ITIL ITILSC-OSA Exam Practice Questions and Answers

Question 6 of 26

What is the best definition of an Incident Model?

A.

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

B.

The template used by Service Desk analysts to record incidents

C.

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

D.

An Incident that is easy is solved at first contact

Question 7 of 26

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

A.

Change Management

B.

Incident Management

C.

Problem Management

D.

Service Level Management

Question 8 of 26

Operations Control refers to?

A.

The managers of the Event and Access Management Processes

B.

Overseeing the monitoring and escalating of IT operational events and activities

C.

The tools used to monitor the status of the IT Network

D.

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

Question 9 of 26

Which of the following is NOT an example of a Service Request?

A.

A user calls the Service Desk to order a toner cartridge

B.

A user calls the Service Desk because they would like to change the functionality of an application.

C.

A Manager submits a request for a new employee to be given access to an application

D.

A user logs onto an internal web site to download a licensed copy of software from a list of approved options

Question 10 of 26

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