ITIL itil practitioner practice test

ITIL Practitioner Certification - IT Service Management

Last exam update: May 12 ,2024
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Question 1

The improvement initiative has been running for a year and the BRMs believe it has been successful.
What is the BEST way to demonstrate its success?

  • A. By completing a benefits realization review.
  • B. By facilitating a customer service review workshop.
  • C. By conducting a service catalogue gap analysis.
  • D. By undertaking a stakeholder review analysis.
Mark Question:
Answer:

C

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Question 2

See the Scenario for additional information.


CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will
deploy new mobile technology to enhance the user experience. They will also improve the incident management and request
fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been
appointed for this improvement initiative.
The project manager is creating a set of metrics to measure the service provided to senior executives once the
improvements have been made. There must be a balance of technology, process and service metrics.

Which set of metrics provides a suitable balance?

  • A. 1, 3 and 4.
  • B. 1, 5 and 6.
  • C. 2, 3 and 5
  • D. 2, 4 and 6
Mark Question:
Answer:

C

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Question 3

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will
deploy new mobile technology to enhance the user experience. They will also improve the incident management and request
fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been
appointed for this improvement initiative.
The project manager is planning an assessment to verify that the improvements have been achieved in the first iteration of
the project.
Which are the BEST two outputs of the assessment?

  • A. Customer satisfaction; Process maturity of incident management and request fulfilment
  • B. Process metrics; Organizational maturity of CruiseAlong Cars’ business units
  • C. Customer satisfaction; Change readiness of CruiseAlong Cars’ IT departments
  • D. Process metrics; SWOT analysis of all service management processes.
Mark Question:
Answer:

B

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Question 4

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is limited understanding of
the structure and value of services in the organization. Many of the individual departments and faculties are resistant to the
CIOs vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to address many of the
challenges, in order to support collaboration and help to define global services. Some business analysts are going to be
transferred to these new positions.
What is the BEST way to define the role of the BRM at the university?

  • A. Adopt a job description that matches the example of the BRM role in the ITIL guidance.
  • B. Appoint the BRMs and ask them to define their own role, based on ITIL guidance.
  • C. Identify the expected outcomes and define the BRM role by building on the guidance in ITIL.
  • D. Adopt the job descriptions of business analysts and ensure they focus on the customer aspect of their work.
Mark Question:
Answer:

C

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Question 5

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
GCITS will create a new global mobile VIP service for CruiseAlong Cars senior executives, which will give them access to
corporate IT services from mobile devices, from any location. The new service will be delivered by the existing GCITS
centralized service desk. It will include 24/7 support, and reported incidents and requests will be treated as a high priority.
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom provider.
Which two rows show the CORRECT use of OCM techniques in the global mobile VIP project?

  • A. 1 and 2.
  • B. 2 and 3.
  • C. 3 and 4.
  • D. 1 and 4.
Mark Question:
Answer:

D

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Question 6

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will
deploy new mobile technology to enhance the user experience. They will also improve the incident management and request
fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been
appointed for this improvement initiative.
As part of the project an additional objective is to improve the reporting about the senior executive service.
Which is the BEST combination of report content and target stakeholder?

  • A. Stakeholder who receives the report: Service desk staff Report content: Customer satisfaction scores, Achievement of service availability targets
  • B. Stakeholder who receives the report: Service desk staff Report content: Achievement of service response targets, Root cause of outages
  • C. Stakeholder who receives the report: Senior executives Report content: Customer satisfaction scores, Root cause of outages
  • D. Stakeholder who receives the report: Senior executives Report content: Achievement of service desk response targets, Achievement of service availability targets
Mark Question:
Answer:

D

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Question 7

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices
Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their outdated system. The new
ITSM toolset will be used by all CruiseAlong Cars IT departments and their service desks. The business case for the
improvement has not been made yet. This could include financial contribution from various countries. The overall goal of the
initiative is to achieve efficiencies and cost reductions through the centralization of processes and data for reporting across
country-based IT departments.
What is the BEST way to follow the guiding principle observe directly when defining the requirements for the new
consolidated ITSM toolset?

  • A. Hold a workshop with IT support staff and business process owners in all countries.
  • B. Hold a workshop with a representative group of IT support staff and business management.
  • C. Visit a representative group of IT management and IT support staff.
  • D. Visit senior IT management and business management in all countries.
Mark Question:
Answer:

C

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Question 8

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their outdated system. The new
ITSM toolset will be used by all CruiseAlong Cars IT departments and their service desks. The business case for the
improvement has not been made yet. This could include financial contribution from various countries. The overall goal of the
initiative is to achieve efficiencies and cost reductions through the centralization of processes and data for reporting across
country-based IT departments.
As part of building business case, the benefits realization templates has been partially filled in to help with the next steps of
the CSI approach.
Which row of information BEST supports the business case?

