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Free ITILSC-OSA: ITIL Service Capability Operational Support and Analysis Exam Questions and Answers
Last updated: March 10, 2025
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537-ITILSC-OSA: ITIL Service Capability Operational Support and Analysis
#Question
An audit reveals that documentation for configuration items is lacking. What is the immediate action the configuration manager should take?
A.
Ignore the gaps in documentation
B.
Remove all outdated configuration items
C.
Initiate a review and update of the documentation process
D.
Implement a new version control system
Correct Answer:
C
Initiating a review and updating documentation processes is critical for ensuring accurate and comprehensive records of configuration items.
#Question
A user has submitted feedback about a service disruption. What is the best course of action for the service manager?
A.
Delay the response until further notice
B.
Change the service without consulting users
C.
Acknowledge receipt and investigate the issue
D.
Ignore the feedback
Correct Answer:
C
Acknowledging feedback and investigating the issue demonstrates responsiveness and aids in identifying service improvement areas.
#Question
During capacity management reviews, what should the service manager prioritize?
A.
User satisfaction ratings
B.
Total support costs
C.
Number of incidents closed
D.
Projected vs. actual service usage
Correct Answer:
D
Comparing projected versus actual service usage helps identify resource requirements and potential capacity issues.
#Question
What should be the primary communication method used during a major incident?
A.
Waiting until the incident resolves
B.
One-on-one meetings with each user
C.
Use of personal email accounts
D.
A dedicated incident management communication tool
Correct Answer:
D
A dedicated communication tool enhances coordination and ensures all stakeholders receive timely updates during major incidents.
#Question
During a post-incident review, what is a primary focus for the incident management team?
A.
Identify improvements for future incident management
B.
Create a report disregarding the incident
C.
Assign blame to the involved personnel
D.
Wait for management to provide direction
Correct Answer:
A
Identifying improvements is essential for enhancing future incident response processes and service management.
#Question
In a rapid response to incidents, how can a service desk ensure that it stays accountable?
A.
By only addressing flagged incidents
B.
By excluding lower priority tickets from the documentation
C.
By documenting each incident and its solutions
D.
By focusing solely on high-priority incidents
Correct Answer:
C
Documenting all incidents and their resolutions fosters accountability and provides valuable data for performance improvement.
#Question
Which ITIL process focuses on minimizing adverse impacts on service quality caused by incidents?
A.
Incident Management
B.
Event Management
C.
Problem Management
D.
Service Level Management
Correct Answer:
C
Problem Management aims to minimize service quality impacts by identifying and eliminating root causes of recurring incidents.
537-ITILSC-OSA: ITIL Service Capability Operational Support and Analysis
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Q1: What are ITIL Certification Exams? A: ITIL (Information Technology Infrastructure Library) Certification Exams validate your expertise in IT service management (ITSM). These certifications demonstrate your proficiency in aligning IT services with business needs, following a structured approach to IT service delivery, support, and improvement.
Q2: Why should I pursue ITIL Certification? A: ITIL Certification enhances your professional credibility, showcasing your skills and knowledge in IT service management. This can lead to better job opportunities, higher salaries, and career advancement in IT service management, project management, and related fields.
Q3: What are the benefits of ITIL Certification? A: Benefits include recognition as a certified IT service management professional, improved job performance, access to exclusive resources, continuing education opportunities, and staying current with the latest ITSM practices and industry standards.
Q4: Who should take ITIL Certification Exams? A: IT professionals, service managers, project managers, business managers, and anyone involved in delivering and supporting IT services should consider these certifications to validate their expertise and advance their careers.
Q5: What types of ITIL Certification Exams are available? A: ITIL offers various certification levels, including:
- ITIL Foundation
- ITIL 4 Managing Professional (MP)
- ITIL 4 Strategic Leader (SL)
- ITIL 4 Extension Modules
- ITIL Master
Each certification level is tailored to different roles and expertise levels within the IT service management field.
Q6: How do I prepare for ITIL Certification Exams? A: Preparation can include official ITIL training courses, study guides, practice exams, online tutorials, and hands-on experience in IT service management practices.
Q7: Where can I take ITIL Certification Exams? A: ITIL Certification Exams can be taken at authorized testing centers worldwide or online through remote proctoring, providing flexibility to fit your schedule and location.
Q8: How do ITIL Certifications impact my career? A: ITIL Certifications significantly boost your career by demonstrating your expertise to employers, making you a more competitive candidate for advanced roles and promotions in IT service management and related fields.
Q9: Are there any prerequisites for ITIL Certification Exams? A: The ITIL Foundation level has no prerequisites. However, advanced levels such as ITIL Managing Professional and ITIL Strategic Leader require prior certification and relevant professional experience. Check the specific requirements for each certification path on the ITIL website.
Q10: How often do I need to recertify for ITIL Certifications? A: ITIL certifications currently do not have a mandatory recertification requirement, but staying updated with the latest ITSM practices and continuing professional development is recommended to maintain your skills and relevance in the industry.
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