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ITILSC-OSA by ITIL - Page 1 | ExamCademy | ExamCademy

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ITIL
ITILSC-OSA

ITILSC-OSAPreview

By ITIL

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

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

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?

A They should ask the Capacity Manager to expand the capacity of the network
B They should ask the Problem Manager to look into the problem right away
C They should ask the Security Manager to check whether too many authorizations may have been issued.
D They should ask the Service Level Manager to revise the Service Level Agreements (SLA) with a decreased availability target

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

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

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