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itil ITILSC_OSA

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Exam contains 23 questions

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Question 13 🔥

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 variousIT 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.As part of the major refresh of IT systems, it has been agreed that the existing ITIL processes of Incident and Problem Management are not performing adequately. Recent surveys indicate that:A high percentage of incidents are being escalated to second line support staffThere is inconsistency in the knowledge captured for diagnosing and resolving incidents and problemsProblem Management is predominantly reactive and typically only executed when a large volume of incidents are identified to be of a common root causeThere is little handover of knowledge (including documentation of Known Errors) for many releases deployed, creating significant workloads for the supportgroups in the weeks following deployment.Which of the following responses BEST represents the way in which you would seek to improve the situation?

Which database solution meets these requirements?

A. You understand the need to review current practices, so you compare current practices against those described in the ITIL volume of Service Operation. You perform a gap analysis, and realize most of the issues relate to inadequate knowledge capture and sharing. You focus on improving this by: Reviewing the tools and systems used, and develop a business case for acquiring new Knowledge Management Software to be used by the IT division.Creating rules for the escalation of incident and problems so that higher level support groups are not overloadedImproving the level of documentation and knowledge capture by running incentive programs rewarding staff for the number of contributions made to theknowledgebase Conducting training on how to use the refreshed Incident and Problem Management processes.Developing performance metrics to be reviewed for Incident and Problem Management

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B. You communicate the need to review the situation, inviting various stakeholders from the IT departments and other business units to discuss the issues at hand. Your main concern is the lack of communication between various IT groups, so to improve this you focus on: Improving the Release Policy to be adhered to by the various Release & Deployment teams, stating the documentation and knowledge transferrequirements for the different types of releases performed. Developing guidelines, procedures and associated incentives for the capture of knowledge relating to incidents, problems and general service requests.Conducting training and awareness sessions on the requirements for documentation and knowledge capture.Rotating developers and second line staff through the Service Desk every three monthsDevelop consistency in the Early Life Support provided by design/specialist staff for major releasesImproving the interfaces between Incident and ProblemManagement, particularly those around escalation and problem detection.Scheduling regular Proactive Problem Management reviews, which will look at trends in incidents and problems, and to identify vulnerable infrastructurecomponents. Developing metrics that will be used to evaluate the value and performance of the Incident and Problem Management processes.

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C. You understand the need for compliance to the defined processes, as currently many staff do not follow prescribed guidelines and procedures. Your efforts focus on improving compliance to the Incident and Problem Management processes by: Auditing the processes, seeking where exceptions to defined procedures occurRunning awareness sessions to communicate the value and importance of the processes in placeModifying existing systems and tools so that improve compliance to existing processesEvaluating which groups are underperforming to identify any training that needs to occur

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D. You communicate the need to understand more about the current issues, so you invite the Service Desk, Incident, Problem and Release & Deployment managers to a meeting to review the situation. Your main concern is the lack of documentation and knowledge being recorded by various IT groups, so to improve this you focus on: Defining the requirements for knowledge capture and transfer (including Known Errors) so that all communication is improvedImproving the tools and systems used for by the various groups for knowledge capture and transferCreating rules for the escalation of incident and problems so that higher level support groups are not overloadedDevelop consistency in the Early Life Support provided by design/specialist staff for major releasesAssigning responsibility to the lead infrastructure architect to oversee Proactive Problem Management.Conducting training on how to use the refreshed Incident and Problem Management processes.Rotating Service Desk staff through higher level support teams every three monthsDeveloping performance metrics to be reviewed for Incident and Problem Management

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Question 14 🔥

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 variousIT 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.With Vericom being a large organization (approximately 40 000 staff), some of the business units have developed their own internal IT departments to supplement the services provided by the centralized Information Technology Services (ITS) department. This has occurred due to the specialized needs and requirements for technology, specifically Verinet, VericomTV and Consumer Sales and Marketing.While the decision has been made that this organizational structure is to remain in place, there has been identified issues relating to a lack of consistency in ITService Management processes used by the different departments and unclear boundaries for the responsibilities of the various IT Service Desks. This has resulted in:End users calling the wrong Service Desk, requiring the call to be redirected to the appropriate groupInconsistency in the categorization and classification of service requests, incidents and problems, causing confusion and frustration when there are multiple ITdepartments involvedKnown Errors being recorded internally within the various IT departments, which may in fact have a wider impact on the whole organization when these are notvisible to everyoneInconsistency in the Service Management systems and tools used for handling service requests, incidents, problems and Known Errors.From the following responses, which BEST represents the approach you would take to overcome the issues described above?

