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EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Problem Management | - Root cause analysis techniques - Known error database usage |
| Access Management | - Authorization and rights management - Identity and access control principles |
| Service Operation Principles | - Functions and processes in Service Operation lifecycle phase - Purpose and value of Service Operation |
| Operational Activities | - IT operations management practices - Monitoring and control activities |
| Service Desk | - Service desk structure and models - Roles and responsibilities of service desk |
| Event Management | - Event correlation and response - Event detection and filtering |
| Incident Management | - Major incident handling - Incident lifecycle and workflow |
| Request Fulfilment | - Standard service requests handling - Request models and workflows |
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