ITIL Intermediate Module – Operational Support and Analysis: FAQ’s
Here are the Frequently Asked Questions about the ITIL Operational Support and Analysis (ITIL OSA) certification exam.
What is the purpose of ITIL OSA Exam?
The ITIL Operational Support and Analysis (ITIL OSA) module is one of the certifications in the ITIL® Service Capability workstream. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The exam focuses on the practical application of OSA practices in order to enable event, incident, request, problem, access, technical, IT operations, and application management. The content of the module is based mainly on the best practice guidance contained in the ITIL Service Operation publication.
Who are the intended audience for the exam?
The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to:
- Firstly, IT professionals
- Secondly, Business managers
- Thirdly, Business process owners
- Fourthly, Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
- Furthermore, IT professionals who are working within an organization that has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement program
- Then, Operational staff involved in the event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
- Moreover, Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
- Also, Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
- Lastly, Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
What are the pre-requisites of the exam?
Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:
- Firstly, earlier ITIL (V2) Foundation plus Foundation Bridge
- Secondly, ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).
What are the exam objectives?
The main topics in this exam are –
- Firstly, Introduction to operational support and analysis
- Secondly, Event management
- Thirdly, Incident management
- Fourthly, Request fulfillment
- Also, Problem management
- Then, Access management
- Furthermore, The service desk
- Moreover, Functions and Roles
- Lastly, Technology and implementation considerations
What is the total number of questions in the exam?
There will be 8 questions.
What is the passing score?
You need to score 70% to pass the exam. One needs to score out of maximum marks 40.
What is the duration of the exam?
The exam duration is 90 minutes.
What is the level of Exam C_SMPADM_30?
It is an Intermediate level exam.
What is the format of the exam?
8 multiple-choice, scenario-based, gradient-scored questions.
Each question will have:
- 4 possible answer options
- one which is worth 5 marks
- then, one which is worth 3 marks
- next, one which is worth 1 mark
- lastly, one which is a distracter and achieves no marks