Which database solution meets these requirements?

A. You realize a coordinated approach is the best method, including: The development of the ITS Service Desk to be the single point of contact for ALL end user (internal) queries. This will be performed over a 6 month period,to take account for any training and transfer of knowledge that needs to occur. This Service Desk will then escalate to the appropriate second line group (from any of the IT departments) as required. Develop consistency across all departments for categories and priority coding systems used for all service requests, incidents and problems.Build or purchase a consistent service management tool that will be used by all IT departments for managing incidents, problems, Known Errors andservice requests. Holding regular review sessions involving staff from each of the IT departments to discuss current issues, recurring and potential problems future initiatives.

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B. You realize a phased approach is the best method, including four phases: Phase 1 Build or purchase a service management tool that will be used by all IT departments for managing incidents, problems and service requestsPhase 2 Standardize the use of ITIL processes used by the ITS department across all IT departments at VericomPhase 3 Deliver training and awareness sessions for staff regarding the importance of the processes and how they should be used.Phase 4 Review the success of the project and pass any lessons learnt onto future projects

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C. You realize a coordinated approach is the best method, including: Developing a telephone system that will route calls to the appropriate Service Desk based on the users input. This should also provide the capability for aService Desk analyst to call them back during peak periods. Develop consistency in all the categories assigned to service requests, incidents and problems across all IT departments.Build or purchase a service management tool that will be used by all IT departments for managing incidents, problems, Known Errors and service requestsHold regular review sessions involving key staff from each of the IT departments to discuss current issues and potential problems.

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D. You realize that improving the business awareness of IT is most important, and address the issues by: Identifying the training requirements of end users to improve their use of IT serviceImplement an online Service Catalogue for all IT Services, with self-help capabilities to log and track incidents, problems and service requestsAssist Service Level Management in improving the visibility of the IT organization in general, and identify areas of customer satisfaction that need improvingBuild or purchase a service management tool that will be used by all IT departments and end users for managing incidents, problems, Known Errors andservice requests

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Question 15 🔥

Question 16 🔥

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 variousIT 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 EventManagement 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?

Which database solution meets these requirements?

A. 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 effectImproved ratio of used licenses against paid for licensesPercentage re-use and redistribution of under-utilized assets and resources Improved aliment between provided maintenance and business supportImprovement in maintenance scheduling and management for CIs

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B. 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 customersNotify the appropriate staff of status changes or exceptions that so that they can respond quicklyProviding a basis for automated operations, increasing efficiency and allowing human resources within Verinet to be better utilizedProviding improved visibility as to the events and interactions that occur within the IT infrastructureProviding performance and utilization information and trends that can be used for improved capacity planning and system design

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C. 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 customersDeveloping capabilities for the monitoring of critical components of the IT infrastructure for disruptions or breach of utilization thresholdsAutomating the notification of key staff when exception events occurProviding improved visibility as to the events and interactions that occur within the IT infrastructureReducing the time requirements of manual activities performed by IT staff as part of preventative maintenance.

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D. 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 breachesReduced times required for diagnosis and root-cause analysis of problemsReducing ratio of high priority incidentsReduced Mean Time to Restore (MTTR) for incidentsImproved availability levelsImproved delivery of capacity and performance, with fewer capacity related incidents.

