ITILSC-OSA Desk Practice Questions
The free ITILSC-OSA: ITIL Service Capability Operational Support and Analysis questions that deal with desk, with answers and explanations. The full bank and the timed practice test cover every topic the exam asks about.
Question #1
A major incident has occurred, and the service desk is overwhelmed with calls. What should the team prioritize when dealing with incoming calls?
Correct answer: B
Explanation
During a major incident, the priority should be on restoring service swiftly, ensuring that users can resume normal operations.
Question #9
How can a service desk best facilitate effective communication during a major incident?
Correct answer: A
Explanation
Utilizing a dedicated tool enables real-time updates and information sharing among teams, which enhances communication during incidents.
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