Online Access Free ITILSC-OSA Exam Questions

Functions are best described as?

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

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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 levelsupport staff London has 3 SD staff to 140 employees with 3 2nd levelsupport 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.
As CIO, you decide to reorganize the Service Desk structure as ameans to address the levels of service. You decide to use a followthe sun Service Desk. Which of the following descriptions to youpresent to the Business as your solution?

• A.By implementing a follow the sun SD, location. You decide tokeep local languages for S You use current data todetermine minimum staffing requirements in each location tosupport its own location. You then ensure that all SD staff aretrained on local services and able to provide an average of60% 1st line support as a target.You appoint 2 Super ServiceDesk Operators per location to act as a buffer and to assistthe users.
• B.By implementing a follow the sun SD, you use current data todetermine minimum staffing requirements in each location tosupport its own location and the expected support levels inother locations. You then ensure that all SD staff are trainedon all current services and able to provide an average of 60%1st line support as a target you appoint 2 Super Users perlocation to act as a buffer and to assist the users. You set upSD schedule based on usage and work hours
• C.By implementing a follow the sun SD, you will start byinvestigating if the current infrastructure is capable ofsupporting a global service desk, including use of VOIPtechnology (this is possible). You use current data todetermine minimum staffing requirements in each location tosupport its own location and the expected support levels inother locations. You decide to use English as the mainlanguage for all support. You then ensure that all SD staff aretrained on all current services and able to provide an averageof 60% 1st line support as a target you appoint 2 Super Usersper location to act as a buffer and to assist the users. You setup SD schedule based on usage and work hours
• D.By implementing a follow the sun SD, you use current data todetermine minimum staffing requirements in each location tosupport its own location and the expected support levels inother locations. You then ensure that SD staff are trained onall current services. You appoint 2 Super Users per ServiceDesk to act as a buffer and to assist the users. You set up SDschedule based on usage and work hours.

Operations Control refers to?

• A.The managers of the Event and Access Management Processes
• B.The situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available
• C.Overseeing the monitoring and escalating of IT operational events and activities
• D.The tools used to monitor the status of the IT Network

Which of the following BEST describes the purpose of EventManagement?

• A.To detect events, make sense of them and determine the appropriate control action
• B.To monitor and control the activities of technical staff
• C.To detect and escalate exceptions to normal service operation
• D.To monitor interactions and exceptions within the infrastructure