ITILSC-OSA 무료 덤프문제 온라인 액세스

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 Service Level Manager to revise the Service Level Agreements (SLA) with a decreased availability target
• D.They should ask the Security Manager to check whether too many authorizations may have been issued.

What is the difference between a Known Error and a Problem?

• A.A Known Error always originates from an Incident. This is not always the case with a Problem
• B.Problem does not involve such an error.
• C.The underlying cause of a Known Error is known. The underlying cause of a Problem is not known
• D.With a Problem, the relevant Configuration Items have been identified. This is not the case with a Known Error.
• E.A Known Error involves an error in the IT infrastructure, A

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 infrastructure)
VericomTV (Pay TV)
Consumer Sales and Marketing (including 400 Vericom retailoutlets)
Business and Government
Finance and Administration
Information Technology Services (Shared Service Unit, however some business
units also have their own internal service provider)
Human Resources
Vericom Wholesale (for wholesale of Vericom infrastructureservices)
Due to the extensive scope of infrastructure deployed and largeemployee and customer base, Vericom continues to rely on legacysystems for some critical IT services; however this is seen as abarrier to future organizational growth and scalability of servicesoffered. The CIO of Vericom has also raised the concern that whileimprovements to the technology utilized is important, this also needsto be supported by quality IT Service Management practicesemployed by the various IT departments.
The project of improving the IT Service Management practicesemployed by Vericom has been outsourced to external consultantswho are aware of the major IT refresh that is going to be occurringover the next 24 months.
Refer to the scenario.
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Discussions have recently been held regarding the performance ofthe Incident and Problem Management. There has been someconfusion among IT managers as to what metrics demonstrate thequality and performance of these two processes.
From the options below, which represents the best range ofmeasures for evaluating the success of Incident and ProblemManagement?
A)

B)

C)

D)

• A.Option D
• B.Option A
• C.Option C
• D.Option B

What is the best definition of an Incident Model?

• A.An Incident that is easy is solved at first contact
• B.A set of pre-defined steps to be followed when dealing with a known type of incident
• C.A type of incident involving an authorized Configuration Item (CI)
• D.The template used by Service Desk analysts to record incidents