Download ITIL.ITILSC-OSA.PracticeTest.2018-08-01.10q.tqb
| Vendor: | ITIL |
| Exam Code: | ITILSC-OSA |
| Exam Name: | ITIL Service Capability Operational Support and Analysis |
| Date: | Aug 01, 2018 |
| File Size: | 1 MB |
Demo Questions
Question 1
Which of the following is NOT an example of a Service Request?
- A user calls the Service Desk to order a toner cartridge
- A user calls the Service Desk because they would like to change the functionality of an application.
- A Manager submits a request for a new employee to be given access to an application
- A user logs onto an internal web site to download a licensed copy of software from a list of approved options
Correct answer: B
Question 2
Which of the following is NOT an objective of Service Operation?
- Thorough testing, to ensure that services are designed to meet business needs
- To deliver and support IT Services
- To manage the technology used to deliver services
- To monitor the performance of technology and processes
Correct answer: A
Question 3
Scenario
Brewster’s is a toy factory that has been in business for 30 years. The company started with a small family run shop and has grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary supplier of children’s collectable novelty erasers.
Brewster’s IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in an attempt to improve the management of the infrastructure, as well as more effective use of resources and identification of areas for improvement.
The Brewster’s management teams do not have a lot of IT knowledge. The newly appointed IT Manager is very ITIL focused and wants to implement as many ITSM processes as is appropriate there are currently no formal processes in place. On starting with the company the IT Manager completed an internal assessment of the IT infrastructure – including staff skills analysis, and collated the results from 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 customers.
- Staff added the following additional comments:
- “Communication between Service Operation departments has become inefficient - there are meetings for the sake of meetings, but the important information we need to know to do our day to day jobs is lacking”
- “I still don’t know what half of the people do, that work in the IT department!”
Results from General IT Infrastructure assessment:
- Lack of event monitoring and planning
- Lack of input from Operational Support departments into Service Design
- Lack of skill and information sharing across the Operational Support teams with regards to Incident, Problem, Workarounds and Known Error data.
- Little to no proactive activities being carried out.
Refer to Scenario
Which of the following options would be most suitable to address the issues identified from the Customer Satisfaction Survey?
- You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment. As this will enable formal management and coordination of the Service Desk, and ensure that Incidents and Service Requests are dealt with accordingly, enabling separate logging and monitoring and faster call response times Send a formal memo to all customers, introducing yourself and your new role, thanking them for their valuable feedback and addressing the issues raised in the survey results and how you intend to resolve them.
- You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment. As this will enable formal management and coordination of the Service Desk, and ensure that Incidents and Service Requests are dealt with accordingly, enabling separate logging and monitoring and faster call response times. In addition, you will ensure that the new Incident Manager will ensure the Service Desk is the single point of contact, as a first priority. This needs to be the focus over the next quarter to ensure that this policy is adopted ASAP, you will suggest reward options to ensure that staff and end users are in no doubt that this is an essential requirement supported by senior management. Send a formal memo to all customers, introducing yourself and your new role. Thanking them for their valuable feedback and addressing the issues raised in the survey results and how you intend to resolve them.
- The results of this initial assessment are better than you had expected, you do not see any need to change things yet. You are not concerned with the additional comments as the general feedback is that customers are satisfied with the end to end service and that a 100% satisfaction is unrealistic. You will suggest to the Business that more staff is required for the Service Desk to ensure that call waiting times are reduced and that a more detailed and selective criteria is used as part of the selection process to ensure staff are at the correct skill level and competency.
- The results of this initial assessment are better than you had expected, you do not see any need to change things yet. You will suggest to the Business that it will be beneficial to complete another initial assessment in one year, after the next Customer Satisfaction Survey is completed, to compare the satisfaction levels and, if required, identify areas for improvement at that stage.
Correct answer: B
