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EXIN ITILSC-OSA Exam Overview:
| Certification Vendor: | EXIN |
|---|---|
| Exam Name: | ITIL Intermediate Capability: Operational Support and Analysis (OSA) |
| Exam Number: | ITILSC-OSA |
| Exam Duration: | 90 minutes |
| Available Languages: | English |
| Passing Score: | 70% (28/40) |
| Exam Price: | Approximately USD 250 (varies by region and exam institute) |
| Exam Format: | Multiple answer questions, Scenario-based multiple choice |
| Real Exam Qty: | 8 scenario-based multiple choice questions |
| Certificate Validity Period: | 3 years |
| Related Certifications: | ITIL Intermediate Capability: Service Offerings and Agreements (SOA) ITIL Foundation ITIL Managing Across the Lifecycle (MALC) ITIL Intermediate Capability: Planning, Protection and Optimization (PPO) |
| Recommended Training: | EXIN Accredited Training Providers |
| Exam Registration: | EXIN ITIL Certification Page |
| Sample Questions: | DOWNLOAD DEMO |
| Exam Way: | Computer-based exam (online proctored or test center) |
| Pre Condition: | ITIL Foundation certification is required before taking this exam. |
| Official Syllabus URL: | https://www.exin.com |
EXIN ITILSC-OSA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Operational Activities | - IT operations management practices - Monitoring and control activities |
| Request Fulfilment | - Request models and workflows - Standard service requests handling |
| Event Management | - Event detection and filtering - Event correlation and response |
| Service Desk | - Service desk structure and models - Roles and responsibilities of service desk |
| Problem Management | - Root cause analysis techniques - Known error database usage |
| Access Management | - Identity and access control principles - Authorization and rights management |
| Incident Management | - Incident lifecycle and workflow - Major incident handling |
| Service Operation Principles | - Functions and processes in Service Operation lifecycle phase - Purpose and value of Service Operation |
ITILSC-OSA Exam FAQ: Focused Prep, Real Support
The EXIN ITIL Service Capability Operational Support and Analysis exam contains 8 scenario-based multiple choice questions to complete within 90 minutes. Timed simulation in the PrepAwayTest Desktop Test Engine teaches that rhythm before exam day does.
Computer-based exam (online proctored or test center) Register for the EXIN ITIL Service Capability Operational Support and Analysis exam through these official channels:
After booking, PrepAwayTest delivers your practice questions within 1 minute — preparation starts the same day.
PrepAwayTest issues a full refund if you take the EXIN ITIL Service Capability Operational Support and Analysis exam within 60 days of purchase and do not pass. The policy does not apply if the exam is taken within 3 days of purchase, if the exam was never actually taken, or to free materials or expired orders, and the candidate name must match the payer name. Submit a scan of your enrollment slip and the official Score Report PDF within 2 days of the exam; claims are processed within 7 days. Alternatively, exchange for two free exam products of equal value and keep your original update service. Orders arrive by email within 1 minute — contact support if nothing arrives within 2 hours.
The ITILSC-OSA exam is a EXIN certification exam validating the EXIN ITIL Service Capability Operational Support and Analysis syllabus shown above. It belongs to these credential paths: ITIL Foundation, ITIL Intermediate Capability: Service Offerings and Agreements (SOA), ITIL Intermediate Capability: Planning, Protection and Optimization (PPO), ITIL Managing Across the Lifecycle (MALC). Candidates in 2026 start with PrepAwayTest's 26 practice questions, available as a printable PDF, a Windows Desktop Test Engine, and an Online Test Engine — three versions of the same materials.
The official EXIN ITIL Service Capability Operational Support and Analysis outline defines 8 domains. The leading three are Event Management, Incident Management, and Request Fulfilment. The full list is in the topics section above, and PrepAwayTest's 26 practice questions cover each one.
ITIL Foundation certification is required before taking this exam. Since requirements change over time, confirm the latest on the official EXIN exam page before scheduling.
EXIN recommends these training resources for the EXIN ITIL Service Capability Operational Support and Analysis exam:
Follow the training with steady self-testing — the 26 practice questions from PrepAwayTest help you apply theory and fill any gaps the training leaves.
The EXIN ITIL Service Capability Operational Support and Analysis exam requires 70% (28/40) to pass, and registration costs Approximately USD 250 (varies by region and exam institute). A failed attempt means paying the same fee again — a readiness check with the PrepAwayTest engines before booking is the cheaper option.
Three versions of the same study materials: a printable, expert-prepared PDF with free demo download and instant access; a Desktop Test Engine for Windows with customizable simulation and timed modes that works offline; and an Online Test Engine for any browser on Windows, Mac, Android, and iOS with test history and performance review. All 26 practice questions are identical across versions. Every purchase includes 365 days of free updates, a 50% renewal discount afterward, and unlimited computer installations.
EXIN ITIL Service Capability Operational Support and Analysis Sample Questions:
Scenario
Vericom is a leading provider of government, business and consumertelecommunication services, and is currently seeking ways in which toimprove its utilization of IT services to drive growth across its' multiplelines of business. One of the largest organizations in the UnitedKingdom, Vericom is comprised of the following business units:
Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)
Infrastructure Services (planning, installing and maintaining the PSTN and mobile
network infrastructure)
VericomTV (Pay TV)
Consumer Sales and Marketing (including 400 Vericom retailoutlets)
Business and Government
Finance and Administration
Information Technology Services (Shared Service Unit, however some business
units also have their own internal service provider)
Human Resources
Vericom Wholesale (for wholesale of Vericom infrastructureservices)
Due to the extensive scope of infrastructure deployed and largeemployee and customer base, Vericom continues to rely on legacysystems for some critical IT services; however this is seen as abarrier to future organizational growth and scalability of servicesoffered. The CIO of Vericom has also raised the concern that whileimprovements to the technology utilized is important, this also needsto be supported by quality IT Service Management practicesemployed by the various IT departments.
The project of improving the IT Service Management practicesemployed by Vericom has been outsourced to external consultantswho are aware of the major IT refresh that is going to be occurringover the next 24 months.
Refer to the scenario.
-- ----- --
Discussions have recently been held regarding the performance ofthe Incident and Problem Management. There has been someconfusion among IT managers as to what metrics demonstrate thequality and performance of these two processes.
From the options below, which represents the best range ofmeasures for evaluating the success of Incident and ProblemManagement?
A)
B)
C)
D)
- A. Option C
- B. Option D
- C. Option B
- D. Option A
Correct Answer: B 🗳️
The success of Service Operation phase is based on some importantCritical Success Factors. From the options below, which would bethe most important for Service Operation?
- A. Management support for using phase Business support to ensure users use Service Desk as little aspossible Champions to drive process usage Staffing and retention of Service Desk Service management usage Suitable tools - especially Incident Management Measurement and reporting of capacity
- B. Management support for setting up phase Business support to ensure users use Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools - especially Service Desk Measurement and reporting
- C. Management support for setting up SD Business support to ensure users call Service Desk Champions to lead Service Support Staffing and retention of Service Desk Service management understanding Suitable tools - especially Service Desk Measurement and reporting
- D. Management support for setting up phase Business support to ensure users call Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools Measurement and reporting of usage
Correct Answer: B 🗳️
What is the difference between a Known Error and a Problem?
- A. The underlying cause of a Known Error is known. The underlying cause of a Problem is not known
- B. A Known Error always originates from an Incident. This is not always the case with a Problem
- C. A Known Error involves an error in the IT infrastructure, A
- D. Problem does not involve such an error.
- E. With a Problem, the relevant Configuration Items have been identified. This is not the case with a Known Error.
Correct Answer: A 🗳️
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