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PeopleCert ITIL Service Capability Operational Support and Analysis Exam

Certification Provider: PeopleCert
Exam Name: ITIL Service Capability Operational Support and Analysis
Duration: 20 Minutes
Number of questions in our database: 26
Exam Version: Oct. 16, 2021
Exam Official Topics:
  • Topic 1: Full Understanding Of Operational Support And Analysis (OSA) Terms And Core Concepts
  • Topic 2: The Value To The Business Of OSA Activities/ The Lifecycle Within The OSA Context/ Optimizing Service Operation Performance
  • Topic 3: Interpretation And Analysis Of Event Management Principles/ Activities And Operation Including Its Organizational Structure
  • Topic 4: The Event Management Process Inclusive Of Its Design Strategy/ The Benefits And Business Value That Can Be Gained From Event Management
  • Topic 5: Interpretation And Analysis Of Incident Management Principles/ Activities And Operation Including Its Organizational Structure
  • Topic 6: Techniques And Relationships And The Application Of Them To The Support And Operation Of Effective Service Solutions
  • Topic 7: The Incident Management Process Inclusive Of Its Components/ Interpretation And Analysis Of Request Fulfilment Principles
  • Topic 8: Activities And Operation Including Its Organizational Structure/ Interpretation And Analysis Of Problem Management Principles
  • Topic 9: Techniques And Relationships And The Application Of Them To The Support And Operation Of Effective Service Solutions
  • Topic 10: Activities And Operation Including Its Organizational Structure/ Interpretation And Analysis Of Access Management Principles
  • Topic 11: Activities And Operation Including Its Organizational Structure/ Interpretation And Analysis Of Service Desk Principles
  • Topic 12: The Service Desk Validation Components And Activities/ The Complete End-To-End Process Flow For The Service Desk Function Inclusive Of Design Strategy
  • Topic 13: Interpretation And Analysis Of OSA Principles/ Inclusive Of Design Strategy, Objectives, Components,Activities
  • Topic 14: Roles And Operation Including Its Organizational Structure/ Activities And Operation, As Well As Any Interfaces With Other Processes Or Lifecycle Phases

Free PeopleCert ITIL Service Capability Operational Support and Analysis Exam Actual Questions

The questions for ITIL Service Capability Operational Support and Analysis were last updated On Oct. 16, 2021

Question #1

The success of Service Operation phase is based on some important Critical Success Factors. From the options below, which would be the most important for Service Operation?

Reveal Solution Hide Solution
Correct Answer: D

Question #2

The success of Service Operation phase is based on some important Critical Success Factors. From the options below, which would be the most important for Service Operation?

Reveal Solution Hide Solution
Correct Answer: D

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 the most effective option to address the issues identified from the Staff Skills Analysis?

Reveal Solution Hide Solution
Correct Answer: A

Question #4

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 the most effective option to address the issues identified from the Staff Skills Analysis?

Reveal Solution Hide Solution
Correct Answer: A

Question #5

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 the most effective option to address the issues identified from the Staff Skills Analysis?

Reveal Solution Hide Solution
Correct Answer: A


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