Free EXIN ITILSC-OSA Exam Dumps Questions & Answers

Technical Management is NOT responsible for?

• A.Diagnosis of, and recovery from, technical failures
• B.Defining the Operational Level Agreements for the various technical teams
• C.Maintenance of the technical Infrastructure
• D.Documenting and maintaining the technical skills required to manage and support the IT Infrastructure

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Scenario
You are the CIO of a large stockbroking firm, based in Hong Kong.Recently this company has acquired two other major firms in Londonand New York. Total Company staff now exceeds 800 people. EachFirm currently has their own Service Desk.
Hong Kong has 10 SD staff to 400 employees, with 6 2nd level support staff London has 3 SD staff to 140 employees with 3 2nd level support staff New York has 5 SD staff to 250 employees with 5 2nd levelsupport staff
With this new merger comes new support issues. Complaints arecoming in to say that there si an imbalance with ratio of IT supportstaff to users, Service Desks in London and New York are havingtrouble knowing and supporting new systems which has resulted inusers calling Hong Kong Service Desk. This has resulted in higherresolution times and an inability to get through to the service deskThe Business is not happy with the current situation.
Refer to the scenario.
A)

B)

C)

D)

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

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

Which of the following BEST describes the purpose of EventManagement?

• A.To detect events, make sense of them and determine the appropriate control action
• B.To monitor interactions and exceptions within the infrastructure
• C.To detect and escalate exceptions to normal service operation
• D.To monitor and control the activities of technical staff