, staff are not well informed of upcoming releases of new or changed services and not given adequate information to relay to the customers.
--
Staff added the following additional comments:
"Communication between Service Operation departments has become inefficient -
there are meetings for the sake of meetings, but the important information we need
to know to do our day to day jobs is lacking"
- "I still don't know what half of the people do, that work in the IT department!"
Results from General IT Infrastructure assessment:
- Lack of event monitoring and planning
- Lack of input from Operational Support departments into Service Design
- Lack of skill and information sharing across the Operational Support teams with
regards to Incident, Problem, Workarounds and Known Error data.
- Little to no proactive activities being carried out.
Refer to Scenario
Through further investigation you identify that there is no formalmeans of collecting data to identify service improvement, other thancustomer surveys. These are very subjective and do not give abalanced picture regarding quality of service.
Through discussions with the Continual Service ImprovementManager, you decide to start collecting a range of metrics to helpidentify service improvements.
Which metrics would be relevant to Service Desk?

A. % of calls answered by Service Desk Averagetime to resolve problems Averagetime to escalate problem % of customer updates conducted within Service Desktimes Customerfeedback Averagecost of handling problem
B. % of calls resolved by Service Desk Averagetime to resolve incident Averagetime to escalate incident % of customer updates conducted within target times Customerfeedback AverageService Desk cost of handling incident
C. o % of calls answered by Service Desk Averagetime to escalate incident % of customer updates conducted within Service Deskhours Customerfeedback Averagecost of handling incident
D. % of calls resolved by Service Desk Average time to identify incident Average time to escalate incident % of user updates conducted within target times Customer feedback Average Service Desk cost of handling incident

Question 3

Which of the following BEST describes the purpose of EventManagement?

A. To detect and escalate exceptions to normal service operation
B. To monitor and control the activities of technical staff
C. To detect events, make sense of them and determine the appropriate control action
D. To monitor interactions and exceptions within the infrastructure

Solutions: