Online Access Free ITILSC-OSA Exam Questions

Scenario
Brewster's is a toy factory that has been in business for 30 years.The company started with a small family run shop and has grownconsistently over the years. They are now supplying toy storesnationwide and are considered to be the primary supplier of children'scollectable novelty erasers.
Brewster's IT department is relatively small (currently 15 staff) butefficient. They have recently employed an IT Manager in an attemptto improve the management of the infrastructure, as well as moreeffective use of resources and identification of areas for improvement.
The Brewster's management teams do not have a lot of ITknowledge. The newly appointed IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is appropriatethere are currently no formal processes in place. On starting with thecompany the IT Manager completed an internal assessment of the ITinfrastructure - including staff skills analysis, and collated the resultsfrom customer satisfaction surveys completed over the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
- Overall a consistent satisfaction level. However, responses completed during the past 12 months show an increase in customers who were unsatisfied with call waiting times when contacting the service desk for help with online orders and requests for information.
- Customers added the following additional comments: - "Never get to speak to the same person twice when dealing with an Incident number, had to call several times to receive follow up on progress" - "Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests"
Results from Staff Skills Analysis:
Staff, in general, have a good knowledge of IT systems and a basic understanding of the business processes and objectives. However, staff are not well informed of upcoming releases of new or changed services and not given adequate information to relay to the customers.
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Staff added the following additional comments:
"Communication between Service Operation departments has become inefficient -
there are meetings for the sake of meetings, but the important information we need
to know to do our day to day jobs is lacking"
"I still don't know what half of the people do, that work in the IT department!"
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Results from General IT Infrastructure assessment:
Lack of event monitoring and planning Lack of input from Operational Support departments into Service Design Lack of skill and information sharing across the Operational Support teams with regards to Incident, Problem, Workarounds and Known Error data. Little to no proactive activities being carried out.
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Refer to Scenario
Which of the following options would be the most effective option toaddress the issues identified from the General IT Infrastructureassessment?

• A.You are not concerned with the lack of skill sharingbetween the Operational Support departments andService Design as they are two separate entities of theService Lifecycle with their own objectives. You areconcerned, however, with the lack of skill sharing betweenthe Operational Support teams and decide to formalize the1st, 2nd and 3rd lines of support and recommend theadoption of a database that will incorporate all Incidentrecords, Problem records, Known Error records,Workarounds and Event information, so that all staff canhave access to and use this information.
• B.Implement the Problem Management process, to ensurethere are both reactive and proactive activities taking placewith regards to Problems, a knowledge bank of informationincluding known errors, workarounds, problems andincident records is produced and maintained. Once this process is established, working efficiently andstaff have become more accustomed to this new way ofworking, use this success to recommend theimplementation of the Event Management process.
• C.You are not concerned with the lack of skill sharingbetween the Operational Support departments andService Design as they are two separate entities of theService Lifecycle with their own objectives. You areconcerned, however, with the lack of Event monitoring andplanning and foresee this as being a potential major issue.You decide to recommend implementation of the EventManagement process to formalize the event monitoring,planning and overall management. Ensure that there isresource sharing between the Service Design teams andthe Operational Support teams as their input is necessaryto ensure services are designed that will work efficiently inthe live environment.
• D.You decide to recommend implementation of the EventManagement process to formalize the event monitoring,planning and overall management. Ensure that there isresource sharing between the Service Design teams andthe Operational Support teams as their input is necessaryto ensure services are designed that will work efficiently inthe live environment. In addition, implement the Problem Management process at the same time, to ensure there are both reactive andproactive activities taking place with regards to Problems,a knowledge bank of information including known errors,workarounds, problems and incident records is producedand maintained.

Functions are best described as?

• A.Inter-related activities with a defined goal or output
• B.A team of IT staff who provide a single point of contact for all user communication
• C.Self-Contained units of organizations
• D.Closed loop control systems

There have been multiple incidents recorded by the Service Desk. Itappears that the network is congested due to multiple connections.
What kind of actions should the Service Desk analyst take in thisinstance?

• A.They should ask the Capacity Manager to expand the capacity of the network
• B.They should ask the Security Manager to check whether too many authorizations may have been issued.
• C.They should ask the Service Level Manager to revise the Service Level Agreements (SLA) with a decreased availability target
• D.They should ask the Problem Manager to look into the problem right away

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 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
• D.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