ITIL ITILSC-OSA - ITIL Service Capability Operational Support and Analysis Exam Exam
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Total 26 questions
Question #1 (Topic: )
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
Answer: A
Question #2 (Topic: )
Scenario
Brewsters is a toy factory that has been in business for 30 years.The company started with
a small family run shop and has grownconsistently over the years. They are now supplying
toy storesnationwide and are considered to be the primary supplier of childrenscollectable
novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) butefficient. They have
recently employed an IT Manager in an attemptto improve the management of the
infrastructure, as well as moreeffective use of resources and identification of areas for
improvement.
The Brewsters management teams do not have a lot of ITknowledge. The newly appointed
IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is
appropriatethere are currently no formal processes in place. On starting with thecompany
the IT Manager completed an internal assessment of the ITinfrastructure including staff
skills analysis, and collated the resultsfrom customer satisfaction surveys completed over
the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
? Overall a consistent satisfaction level. However, responses completed during the
past 12 months show an increase in customers who were unsatisfied with call
waiting times when contacting the service desk for help with online orders and
requests for information.
? Customers added the following additional comments:
? “Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress
? “Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests
Results from Staff Skills Analysis:
? Staff, in general, have a good knowledge of IT systems and a basic understanding
of the business processes and objectives. However, staff are not well informed of
upcoming releases of new or changed services and not given adequate
information to relay to the cu
Brewsters is a toy factory that has been in business for 30 years.The company started with
a small family run shop and has grownconsistently over the years. They are now supplying
toy storesnationwide and are considered to be the primary supplier of childrenscollectable
novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) butefficient. They have
recently employed an IT Manager in an attemptto improve the management of the
infrastructure, as well as moreeffective use of resources and identification of areas for
improvement.
The Brewsters management teams do not have a lot of ITknowledge. The newly appointed
IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is
appropriatethere are currently no formal processes in place. On starting with thecompany
the IT Manager completed an internal assessment of the ITinfrastructure including staff
skills analysis, and collated the resultsfrom customer satisfaction surveys completed over
the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
? Overall a consistent satisfaction level. However, responses completed during the
past 12 months show an increase in customers who were unsatisfied with call
waiting times when contacting the service desk for help with online orders and
requests for information.
? Customers added the following additional comments:
? “Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress
? “Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests
Results from Staff Skills Analysis:
? Staff, in general, have a good knowledge of IT systems and a basic understanding
of the business processes and objectives. However, staff are not well informed of
upcoming releases of new or changed services and not given adequate
information to relay to the cu
A. % of calls resolved by Service Desk Average time to identify incident Average time to escalate incident % of user updates conducted within target times Customer feedback Average Service Desk cost of handling incident
B. % of calls resolved by Service Desk Averagetime to resolve incident Averagetime to escalate incident % of customer updates conducted within target times Customerfeedback AverageService Desk cost of handling incident
C. o % of calls answered by Service Desk Averagetime to escalate incident % of customer updates conducted within Service Deskhours Customerfeedback Averagecost of handling incident
D. % of calls answered by Service Desk Averagetime to resolve problems Averagetime to escalate problem % of customer updates conducted within Service Desktimes Customerfeedback Averagecost of handling problem
Answer: B
Question #3 (Topic: )
The success of Service Operation phase is based on some importantCritical Success
Factors. From the options below, which would bethe most important for Service Operation?
Factors. From the options below, which would bethe most important for Service Operation?
A. Management support for using phase Business support to ensure users use Service Desk as little aspossible Champions to drive process usage Staffing and retention of Service Desk Service management usage Suitable tools especially Incident Management Measurement and reporting of capacity
B. Management support for setting up phase Business support to ensure users call Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools Measurement and reporting of usage
C. Management support for setting up SD Business support to ensure users call Service Desk Champions to lead Service Support Staffing and retention of Service Desk Service management understanding Suitable tools especially Service Desk Measurement and reporting
D. Management support for setting up phase Business support to ensure users use Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools especially Service Desk Measurement and reporting
Answer: D
Question #4 (Topic: )
Which ITIL process ensures that the IT Services are restored as soonas possible in the
case of a malfunction?
case of a malfunction?
