ITIL Service Capability Operational Support and Analysis

Here you have the best ITIL ITILSC-OSA practice exam questions

You have 26 total questions to study from
Each page has 5 questions, making a total of 6 pages
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This questions were last updated on October 29, 2025
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Question 1 of 26

Which of the following BEST describes the purpose of Event Management?

To detect events, make sense of them and determine the appropriate control action

To monitor interactions and exceptions within the infrastructure

To monitor and control the activities of technical staff

To detect and escalate exceptions to normal service operation

Correct Answer: A

Question 2 of 26

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

They should ask the Capacity Manager to expand the capacity of the network

They should ask the Problem Manager to look into the problem right away

They should ask the Security Manager to check whether too many authorizations may have been issued.

They should ask the Service Level Manager to revise the Service Level Agreements (SLA) with a decreased availability target

Correct Answer: B

Question 3 of 26

What is the best definition of an Incident Model?

A type of incident involving an authorized Configuration Item (CI)

The template used by Service Desk analysts to record incidents

A set of pre-defined steps to be followed when dealing with a known type of incident

An Incident that is easy is solved at first contact

Correct Answer: C

Question 4 of 26

Which ITIL process ensures that the IT Services are restored as soon as possible in the case of a malfunction?

Change Management

Incident Management

Problem Management

Service Level Management

Correct Answer: B

Question 5 of 26

Operations Control refers to?

The managers of the Event and Access Management Processes

Overseeing the monitoring and escalating of IT operational events and activities

The tools used to monitor the status of the IT Network

The situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available

Correct Answer: B