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Last updated on Jun 05, 2026

ITIL Service Capability Operational Support and Analysis Practice Exam
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Last Updated: 05-Jun-2026
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All ITIL Service Capability Operational Support and Analysis certification learning material, study guide, training courses are created by a team of ITIL training experts. The Study Guide and .EXM training software files contain relevant ITIL Service Capability Operational Support and Analysis content, labs, practice questions and explanation. This ITIL Service Capability Operational Support and Analysis exam guide and training courses is based on the latest exam outlines available!

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Preparing for the ITIL® Service Capability Operational Support and Analysis Exam

Passing the ITIL® Service Capability Operational Support and Analysis (OSA) exam is a significant milestone for individuals looking to enhance their IT service management skills and advance their career in the IT industry. This exam is part of the ITIL® Intermediate level certification, specifically focusing on the operational support and analysis aspects of ITIL® practices. In this article, we will provide you with accurate and up-to-date information about the ITIL® OSA exam, along with actionable tips to help you prepare and succeed.

About the ITIL® Service Capability Operational Support and Analysis Exam

The ITIL® OSA exam is designed to validate your knowledge and understanding of the operational support and analysis processes, activities, and functions within the ITIL® framework. It tests your ability to apply ITIL® practices for planning, implementing, and optimizing operational support and analysis activities, ensuring the delivery of quality IT services.

The exam consists of multiple-choice questions, and the passing score is 70%. It is important to note that the OSA exam requires a thorough understanding of the ITIL® Service Lifecycle and the processes covered in the ITIL® Foundation certification. Familiarity with ITIL® concepts and terminology is crucial for success.

Preparing for the ITIL® OSA Exam

Effective preparation is the key to success in any certification exam, and the ITIL® OSA exam is no exception. Here are some actionable tips to help you prepare:

  1. Understand the ITIL® Service Lifecycle: Gain a solid understanding of the ITIL® Service Lifecycle, including the five core stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. This knowledge will provide a foundation for comprehending the operational support and analysis processes covered in the OSA exam.
  2. Study the OSA Processes: Familiarize yourself with the specific operational support and analysis processes, such as Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, and more. Understand their objectives, activities, roles, and relationships within the overall ITIL® framework.
  3. Review ITIL® OSA Publications: Refer to the official ITIL® publications, such as the ITIL® Service Operation and ITIL® Continual Service Improvement books, to gain in-depth knowledge about the OSA processes. These publications provide detailed information and practical insights into implementing ITIL® practices.
  4. Take Practice Exams: Practice exams are invaluable resources for familiarizing yourself with the exam format and assessing your knowledge. The ITIL® website offers official sample papers and practice exams that can help you identify areas of improvement and build confidence.
  5. Attend Training Courses: Consider enrolling in ITIL® OSA training courses offered by accredited training providers. These courses provide structured learning, expert guidance, and hands-on exercises to reinforce your understanding of the operational support and analysis processes.
  6. Join Study Groups or Forums: Engage with fellow ITIL® aspirants by joining study groups or online forums. Discussing concepts, sharing insights, and answering questions can enhance your learning experience and provide different perspectives on the OSA processes.
  7. Create a Study Plan: Develop a study plan that covers all the relevant topics and allows sufficient time for revision and practice. Break down the syllabus into manageable sections and allocate specific study periods to ensure comprehensive preparation.

Exam Day Tips

On the day of the ITIL® OSA exam, it's essential to approach it with confidence and a calm mindset. Here are some tips to help you perform your best:

  1. Read the Questions Carefully: Take your time to read each question thoroughly and understand the requirements before selecting your answer. Pay attention to keywords and be cautious of any negative phrasing that can change the meaning of the question.
  2. Manage Your Time: The OSA exam has a specific time limit, so manage your time effectively. If you encounter a challenging question, flag it for review and move on to the next one. Return to the flagged questions once you've completed the rest of the exam.
  3. Eliminate Incorrect Options: When unsure about an answer, try to eliminate obviously incorrect options. This strategy increases your chances of selecting the correct answer even if you are uncertain about it.
  4. Review Your Answers: If time permits, review your answers before submitting the exam. Double-check for any errors or incomplete responses. Sometimes, reviewing your answers can help you catch mistakes or provide additional insights.

By following these tips and investing dedicated time and effort into your preparation, you can significantly increase your chances of passing the ITIL® Service Capability Operational Support and Analysis exam. Remember to stay focused, practice regularly, and leverage available resources to enhance your understanding of the ITIL® OSA processes.

Good luck on your journey to becoming an ITIL® certified professional!

ITIL

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VirtuLearn AI

Question 10:
The correct answer is B: A new query key was generated.
Explanation:

  • The REST call to:
POST .../regenerateKey?api-version=2017-04-18 with body {"keyName": "Key2"} regenerates the specified account key.
  • Since you specified Key2, only the secondary key is regenerated; the primary key (Key1) remains unchanged.
  • This operation updates the Cognitive Services account keys within Azure, not anything in Azure Key Vault.
  • “Query key” refers to the key used to authorize API requests to the service (subscription key), so regenerating Key2 yields a new value for that key.

Singapore, Singapore

VirtuLearn AI

Why pull first, its create is first is it
Yes. The sequence is correct because you need a base image first.