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Question 17 🔥

Scenario -Vision Media is an international media organization, operating various lines of business including:Film Production -Television (production and delivery of their own channel in the United States VisionOne)Print media (including newspapers in 15 countries)Online Advertising -The organization has recently been restructured, and now is comprised of the following companies and departments:Vision Films (production of movies and television shows)VisionOne (television channel)VisionNews (coordinates all of the sub-companies involved in the delivery of printed newspapers, as well as being the centralized source of news informationfor all company owned media outlets)VisionNet (managing the online and internet businesses)Legal Services -Finance and Administration -Human Resources -Information Technology -The organization is also actively pursuing growth in the online market, and is currently holding discussions with the leading online news provider about the possible acquisition of their company. This would increase the overall size of Vision Media by around 15%.The Information Technology department acts as a Shared Service Unit, providing IT Services to all of sub-companies and departments, which complement some of the Internal Service Providers that also exist. The director of Information Technology has realized the need to improve the quality of services offered by implementing ITIL, and has decided to do so using a phased approach. Some of the Service Design and Service Transition processes have already been implemented, and they are now planning the implementation of Service Operation.While the IT director does have tentative support from the other directors and CEO, budgets for implementing the Service Operation processes have not been finalized, and still require a business case to be formally submitted.Refer to the exhibit.The IT director is required to submit a business case to the board of directors of Vision Media for the implementation of Service Operation. Which of the following responses is the BEST summary of the benefits of implementing Service Operation (processes and functions), to be included in the business case?

Which database solution meets these requirements?

A. As part of the ongoing Service Management initiative within Vision Media, the implementation of Service Operation is a vital element necessary to enable service quality and reduce the overall expenditure on IT. This is because Service Operation is ultimately where the designs and optimizations introduced by IT are supported, and from an IT perspective where the actual value of IT Service Management is seen. Specific benefits delivered as a result of improved Service Operation includes: Increased effectiveness and efficiency in IT Service delivery and supportReduced operational spending on ITIncreased customer and user satisfaction of IT servicesImproved availability and performance of agreed IT servicesGiven current plans for growth of Vision Media and possible acquisitions, the implementation of Service Operation is especially important to provide processes for reactively managing a growing end user population and increased scope and complexity in IT infrastructure utilized.

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B. As part of the ongoing Service Management initiative within Vision Media, the implementation of Service Operation is a vital element necessary to further improve service quality, and to realize the value of the previous projects already completed (refer Service Design and Service Transition projects). This is because Service Operation is ultimately where the designs and optimizations introduced by IT are executed and measured, and from a business viewpoint where the actual value of IT is seen. Specific benefits delivered as a result of improved Service Operation includes: Increased effectiveness and efficiency in IT Service delivery and supportIncreased return on investments (ROI) into ITIncreased value on investments (VOI) into ITIncreased customer and user satisfaction of IT servicesGiven current plans for growth of Vision Media and possible acquisitions, the implementation of Service Operation processes is especially important to provide cost-effective capabilities for managing a growing end user population and increased scope and complexity in IT infrastructure utilized.

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C. As part of the ongoing Service Management initiative within Vision Media, the implementation of Service Operation is a vital element necessary to enable service quality and reduce the overall expenditure on IT. This is because Service Operation is ultimately where the designs and optimizations introduced by IT are deployed, and from a business perspective where the actual value of IT Service Management is seen. Specific benefits delivered as a result of improved Service Operation includes: Fewer disruptions to agreed IT servicesReduced operational spending on ITIncreased job satisfaction of IT staffImproved availability and performance of agreed IT servicesGiven current plans for growth of Vision Media and possible acquisitions, the implementation of Service Operation is especially important to provide processes for reactively managing a growing end user population and increased scope and complexity in IT infrastructure utilized.

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D. As part of the ongoing Service Management initiative within Vision Media, the implementation of Service Operation is a vital element necessary to achieve service quality and support the objectives defined for the IT department. This is because Service Operation is ultimately where the designs and optimizations introduced by IT are supported, and from a business viewpoint where the actual value of IT is seen. Specific benefits delivered as a result of improved Service Operation includes: Increased effectiveness and efficiency in IT Service delivery and supportIncreased return on investments (ROI) into ITReduced operational spending on ITIncreased customer and user satisfaction of IT servicesGiven current plans for growth of Vision Media and possible acquisitions, the implementation of Service Operation is especially important to provide cost- effective processes for managing a growing end user population and increased scope and complexity in IT infrastructure utilized.

