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Those applicants who are pursuing this ITIL certification must hold the ITIL Foundation certificate. It is also recommended that the test takers are conversant with IT terminology. Moreover, they should understand OSA in the context of specific business environments. In addition, the specialists need to possess practical experience in at least one service management capacity in the service provider environments. The intended audience for this certification is the business managers, operational staff, and Information Technology specialists who work in the organizations that have adopted as well as adapted the Information Technology Infrastructure Library.
| Section | Objectives |
|---|---|
| Topic 1: Problem Management | - Root cause analysis techniques - Known error database usage |
| Topic 2: Operational Activities | - Monitoring and control activities - IT operations management practices |
| Topic 3: Service Operation Principles | - Functions and processes in Service Operation lifecycle phase - Purpose and value of Service Operation |
| Topic 4: Incident Management | - Major incident handling - Incident lifecycle and workflow |
| Topic 5: Service Desk | - Roles and responsibilities of service desk - Service desk structure and models |
| Topic 6: Access Management | - Authorization and rights management - Identity and access control principles |
| Topic 7: Request Fulfilment | - Request models and workflows - Standard service requests handling |
| Topic 8: Event Management | - Event correlation and response - Event detection and filtering |
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