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ITIL OSA Exam Sample Questions, ITIL Operational Support and Analysis | SPOTO

Prepare for the ITIL Operational Support and Analysis (OSA) exam with SPOTO’s expertly crafted sample questions and practice materials. The ITIL OSA certification focuses on the critical practices required to manage and support IT services, including incident, problem, change, and event management. This exam assesses your ability to apply ITIL concepts to optimize service management in operational environments. SPOTO offers comprehensive resources, such as downloadable sample exam questions, mock tests, and detailed study guides to ensure you are well-prepared. By practicing with SPOTO’s ITIL OSA exam questions, you’ll deepen your understanding of the core concepts and be ready to handle real-world service management challenges. Get the confidence and knowledge needed to pass the ITIL OSA certification exam and take your IT service management skills to the next level.

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Question #1
Operations Control refers to?
A. The managers of the Event and Access Management Processes
B. Overseeing the monitoring and escalating of IT operational events and activities
C. The tools used to monitor the status of the IT Network
D. The situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available
View answer
Correct Answer: B
Question #2
Technical Management is NOT responsible for?
A. aintenance of the technical Infrastructure
B. ocumenting and maintaining the technical skills required to manage and support the IT Infrastructure
C. efining the Operational Level Agreements for the various technical teams
D. iagnosis of, and recovery from, technical failures
View answer
Correct Answer: C
Question #3
There have been multiple incidents recorded by the Service Desk. Itappears that the network is congested due to multiple connections. What kind of actions should the Service Desk analyst take in thisinstance?
A. They should ask the Capacity Manager to expand the capacity of the network
B. They should ask the Problem Manager to look into the problem right away
C. They should ask the Security Manager to check whether too many authorizations may have been issued
D. They should ask the Service Level Manager to revise the Service Level Agreements (SLA) with a decreased availability target
View answer
Correct Answer: B
Question #4
What is the best definition of an Incident Model?
A. A type of incident involving an authorized Configuration Item (CI)
B. The template used by Service Desk analysts to record incidents
C. A set of pre-defined steps to be followed when dealing with a known type of incident
D. An Incident that is easy is solved at first contact
View answer
Correct Answer: C
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 grownconsistently over the years. They are now supplying toy storesnationwide and are considered to be the primary supplier of children'scollectable novelty erasers. Brewster's IT department is relatively small (currently 15 staff) butefficient. They have recently employed an IT Manager in an attemptto improve the management of the infrastructure, as well as moreeffective use
A. % of calls resolved by Service Desk Average time to identify incident Average time to escalate incident % of user updates conducted within target times Customer feedback Average Service Desk cost of handling incident
B. % of calls resolved by Service Desk Averagetime to resolve incident Averagetime to escalate incident % of customer updates conducted within target times Customerfeedback AverageService Desk cost of handling incident
C. o % of calls answered by Service Desk Averagetime to escalate incident % of customer updates conducted within Service Deskhours Customerfeedback Averagecost of handling incident
D. % of calls answered by Service Desk Averagetime to resolve problems Averagetime to escalate problem % of customer updates conducted within Service Desktimes Customerfeedback Averagecost of handling problem
View answer
Correct Answer: B
Question #6
Technical Management is NOT responsible for?
A. Maintenance of the technical Infrastructure
B. Documenting and maintaining the technical skills required to manage and support the IT Infrastructure
C. Defining the Operational Level Agreements for the various technical teams
D. Diagnosis of, and recovery from, technical failures
View answer
Correct Answer: C
Question #7
Which of the following is NOT an example of a Service Request?
A. A user calls the Service Desk to order a toner cartridge
B. A user calls the Service Desk because they would like to change the functionality of an application
C. A Manager submits a request for a new employee to be given access to an application
D. A user logs onto an internal web site to download a licensed copy of software from a list of approved options
View answer
Correct Answer: B
Question #8
Which of the following is NOT an objective of Service Operation?
A. Thorough testing, to ensure that services are designed to meet business needs
B. To deliver and support IT Services
C. To manage the technology used to deliver services
D. To monitor the performance of technology and processes
View answer
Correct Answer: A
Question #9
What is the difference between a Known Error and a Problem?
A. he underlying cause of a Known Error is known
B. Known Error involves an error in the IT infrastructure, A
C. roblem does not involve such an error
D. Known Error always originates from an Incident
E. ith a Problem, the relevant Configuration Items have been identified
View answer
Correct Answer: A
Question #10
Which ITIL process ensures that the IT Services are restored as soonas possible in the case of a malfunction?
A. Change Management
B. Incident Management
C. Problem Management
D. Service Level Management
View answer
Correct Answer: B
Question #11
Functions are best described as?
A. elf-Contained units of organizations
B. nter-related activities with a defined goal or output
C. losed loop control systems
D. team of IT staff who provide a single point of contact for all user communication
View answer
Correct Answer: B
Question #12
Scenario Vericom is a leading provider of government, business and consumertelecommunication services, and is currently seeking ways in which toimprove its utilization of IT services to drive growth across its' multiplelines of business. One of the largest organizations in the UnitedKingdom, Vericom is comprised of the following business units: Verinet (providing ADSL, cable, 3GSM, dialup and satellite services) Infrastructure Services (planning, installing and maintaining the PSTN and mobile network infras
A. The implementation of Event Management to complementexisting ITIL processes within Verinet will have a number ofsignificant benefits
B. The implementation of Event Management to complementexisting ITIL processes within Verinet will have a number ofsignificant benefits
C. The implementation of Event Management to complementexisting ITIL processes within Verinet will have a number ofsignificant benefits
D. The implementation of Event Management to complementexisting ITIL processes within Verinet will have a number ofsignificant benefits
View answer
Correct Answer: B
Question #13
Which of the following BEST describes the purpose of Event Management?
A. o detect events, make sense of them and determine the appropriate control action
B. o monitor interactions and exceptions within the infrastructure
C. o monitor and control the activities of technical staff
D. o detect and escalate exceptions to normal service operation
View answer
Correct Answer: A
Question #14
Scenario Vision Media is an international media organization, operating variouslines of business including: Film Production Television (production and delivery of their own channel in the United States VisionOne) Print media (including newspapers in 15 countries) Online Advertising The organization has recently been restructured, and now iscomprised of the following companies and departments: Vision Films (production of movies and television shows) VisionOne (television channel) VisionNews (coordinates all
A. High Impact II
B. High Impact II
C. Major Incident II
D. High Impact II
View answer
Correct Answer: B

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