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Question 18 🔥

Scenario -Vision Media is an international media organization, operating various lines of business including:Film Production -Television (production and delivery of their own channel in the United States VisionOne)Print media (including newspapers in 15 countries)Online Advertising -The organization has recently been restructured, and now is comprised of the following companies and departments:Vision Films (production of movies and television shows)VisionOne (television channel)VisionNews (coordinates all of the sub-companies involved in the delivery of printed newspapers, as well as being the centralized source of news informationfor all company owned media outlets)VisionNet (managing the online and internet businesses)Legal Services -Finance and Administration -Human Resources -Information Technology -The organization is also actively pursuing growth in the online market, and is currently holding discussions with the leading online news provider about the possible acquisition of their company. This would increase the overall size of Vision Media by around 15%.The Information Technology department acts as a Shared Service Unit, providing IT Services to all of sub-companies and departments, which complement some of the Internal Service Providers that also exist. The director of Information Technology has realized the need to improve the quality of services offered by implementing ITIL, and has decided to do so using a phased approach. Some of the Service Design and Service Transition processes have already been implemented, and they are now planning the implementation of Service Operation.While the IT director does have tentative support from the other directors and CEO, budgets for implementing the Service Operation processes have not been finalized, and still require a business case to be formally submitted.Refer to the exhibit.There is some confusion as to how the process of Access Management should be designed. In particular, there is debate as to how the process should be integrated into the overall approach of IT Service Management within Vision Media. The IT director has asked for submissions from some of her staff, describing how they think Access Management should be designed.Which of the following submissions describes the most appropriate way in which to design and implement Access Management within Vision Media?

Which database solution meets these requirements?

A. The design of a quality Access Management process will need to consider the current state of IT Service Management that exists within the IT department, as well as the organizational requirements of Vision Media in general. This will require interfaces to be created with: Information Security Management: Which is responsible for the development and renewal of security policies, guidelines and procedures, which are thenexecuted by Access Management Service Level Management: Which is responsible defining the customer requirements for access to IT servicesRequest Fulfillment: Access Management will often be triggered by Service Requests, taken by the Service Desk or submitted using automated and self-help mechanisms Change Management: Request for Changes (RFCs) will often involve modification of access rightsDemand Management: Which will provide information as to the patterns of business that will generate requests for access.Outside the scope of IT Service Management, some of the interfaces that will also need to be created are:Human Resources: So that effective (and automated) communication exists to assist in the creation, modification, removal and audit of access rights.General:Direct requests from department managersRequests for enabling increased access for VIP staff

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B. The design of an efficient Access Management process will need to account for the existing IT Service Management processes already implemented within the IT department, as well as the Human Resource requirements of Vision Media in general. This will require interfaces to be created with: Information Security Management: Which is responsible for the development and renewal of security policies, guidelines and procedures, which are thenexecuted by Access Management Capacity Management: Which is responsible for the design of systems and infrastructure, which are in turn supported by Access ManagementKnowledge Management: Each Knowledge base will require various levels of access to be defined and enforced.Change Management: Request for Changes (RFCs) will often involve modification of access rightsDemand Management: Which will provide information as to the patterns of business that will generate requests for accessOutside the scope of IT Service Management, some of the interfaces that will also need to be created are:Legal Services: So that the Legal department can verify the request for access is appropriate and lawful.General:Direct requests from department managersRequests for enabling increased access for VIP staff

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C. It is important that the implementation of Access Management considers a number of key interfaces with existing IT Service Management processes, as well as other business processes, to ensure success and satisfaction of its defined objectives. This includes: Information Security Management: Which is responsible for the development and renewal of security policies, guidelines and procedures, which are thenexecuted by Access Management Availability Management: Which is responsible for the design of security systems and infrastructure, which are in turn supported by Access ManagementRequest Fulfillment: Access Management will often be triggered by Service Requests, taken by the Service Desk or submitted using automated and self-help mechanisms Change Management: Request for Changes (RFCs) will often involve modification of access rightsConfiguration Management: Which can be used to record relationships between users and systems they can access.Outside the scope of IT Service Management, some of the interfaces that will also need to be created are:Human Resources: So that effective (and automated) communication exists to assist in the creation, modification, removal and audit of access rights.General:Direct requests from department managersRequests for enabling restricted access to contractors and external suppliers

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D. Access Management will need to be implemented in isolation from existing IT Service Management processes already in place at Vision Media so that its integrity can be ensured. The only exception to this is Information Security Management, which is responsible for the development and renewal of security policies, guidelines and procedures. Access Management uses these as formal inputs, which are then executed accordingly.

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itil ITILSC_OSA

Exam contains 23 questions

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