ITILSC-OSA Questions and Answers

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ITIL Service Capability Operational Support and Analysis: ITILSC-OSA

Rating: 4.9

Vendor: ITIL

Certifications: ITIL Certification

Exam Name: ITIL Service Capability Operational Support and Analysis

Exam Code: ITILSC-OSA

Total Questions: 26 Q&As

Last Updated: Jan 29, 2023

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Same Questions from the Latest Real Exam

ITILSC-OSA Online Practice Questions and Answers

Questions 1

Scenario

You are the CIO of a large stockbroking firm, based in Hong Kong.Recently this company has acquired two other major firms in Londonand New York. Total Company staff now exceeds 800 people. EachFirm currently has their own Service Desk.

Hong Kong has 10 SD staff to 400 employees, with 6 2nd level support staff London has 3 SD staff to 140 employees with 3 2nd level support staff New York has 5 SD staff to 250 employees with 5 2nd levelsupport staff

With this new merger comes new support issues. Complaints arecoming in to say that there si an imbalance with ratio of IT supportstaff to users, Service Desks in London and New York are havingtrouble knowing and supporting new systems which has resulted inusers calling Hong Kong Service Desk. This has resulted in higherresolution times and an inability to get through to the service deskThe Business is not happy with the current situation.

Refer to the scenario.

A. B.

C.

D.

Show Answer
Questions 2

Technical Management is NOT responsible for?

A. Maintenance of the technical Infrastructure

B. Documenting and maintaining the technical skills required to manage and support the IT Infrastructure

C. Defining the Operational Level Agreements for the various technical teams

D. Diagnosis of, and recovery from, technical failures

Show Answer
Questions 3

Which of the following is NOT an objective of Service Operation?

A. Thorough testing, to ensure that services are designed to meet business needs

B. To deliver and support IT Services

C. To manage the technology used to deliver services

D. To monitor the performance of technology and processes

Show Answer More Questions

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