Most Recent PeopleCert ITILSC-OSA Exam Dumps

Prepare for the PeopleCert ITIL Service Capability Operational Support and Analysis exam with our extensive collection of questions and answers. These practice Q&A are updated according to the latest syllabus, providing you with the tools needed to review and test your knowledge.

QA4Exam focus on the latest syllabus and exam objectives, our practice Q&A are designed to help you identify key topics and solidify your understanding. By focusing on the core curriculum, These Questions & Answers helps you cover all the essential topics, ensuring you're well-prepared for every section of the exam. Each question comes with a detailed explanation, offering valuable insights and helping you to learn from your mistakes. Whether you're looking to assess your progress or dive deeper into complex topics, our updated Q&A will provide the support you need to confidently approach the PeopleCert ITILSC-OSA exam and achieve success.

The questions for ITILSC-OSA were last updated on May 5, 2025.

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Question No. 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?

AManagement support for using phase
Business support to ensure users use Service Desk as little as possible
Champions to drive process usage
Staffing and retention of Service Desk
Service management usage
Suitable tools -- especially Incident Management
Measurement and reporting of capacity

BManagement 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

CManagement 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

DManagement 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

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Correct Answer: D

Question No. 2

Which of the following BEST describes the purpose of Event Management?

ATo detect events, make sense of them and determine the appropriate control action

BTo monitor interactions and exceptions within the infrastructure

CTo monitor and control the activities of technical staff

DTo detect and escalate exceptions to normal service operation

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Correct Answer: A

Question No. 3

What is the best definition of an Incident Model?

AA type of incident involving an authorized Configuration Item (CI)

BThe template used by Service Desk analysts to record incidents

CA set of pre-defined steps to be followed when dealing with a known type of incident

DAn Incident that is easy is solved at first contact

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Correct Answer: C

Question No. 4

Technical Management is NOT responsible for?

AMaintenance of the technical Infrastructure

BDocumenting and maintaining the technical skills required to manage and support the IT Infrastructure

CDefining the Operational Level Agreements for the various technical teams

DDiagnosis of, and recovery from, technical failures

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Correct Answer: C

Question No. 5

Operations Control refers to?

AThe managers of the Event and Access Management Processes

BOverseeing the monitoring and escalating of IT operational events and activities

CThe tools used to monitor the status of the IT Network

DThe situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available

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Correct Answer: B

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