EXIN ITIL Service Capability Operational Support and AnalysisはIT業界で広く認知された認定資格であり、取得すればスキルの証明として大きな強みになります。CertShikenのITILSC-OSA練習問題（26問）は専門家チームが監修し、2026年の試験内容に対応しています。

EXIN ITILSC-OSA 試験概要:

認定ベンダー:	EXIN / PeopleCert (ITIL Framework)
試験名:	ITIL サービスキャパシティ 運用サポートおよび分析（OSA）試験
試験番号:	ITILSC-OSA
関連資格:	ITIL サービスキャパシティ SOA ITIL ファンデーション ITサービスマネジメント資格 その他のITIL中級キャパシティモジュール
出題数:	8
対応言語:	English
試験形式:	シナリオベース問題, 選択式
試験時間:	90 分
合格点:	70% (28/40)
サンプル問題:
受験方法:	認定テストセンターまたは認定試験パートナーを通じたオンラインでの監督付き試験（シナリオベースの選択式問題）。:contentReference[oaicite:1]{index=1}
前提条件:	受験資格として、ITIL ファンデーション ITサービスマネジメント資格（または同等）を保持している必要があります。認定プロバイダーによる公式トレーニングの受講が推奨されます。:contentReference[oaicite:0]{index=0}
公式シラバスのURL:	https://www.exin.com/itil-certification/

EXIN ITILSC-OSA 試験シラバストピック:

ITILSC-OSA試験の疑問を解決するFAQ

EXIN ITIL Service Capability Operational Support and Analysis 認定 ITILSC-OSA 試験問題：

問題 #1

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 of resources and identification of areas for improvement.
The Brewster's management teams do not have a lot of ITknowledge. The newly appointed IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is appropriatethere are currently no formal processes in place. On starting with thecompany the IT Manager completed an internal assessment of the ITinfrastructure - including staff skills analysis, and collated the resultsfrom customer satisfaction surveys completed over the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
- Overall a consistent satisfaction level. However, responses completed during the past 12 months show an increase in customers who were unsatisfied with call waiting times when contacting the service desk for help with online orders and requests for information.
- Customers added the following additional comments: - "Never get to speak to the same person twice when dealing with an Incident number, had to call several times to receive follow up on progress" - "Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests"
Results from Staff Skills Analysis:
Staff, in general, have a good knowledge of IT systems and a basic understanding of the business processes and objectives. However, staff are not well informed of upcoming releases of new or changed services and not given adequate information to relay to the customers.
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Staff added the following additional comments:
"Communication between Service Operation departments has become inefficient -
there are meetings for the sake of meetings, but the important information we need
to know to do our day to day jobs is lacking"
"I still don't know what half of the people do, that work in the IT department!"
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Results from General IT Infrastructure assessment:
Lack of event monitoring and planning Lack of input from Operational Support departments into Service Design Lack of skill and information sharing across the Operational Support teams with regards to Incident, Problem, Workarounds and Known Error data. Little to no proactive activities being carried out.
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Refer to Scenario
Which of the following options would be the most effective option toaddress the issues identified from the General IT Infrastructureassessment?

A. You decide to recommend implementation of the EventManagement process to formalize the event monitoring,planning and overall management. Ensure that there isresource sharing between the Service Design teams andthe Operational Support teams as their input is necessaryto ensure services are designed that will work efficiently inthe live environment. In addition, implement the Problem Management process at the same time, to ensure there are both reactive andproactive activities taking place with regards to Problems,a knowledge bank of information including known errors,workarounds, problems and incident records is producedand maintained.
B. Implement the Problem Management process, to ensurethere are both reactive and proactive activities taking placewith regards to Problems, a knowledge bank of informationincluding known errors, workarounds, problems andincident records is produced and maintained. Once this process is established, working efficiently andstaff have become more accustomed to this new way ofworking, use this success to recommend theimplementation of the Event Management process.
C. You are not concerned with the lack of skill sharingbetween the Operational Support departments andService Design as they are two separate entities of theService Lifecycle with their own objectives. You areconcerned, however, with the lack of skill sharing betweenthe Operational Support teams and decide to formalize the1st, 2nd and 3rd lines of support and recommend theadoption of a database that will incorporate all Incidentrecords, Problem records, Known Error records,Workarounds and Event information, so that all staff canhave access to and use this information.
D. You are not concerned with the lack of skill sharingbetween the Operational Support departments andService Design as they are two separate entities of theService Lifecycle with their own objectives. You areconcerned, however, with the lack of Event monitoring andplanning and foresee this as being a potential major issue.You decide to recommend implementation of the EventManagement process to formalize the event monitoring,planning and overall management. Ensure that there isresource sharing between the Service Design teams andthe Operational Support teams as their input is necessaryto ensure services are designed that will work efficiently inthe live environment.

問題 #2

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

問題 #3

The success of Service Operation phase is based on some importantCritical Success Factors. From the options below, which would bethe most important for Service Operation?

A. 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
B. 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
C. Management support for using phase Business support to ensure users use Service Desk as little aspossible Champions to drive process usage Staffing and retention of Service Desk Service management usage Suitable tools - especially Incident Management Measurement and reporting of capacity
D. 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

解説：