Itil Sc Osa Service Capability Operational Support Analysis Practice Test - Set 1
Test your knowledge with this Itil Sc Osa Service Capability Operational Support Analysis mock exam. Get real-world IT questions and prepare for certification success.
ITILSC-OSA: ITIL Service Capability Operational Support and Analysis Exam - Exam Information
Exam Information
Exam Code
Itil Sc Osa Service Capability Operational Support Analysis
Exam Title
ITILSC-OSA: ITIL Service Capability Operational Support and Analysis Exam
Vendor
ITIL
Difficulty
Advanced
Duration
3 Hours
Question Format
Multiple Choice
Last Updated
March 7, 2025
The ITIL Service Capability Operational Support and Analysis exam focuses on operational processes and analysis.
1. Which ITIL practice is designed to identify and eliminate recurring problems?
Problem Management
Change Management
Service Level Management
Incident Management
✅ Correct Answer: Problem Management
2. What is the primary objective of Service Operation in ITIL?
To ensure effective and efficient delivery of services
To improve service design
To focus on new service development
To define service levels
✅ Correct Answer: To ensure effective and efficient delivery of services
3. Which ITIL practice is responsible for restoring normal service operation as quickly as possible?
Incident Management
Problem Management
Service Request Management
Change Enablement
✅ Correct Answer: Incident Management
4. What is the primary goal of ITIL Problem Management?
To reduce the impact and frequency of incidents
To resolve incidents immediately
To track service requests
To manage customer complaints
✅ Correct Answer: To reduce the impact and frequency of incidents
5. Which process is responsible for managing the lifecycle of all problems?
Problem Management
Incident Management
Change Enablement
Service Desk
✅ Correct Answer: Problem Management
6. What is the main purpose of Change Enablement in ITIL?
To ensure changes are managed with minimal risk
To automatically approve all changes
To document IT security issues
To replace the need for incident management
✅ Correct Answer: To ensure changes are managed with minimal risk
7. Which ITIL practice focuses on tracking and managing IT infrastructure and applications?
Configuration Management
Service Level Management
Incident Management
Problem Management
✅ Correct Answer: Configuration Management
8. Which ITIL practice ensures that service levels are defined and met?
Service Level Management
Incident Management
Service Desk
Problem Management
✅ Correct Answer: Service Level Management
9. Which process is responsible for logging and categorizing all service requests?
Service Request Management
Incident Management
Problem Management
Change Enablement
✅ Correct Answer: Service Request Management
10. What is the main function of the ITIL Service Desk practice?
To act as a single point of contact for users
To define IT policies
To approve service changes
To perform root cause analysis
✅ Correct Answer: To act as a single point of contact for users
11. Which ITIL practice is responsible for ensuring IT services meet business requirements?
Service Level Management
Incident Management
Change Enablement
Problem Management
✅ Correct Answer: Service Level Management
12. What is the purpose of ITIL Event Management?
To detect and respond to IT service events
To resolve all IT problems
To create security policies
To manage customer support
✅ Correct Answer: To detect and respond to IT service events
13. Which ITIL practice manages the identification and control of IT assets?
IT Asset Management
Service Desk
Change Enablement
Problem Management
✅ Correct Answer: IT Asset Management
14. Which ITIL practice focuses on minimizing the impact of service disruptions?
Incident Management
Problem Management
Change Enablement
Configuration Management
✅ Correct Answer: Incident Management
15. What is the key goal of ITIL Capacity Management?
To ensure IT resources meet current and future demands
To reduce IT costs
To eliminate the need for monitoring
To manage software development
✅ Correct Answer: To ensure IT resources meet current and future demands
16. Which ITIL practice ensures that IT services are continuously improved?
Continual Improvement
Problem Management
Incident Management
Service Desk
✅ Correct Answer: Continual Improvement
17. Which ITIL practice deals with major incidents that require urgent attention?
Incident Management
Problem Management
Change Enablement
Service Request Management
✅ Correct Answer: Incident Management
18. What is a key objective of ITIL Release Management?
To ensure new services are introduced smoothly
To eliminate all system failures
To approve security changes
To monitor service desk performance
