ITIL Service Capability Operational Support and Analysis (ITILSC) - ITIL Actual Exam Questions
Last updated on April 30, 2026
What is the best definition of an Incident Model?
A type of incident involving an authorized Configuration Item (CI)
The template used by Service Desk analysts to record incidents
A set of pre-defined steps to be followed when dealing with a known type of incident
An Incident that is easy is solved at first contact
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Scenario Vericom is a leading provider of government, business and consumer telecommunication services, and is currently seeking ways in which to improve its utilization of IT services to drive growth across its’ multiple lines of business. One of the largest organizations in the United Kingdom, 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 retail outlets) • 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 infrastructure services) Due to the extensive scope of infrastructure deployed and large employee and customer base, Vericom continues to rely on legacy systems for some critical IT services; however this is seen as a barrier to future organizational growth and scalability of services offered. The CIO of Vericom has also raised the concern that while improvements to the technology utilized is important, this also needs to be supported by quality IT Service Management practices employed by the various IT departments. The project of improving the IT Service Management practices employed by Vericom has been outsourced to external consultants who are aware of the major IT refresh that is going to be occurring over the next 24 months. Refer to the scenario. The Verinet business unit which provides internet services is currently facing increased competition from other Internet Service Providers seeking to entice Verinet customers away with offerings such as free VOIP (voice over internet protocol) and Naked DSL (unconditioned local loop). To combat this, Verinet wishes to develop a new marketing campaign highlighting the high quality and availability of services offered. Before this occurs, the Service Manager within Verinet (who has previously implemented ITIL in other organizations) had recommended implementing Event Management to assist in the continued ability for providing high quality, highly available internet services to the UK population. She has been faced by some resistance, who believe that it is not required as Capacity, Availability, Incident and Problem Management have already been implemented. Which of the following would be the BEST response to the Veritnet directors in describing the benefits of introducing Event Management to Verinet?
The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits. The value to the business of implementing the process is directly seen by the following benefits: • Improved speed for Incident and Problem Management for identifying and analyzing the cause and potential effect • Improved ratio of used licenses against paid for licenses • Percentage re-use and redistribution of under-utilized assets and resources Improved aliment between provided maintenance and business support • Improvement in maintenance scheduling and management for CIs
The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits. The value to the business of implementing the process is generally indirect, but would support an enhanced ability to provide high quality and high availability internet services by: • Providing mechanisms for the early detection of incidents and problems before they impact customers • Notify the appropriate staff of status changes or exceptions that so that they can respond quickly • Providing a basis for automated operations, increasing efficiency and allowing human resources within Verinet to be better utilized • Providing improved visibility as to the events and interactions that occur within the IT infrastructure • Providing performance and utilization information and trends that can be used for improved capacity planning and system design
The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits. The value to the business of implementing the process is generally indirect, but would support an enhanced ability to provide high quality and high availability internet services by: • Providing mechanisms for the early detection of incidents and problems before they impact customers • Developing capabilities for the monitoring of critical components of the IT infrastructure for disruptions or breach of utilization thresholds • Automating the notification of key staff when exception events occur • Providing improved visibility as to the events and interactions that occur within the IT infrastructure • Reducing the time requirements of manual activities performed by IT staff as part of preventative maintenance.
The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits. The value to the business of implementing the process is directly seen by the following benefits: • Reduced SLA breaches • Reduced times required for diagnosis and root-cause analysis of problems • Reducing ratio of high priority incidents • Reduced Mean Time to Restore (MTTR) for incidents • Improved availability levels • Improved delivery of capacity and performance, with fewer capacity related incidents.
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Technical Management is NOT responsible for?
Maintenance of the technical Infrastructure
Documenting and maintaining the technical skills required to manage and support the IT Infrastructure
Defining the Operational Level Agreements for the various technical teams
Diagnosis of, and recovery from, technical failures
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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?
Management 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
Management 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
Management 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
Management 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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Scenario You are the CIO of a large stock broking firm, based in Hong Kong. Recently this company has acquired two other major firms in London and New York. Total Company staff now exceeds 800 people. Each Firm 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 level support staff With this new merger comes new support issues. Complaints are coming in to say that there si an imbalance with ratio of IT support staff to users, Service Desks in London and New York are having trouble knowing and supporting new systems which has resulted in users calling Hong Kong Service Desk. This has resulted in higher resolution times and an inability to get through to the service desk The Business is not happy with the current situation. Refer to the scenario. As CIO, you decide to reorganize the Service Desk structure as a means to address the levels of service. You decide to use a follow the sun Service Desk. Which of the following descriptions to you present to the Business as your solution?
By implementing a follow the sun SD, you use current data to determine minimum staffing requirements in each location to support its own location and the expected support levels in other locations. You then ensure that SD staff are trained on all current services. You appoint 2 Super Users per Service Desk to act as a buffer and to assist the users. You set up SD schedule based on usage and work hours.
By implementing a follow the sun SD, you use current data to determine minimum staffing requirements in each location to support its own location and the expected support levels in other locations. You then ensure that all SD staff are trained on all current services and able to provide an average of 60% 1st line support as a target you appoint 2 Super Users per location to act as a buffer and to assist the users. You set up SD schedule based on usage and work hours
By implementing a follow the sun SD, you will start by investigating if the current infrastructure is capable of supporting a global service desk, including use of VOIP technology (this is possible). You use current data to determine minimum staffing requirements in each location to support its own location and the expected support levels in other locations. You decide to use English as the main language for all support. You then ensure that all SD staff are trained on all current services and able to provide an average of 60% 1st line support as a target you appoint 2 Super Users per location to act as a buffer and to assist the users. You set up SD schedule based on usage and work hours
By implementing a follow the sun SD, location. You decide to keep local languages for SD. You use current data to determine minimum staffing requirements in each location to support its own location. You then ensure that all SD staff are trained on local services and able to provide an average of 60% 1st line support as a target. You appoint 2 Super Service Desk Operators per location to act as a buffer and to assist the users.
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