Download ITIL.ITILSC-OSA.ExamsKey.2018-10-05.12q.tqb

Vendor: ITIL
Exam Code: ITILSC-OSA
Exam Name: ITIL Service Capability Operational Support and Analysis
Date: Oct 05, 2018
File Size: 182 KB

Demo Questions

Question 1
What is the difference between a Known Error and a Problem? 
  1. The underlying cause of a Known Error is known. The underlying cause of a Problem is not known
  2. A Known Error involves an error in the IT infrastructure, A
  3. Problem does not involve such an error.
  4. A Known Error always originates from an Incident. This is not always the case with a Problem
  5. With a Problem, the relevant Configuration Items have been identified. This is not the case with a Known Error.
Correct answer: A
Question 2
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?
  1. They should ask the Capacity Manager to expand the capacity of the network
  2. They should ask the Problem Manager to look into the problem right away
  3. They should ask the Security Manager to check whether too many authorizations may have been issued.
  4. They should ask the Service Level Manager to revise the Service Level Agreements (SLA) with a decreased availability target
Correct answer: B
Explanation:
Question 3
Which ITIL process ensures that the IT Services are restored as soon as possible in the case of a malfunction?
  1. Change Management
  2. Incident Management
  3. Problem Management
  4. Service Level Management
Correct answer: B
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