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EXIN ITILSC-OSA日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Desk and Technical/Application/IT Operations Management | 10% | - Application management practices - Service desk functions and structure - IT operations control and facilities management - Technical management activities |
| Topic 2: Event Management | 15% | - Activities and processes - Metrics and interfaces - Purpose, scope, principles |
| Topic 3: Operational Support and Analysis Principles | 15% | - Business value and optimization - Service Operation lifecycle context - Core concepts and terminology |
| Topic 4: Access Management | 10% | - Process steps and controls - Purpose and policies - Compliance and security |
| Topic 5: Technology and Implementation Considerations | 5% | - Challenges and risks - Critical success factors - Tools and automation |
| Topic 6: Incident Management | 20% | - Interfaces and KPIs - Process flow and activities - Objectives and scope - Prioritization and escalation |
| Topic 7: Problem Management | 15% | - Proactive and reactive activities - Known errors and workarounds - Root cause analysis techniques |
| Topic 8: Request Fulfillment | 10% | - Request models and automation - Purpose and scope - Process and activities |