  • A. Key stakeholders: Central IT CIO Selected country CIOs Baseline value: Time taken to produce weekly reports = 1 day Expected result: Time taken to produce weekly reports = 0.5 day
  • B. Key stakeholders: Central IT CIO All country CIOs Baseline value: Number of incorrectly categorized incidents per month = 50 Expected result: Number of incorrectly categorized incidents per month = 30
  • C. Key stakeholders: Central IT CIO Selected country CIOs Baseline value: Total IT headcount = 470 Expected result: Total IT headcount = 500
  • D. Key stakeholders: Central IT CIO All country CIOs Baseline value: Average cost per incident = $12.50 Expected result: Average cost per incident = $9.00
Mark Question:
Answer:

D

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Question 9

Why is stakeholder management an important part of any improvement initiative?

  • A. To identify the leader who will fund the change.
  • B. To determine the level of resource allocated to the change.
  • C. To determine risk levels presented by organizational culture.
  • D. To identify whose support is needed for the change.
Mark Question:
Answer:

D

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Question 10

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will
deploy new mobile technology to enhance the user experience. They will also improve the incident management and request
fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been
appointed for this improvement initiative.
KPIs have been defined to measure the success of the improvement initiative. They will be measured quarterly.
Which KPI is the MOST appropriate?

  • A. Customer satisfaction with mobile services is higher than 90%.
  • B. Network availability for mobile services is maintained at 99.6%.
  • C. Incident turnaround time for mobile services is improved by 15%.
  • D. Cost per incident for mobile services is within 2% of target.
Mark Question:
Answer:

A

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Question 11

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will
deploy new mobile technology to enhance the user experience. They will also improve the incident management and request
fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been
appointed for this improvement initiative.
Some KPIs have been defined to assess the did we get there? step of the CSI approach. Two of these are:

Are these KPIs SMART?

  • A. No, because one of them is not relevant to the project goals.
  • B. No, because one of them is not time-bound.
  • C. Yes, they are SMART KPIs.
  • D. No, because one of them is not measurable.
Mark Question:
Answer:

C

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Question 12

Why is a meeting notes template used?

  • A. To record meeting objectives while the meeting is in progress.
  • B. To help the meeting chairperson to capture key details.
  • C. To ensure that the meeting runs to planned timings.
  • D. To ensure the correct participants attend the meeting
Mark Question:
Answer:

A

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Question 13

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is limited understanding of
the structure and value of services in the organization. Many of the individual departments and faculties are resistant to the
CIOs vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to address many of the
challenges, in order to support collaboration and help to define global services. Some business analysts are going to be
transferred to these new positions.
Which is the BEST way for a new BRM at the UoB to understand their customers needs?

  • A. Run a workshop to define the structure and value of IT services.
  • B. Visit each customer in their normal place of work to see what they do.
  • C. Issue a detailed questionnaire to all customers to discover their expectations.
  • D. Establish current performance levels and match the new service to them.
Mark Question:
Answer:

D

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Question 14

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it
more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in
Japan and Australia.
The DriveYou.com project manager needs to establish an effective channel of communication with CruiseAlong Cars new
research facilities. There is already a plan for communicating with other stakeholders.
Which is the BEST approach?

  • A. Create a new comprehensive communications plan for all stakeholders before engaging with the research teams.
  • B. Use the existing communications plan and send all previous communications to the research teams.
  • C. Make contact with the research teams and build a specific communications approach to address their needs.
  • D. Include the named contacts immediately on the project email distribution list and ask them for feedback.
Mark Question:
Answer:

C

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Question 15

See the Scenario for additional information.

CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It
has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In
some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT
Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide
selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure

Inconsistency of IT services when employees are travelling

CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car
technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51%
share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB).
DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their
employees are mostly research and development experts, working from multiple locations, with a significant number working
from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships
are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory


requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT
services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned
services include a walk-in service desk, plus a separate service desk in the main library, run by library staff. Library services
and IT are both part of the universitys administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and
academics. It also runs some high performance computing systems and high bandwidth networks across the main campus
area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT

Manage growth and increasing IT demand

Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including
IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an
ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in
different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars

Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for
managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with
safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoTs internal IT team writes and manages most of their agency-specific applications, however most other
applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their outdated system. The new
ITSM toolset will be used by all CruiseAlong Cars IT departments and their service desks. The business case for the
improvement has not been made yet. This could include financial contribution from various countries. The overall goal of the
initiative is to achieve efficiencies and cost reductions through the centralization of processes and data for reporting across
country-based IT departments.
Which benefit is the MOST important to include in the business case for this improvement and why?

  • A. A lower risk of overspending the IT budget, because this is aligned with the goal of the improvement.
  • B. Fewer breaches of agreed service levels, because this will lead to improved business unit satisfaction.
  • C. Provision of shared funding from many countries, because this will lead to improved business unit satisfaction.
  • D. A reduction in the cost of service desks, because this is aligned with the goal of the improvement.
Mark Question:
Answer:

D

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