A. Change Management
B. Incident Management
C. Problem Management
D. Service Level Management
Answer: B
Question #5 (Topic: )
Scenario
Vericom is a leading provider of government, business and consumertelecommunication
services, and is currently seeking ways in which toimprove its utilization of IT services to
drive growth across its multiplelines of business. One of the largest organizations in the
UnitedKingdom, Vericom is comprised of the following business units:
? Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)
? Infrastructure Services (planning, installing and maintaining the PSTN and mobile
network infrastructure)
? VericomTV (Pay TV)
? Consumer Sales and Marketing (including 400 Vericom retailoutlets)
? Business and Government
? Finance and Administration
? Information Technology Services (Shared Service Unit, however some business
units also have their own internal service provider)
? Human Resources
? Vericom Wholesale (for wholesale of Vericom infrastructureservices)
Due to the extensive scope of infrastructure deployed and largeemployee and customer
base, Vericom continues to rely on legacysystems for some critical IT services; however
this is seen as abarrier to future organizational growth and scalability of servicesoffered.
The CIO of Vericom has also raised the concern that whileimprovements to the technology
utilized is important, this also needsto be supported by quality IT Service Management
practicesemployed by the various IT departments.
The project of improving the IT Service Management practicesemployed by Vericom has
been outsourced to external consultantswho are aware of the major IT refresh that is going
to be occurringover the next 24 months.
Refer to the scenario.
With Vericom being a large organization (approximately 40 000 staff),some of the business
units have developed their own internal ITdepartments to supplement the services provided
by the centralizedInformation Technology Services (ITS) department. This has occurreddue
to the specialized needs and requirements for technology,specifically Verinet, VericomTV
and Consumer Sales and Ma
Vericom is a leading provider of government, business and consumertelecommunication
services, and is currently seeking ways in which toimprove its utilization of IT services to
drive growth across its multiplelines of business. One of the largest organizations in the
UnitedKingdom, Vericom is comprised of the following business units:
? Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)
? Infrastructure Services (planning, installing and maintaining the PSTN and mobile
network infrastructure)
? VericomTV (Pay TV)
? Consumer Sales and Marketing (including 400 Vericom retailoutlets)
? Business and Government
? Finance and Administration
? Information Technology Services (Shared Service Unit, however some business
units also have their own internal service provider)
? Human Resources
? Vericom Wholesale (for wholesale of Vericom infrastructureservices)
Due to the extensive scope of infrastructure deployed and largeemployee and customer
base, Vericom continues to rely on legacysystems for some critical IT services; however
this is seen as abarrier to future organizational growth and scalability of servicesoffered.
The CIO of Vericom has also raised the concern that whileimprovements to the technology
utilized is important, this also needsto be supported by quality IT Service Management
practicesemployed by the various IT departments.
The project of improving the IT Service Management practicesemployed by Vericom has
been outsourced to external consultantswho are aware of the major IT refresh that is going
to be occurringover the next 24 months.
Refer to the scenario.
With Vericom being a large organization (approximately 40 000 staff),some of the business
units have developed their own internal ITdepartments to supplement the services provided
by the centralizedInformation Technology Services (ITS) department. This has occurreddue
to the specialized needs and requirements for technology,specifically Verinet, VericomTV
and Consumer Sales and Ma
A. You realize a coordinated approach is the best method,including: The development of the ITS Service Desk to be the singlepoint of contact for ALL end user (internal) queries. This willbe performed over a 6 month period, to take account for anytraining and transfer of knowledge that needs to occur. ThisService Desk will then escalate to the appropriate second linegroup (from any of the IT departments) as required. Develop consistency across all departments for categoriesand priority coding system
B. You realize a phased approach is the best method, includingfour phases: Phase 1 Build or purchase a service management tool thatwill be used by all IT departments for managing incidents,problems and service requests Phase 2 Standardize the use of ITIL processes used by theITS department across all IT departments at Vericom Phase 3 Deliver training and awareness sessions for staffregarding the importance of the processes and how theyshould be used. Phase 4 Review the success of the project an
C. You realize a coordinated approach is the best method,including: Developing a telephone system that will route calls to theappropriate Service Desk based on the users input. Thisshould also provide the capability for a Service Desk analystto call them back during peak periods. Develop consistency in all the categories assigned to servicerequests, incidents and problems across all IT departments. Build or purchase a service management tool that will be usedby all IT departments for managing incid
D. You realize that improving the business awareness of IT ismost important, and address the issues by: Identifying the training requirements of end users to improvetheir use of IT service Implement an online Service Catalogue for all IT Services,with self-help capabilities to log and track incidents, problemsand service requests Assist Service Level Management in improving the visibility ofthe IT organization in general, and identify areas of customersatisfaction that need improving Build or purch
Answer: A
