ITILSC-OSA - ITIL Service Capability Operational Support and Analysis

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Example Questions

Which of the following is NOT an objective of Service Operation? Scenario NEB is a financial management company that specializes in lending money for substantial property investments. They have a large IT department that is currently using the following ITSM processes: Service Level Management Availability Management IT Service Continuity Management Information Security Management Incident Management Problem Management. Each of these processes have been implemented within the planned target time and are working effectively and efficiently. Staff have adapted to the changes in a very positive manner and see the benefits of using the ITIL framework. Last Saturday, there was a security breach. A previous member of staff, who has left the company and joined a competitor organization, has been able to gain access to several client lending files. After initial investigation, it was found that access was not terminated when the staff member left the company ­ this has highlighted that there are insufficient processes in place to ensure access rights are terminated when staff leave the company, change roles etc and there is ongoing investigation to see how many other previous staff still have access to the system. The business has requested immediate recommendations from the IT Manager, as to what can be done to ensure this situation does not happen again and how best to inform clients, with reference to the security breach. Refer to the scenario. Which of the following options is most suitable to deal with this situation? Which ITIL process ensures that the IT Services are restored as soon as possible in the case of a malfunction? 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? What is the best definition of an Incident Model? Operations Control refers to? What is the difference between a Known Error and a Problem? Which of the following is NOT an example of a Service Request?