  • Step 1: Pull the base container image (Anomaly Detector) to have a starting point.
  • Step 2: Create a Dockerfile to capture the exact changes you want (reproducible build).
  • Step 3: Build and push the customized image to Azure Container Registry (ACR).
  • Step 4: Distribute a docker run script to deploy the container on devices.

Why not start with the Dockerfile? You need the base image to reference in the FROM line, and you can only push a built image to ACR, not an unbuilt modification.

Singapore, Singapore

VirtuLearn AI

Question 5:

  • In Azure Resource Manager (ARM) REST APIs, creating or updating a resource is done with a PUT request to the resource’s exact URL (idempotent operation). This means you can repeatedly call the same PUT and it will create the resource if it doesn’t exist or update it if it does.
  • POST is used to create resources under a collection (without a predefined name), which would generate a new resource id each time and is not suitable when you need a single, known resource name and a single endpoint/key to consolidate billing and access.
  • For Question 5, you’re creating a new resource at a specific path (with a known resource name) to provide a single key/endpoint for multiple services. Therefore, PUT is the correct method.

If you’d like, I can outline the exact REST call structure (URL, headers, and body) for creating the Cognitive Services/related resource using PUT.

Singapore, Singapore

Smila Vincent

After purchase, life time access?

Singapore, Singapore

VirtuLearn AI

Question 62:

  • Correct answer: D. Implement Jenkins on Compute Engine virtual machines.

  • Why this is the best choice:
- Since the app runs on GCP, hosting Jenkins on Compute Engine VMs keeps the CI/CD infrastructure in the same cloud environment, simplifying access to GCP services and credentials. - It reduces operational toil compared to managing Jenkins on local workstations or on-prem Kubernetes. - Cloud Functions cannot host a full Jenkins server (they’re serverless and not suited for long-running CI/CD tasks). - Using the Google Compute Engine plugin (google-compute-engine) lets Jenkins provision and manage GCE resources for build agents, enabling scalable, cloud-native pipelines.
  • How this supports security and streamline releases:
- Use GCP IAM/service accounts for least-privilege access, encrypt artifacts at rest, and place Jenkins behind private networking or IAP/VPN as needed. - Centralize credentials and secrets in Jenkins’ credentials store or Cloud KMS-backed solutions. - Automate deployments to GCP resources (App Engine, GKE, Cloud Run, Compute) via pipelines.
  • Why other options are less suitable:
- Local workstations: not scalable or secure for team CI/CD. - On-prem Kubernetes: adds management burden and detaches from GCP as the hosting environment. - Cloud Functions: not appropriate for a persistent Jenkins server.

Zionsville, United States

VirtuLearn AI

Establish if the solution satisfies the requirements. Your company has a Microsoft SQL Server Always On availability group configured on their Azure virtual machines (VMs). You need to configure an Azure internal load balancer as a listener for the availability group. Solution: You enable Floating IP. Does the solution meet the goal?

  • Yes.

  • Explanation: When using an Azure internal load balancer as a listener for a SQL Server Always On availability group, you must enable the Floating IP feature. This allows the internal listener IP to float to the active primary replica, ensuring the listener remains reachable and client connections are redirected correctly after failover. The Floating IP setting is required for stable listener behavior in AG configurations.

Johannesburg, South Africa

VirtuLearn AI

Question 10:

  • Answer: Yes

  • Why: The Windows 10 P2S VPN client must include the correct route(s) to reach VNetB via the VPN gateway in VirtualNetworkA. When you peered VirtualNetworkA with VirtualNetworkB, the address space reachable through the gateway changed, but the existing P2S client package may not contain the updated routes. By re-downloading and reinstalling the VPN client configuration, you install an updated client package that includes the route to VirtualNetworkB, allowing the workstation to connect to VNetB through the gateway. This is the documented approach after changing VNets or peering that affects address spaces.

Johannesburg, South Africa

Dug

Passed this exam! The exam is tough and very F***ing tricky. These practice questions are very very relevant and the AI teaching assistant is an enormous help!

United States

VirtuLearn AI

Question 21:

  • Correct answer: B. The command fails due to syntax error.

  • Why it’s wrong:
- Databricks SQL insert statements require a source query after the target table, e.g.: INSERT INTO [TABLE] target_table SELECT ... or INSERT OVERWRITE TABLE target_table SELECT .... - The given command uses INSERT INTO stakeholders.suppliers TABLE stakeholders.new_suppliers; but there is no SELECT or query to provide data, and the TABLE keyword is not used that way for a source. - So the statement doesn’t conform to the required syntax: it’s missing the source query and the INTO/OVERWRITE structure.
  • How to fix (examples):
- Append data from new_suppliers into suppliers: INSERT INTO TABLE stakeholders.suppliers SELECT * FROM stakeholders.new_suppliers; - Overwrite suppliers with data from new_suppliers: INSERT OVERWRITE TABLE stakeholders.suppliers SELECT * FROM stakeholders.new_suppliers; - To avoid duplicates, use DISTINCT: INSERT INTO TABLE stakeholders.suppliers SELECT DISTINCT * FROM stakeholders.new_suppliers;
  • Key concept: insert statements need a target, a mode (INTO

Heerlen, Netherlands

Gobn

Passed this exam... thanks to the AI Tutor for this exam course. It is well-trained and has the latest info. Good job with this guys.

India