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 now considering the implementation of the Service Operation functions. However there seems to be overlap between the goals and objectives for each of the functions, which is causing some concern among staff involved in the project.Which of the following responses BEST describes the objectives of the four Service Operation functions?A.B.C.D.
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.Sally Robbins, who had previously managed the IT departments Service Desk, has now been assigned the role of Incident Manager. To assist in the implementation of the process, Sally has conducted a number of meetings with IT staff, customers, external suppliers and other relevant stakeholders to identify their requirements. Based on these discussions, Sally has created following impact definitions, which will be used in conjunction to the given urgency to determine the appropriate timescales and effort applied for response and resolution to recorded incidents.Impact Definition:Low Impact -Affects a single user, preventing them from performing normal work functionsA single, non-critical device or peripheral is unavailableMedium Impact -Multiple users are affected, preventing them from performing normal work functionsA regular business function is unavailable to part of a or organizational unit departmentHigh Impact -A vital business function is unavailable to an entire department or company owned organizationMajor Incident -A vital business function is unavailable to all VisionMedia departments and company owned organizationsExample Incidents:I. The IT manager of Vision Films detects that their dedicated Virtual Private Network linking them to Vision Medias corporate IT systems has failed. This has prevented users from accessing or modifying any file, document or system maintained by the centralized IT department of Vision Media.II. The vice-president of the Finance and Administration department reports that her laptop keeps rebooting. She has an important report to complete for the ChiefExecutive Officer.III. The president of Vision TV is unable to stream high-definition video from a regional office. He requires the regional offices WAN connection to be upgraded to a 14.4 M/bit wireless mobile network.IV. A IT staff member is alerted to the failure of systems provided by Human Resources to all other departments and sub companies to manage payments and leave for Vision Media employees (and those employed by organizations fully owned by Vision Media)Which of the following responses provides the correct assignment of impact to the above incidents?A.I. High Impact -II. Medium Impact -III. Not an incident, should be a Request for ChangeIV. Major Incident -B.I. High Impact -II. Low Impact -III. Not an incident, should be a Request for ChangeIV. Major Incident -C.I. Major Incident -II. Medium Impact -III. High Impact -IV. Major Incident -D.I. High Impact -II. Low Impact -III. Medium Impact -IV. Major Incident -
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. TotalCompany 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 staffLondon has 3 SD staff to 140 employees with 3 2nd level support staffNew York has 5 SD staff to 250 employees with 5 2nd level support staffWith 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?
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. TotalCompany 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 staffLondon has 3 SD staff to 140 employees with 3 2nd level support staffNew York has 5 SD staff to 250 employees with 5 2nd level support staffWith 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.A.B.C.D.
The success of Service Operation phase is based on some important Critical Success Factors. From the options below, which would be the most important forService Operation?