✅ Correct Answer: To ensure new services are introduced smoothly
19. Which ITIL practice ensures that all operational risks are identified and mitigated?
Risk Management
Incident Management
Problem Management
Service Request Management
✅ Correct Answer: Risk Management
20. What is the main focus of ITIL Knowledge Management?
To share information and improve decision-making
To replace IT policies
To monitor network security
To eliminate the need for IT training
✅ Correct Answer: To share information and improve decision-making
21. Which ITIL process is responsible for managing major incidents?
Major Incident Management
Problem Management
Change Management
Service Level Management
✅ Correct Answer: Major Incident Management
22. What is the purpose of a Known Error Database (KEDB)?
To document problems with root causes and workarounds
To track all service requests
To manage IT assets
To approve changes
✅ Correct Answer: To document problems with root causes and workarounds
23. Which ITIL function is responsible for managing IT infrastructure?
IT Operations Management
Service Desk
Technical Management
Application Management
✅ Correct Answer: IT Operations Management
24. What is the primary goal of Event Management?
To detect and respond to service events
To resolve all incidents
To manage service levels
To approve changes
✅ Correct Answer: To detect and respond to service events
25. Which process ensures that changes are reviewed before implementation?
Change Evaluation
Incident Management
Service Desk
Capacity Management
✅ Correct Answer: Change Evaluation
26. What is the purpose of an Operational Level Agreement (OLA)?
To define agreements between internal IT teams
To document customer requirements
To track financial budgets
To manage security incidents
✅ Correct Answer: To define agreements between internal IT teams
27. Which ITIL concept refers to unplanned interruptions in service?
Incidents
Problems
Changes
Requests
✅ Correct Answer: Incidents
28. What is the main output of the Service Strategy stage?
Service Portfolio
Incident Records
Change Requests
Problem Logs
✅ Correct Answer: Service Portfolio
29. Which ITIL process ensures that services meet availability targets?
Availability Management
Capacity Management
Service Desk
Change Management
✅ Correct Answer: Availability Management
30. What is the purpose of a Known Error in ITIL?
A problem with a documented root cause and workaround
A minor incident
A planned change
A service request
✅ Correct Answer: A problem with a documented root cause and workaround
31. Which ITIL function manages the physical IT environment?
IT Operations Management
Service Desk
Technical Management
Application Management
✅ Correct Answer: IT Operations Management
32. What is the first step in the Continual Service Improvement (CSI) model?
What is the vision?
How do we get there?
Did we get there?
Where are we now?
✅ Correct Answer: What is the vision?
33. Which document records all changes to IT services?
Change Schedule
Incident Log
Service Catalog
Problem Record
✅ Correct Answer: Change Schedule
34. What is the primary focus of ITIL Service Design?
Designing new or changed services
Resolving incidents
Managing finances
Tracking assets
✅ Correct Answer: Designing new or changed services
35. Which ITIL process handles restoring normal service operation quickly?
Incident Management
Problem Management
Change Management
Service Level Management
✅ Correct Answer: Incident Management
36. What is the purpose of IT Service Continuity Management?
To ensure services can recover from disasters
To reduce IT costs
To design service portfolios
To track user requests
✅ Correct Answer: To ensure services can recover from disasters
37. Which ITIL guiding principle suggests using existing resources effectively?
Start Where You Are
Focus on Value
Progress Iteratively
Collaborate
✅ Correct Answer: Start Where You Are
38. What is the primary output of the Service Design stage?
Service Design Package (SDP)
Incident Records
Change Requests
Problem Logs
✅ Correct Answer: Service Design Package (SDP)
39. Which ITIL practice manages the lifecycle of IT assets?
IT Asset Management
Incident Management
Service Desk
Change Management
✅ Correct Answer: IT Asset Management
40. What does the term "MTBF" stand for in ITIL?
Mean Time Between Failures
Maximum Time Before Fix
Minimum Time for Backup
Mean Time for Budgeting
✅ Correct Answer: Mean Time Between Failures
The Itil Sc Osa Service Capability Operational Support Analysis certification is a globally recognized credential for IT professionals.
This practice test helps you prepare by covering key topics like hardware, networking, troubleshooting, and security.
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