Scenario
Vision Media is an international media organization, operating various lines of business including:
The organization has recently been restructured, and now is comprised of the following companies and departments:
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?
B
Which of the following is NOT an objective of Service Operation?
A
Scenario
Brewsters is a toy factory that has been in business for 30 years. The company started with a small family run shop and has
grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary
supplier of childrens collectable novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in
an attempt to improve the management of the infrastructure, as well as more effective use of resources and identification of
areas for improvement.
The Brewsters management teams do not have a lot of IT knowledge. The newly appointed IT Manager is very ITIL focused
and wants to implement as many ITSM processes as is appropriate there are currently no formal processes in place. On
starting with the company the IT Manager completed an internal assessment of the IT infrastructure including staff skills
analysis, and collated the results from customer satisfaction surveys completed over the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
Results from Staff Skills Analysis:
Results from General IT Infrastructure assessment:
Refer to Scenario
Through further investigation you identify that there is no formal means of collecting data to identify service improvement,
other than customer surveys. These are very subjective and do not give a balanced picture regarding quality of service.
Through discussions with the Continual Service Improvement Manager, you decide to start collecting a range of metrics to
help identify service improvements.
Which metrics would be relevant to Service Desk?
B
Scenario
Vision Media is an international media organization, operating various lines of business including:
The organization has recently been restructured, and now is comprised of the following companies and departments:
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?
C
Scenario
Vision Media is an international media organization, operating various lines of business including:
The organization has recently been restructured, and now is comprised of the following companies and departments:
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
Medium Impact
High Impact
Major Incident
Example 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 Chief Executive 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?
B
There have been multiple incidents recorded by the Service Desk. It appears that the network is congested due to multiple
connections.
What kind of actions should the Service Desk analyst take in this instance?
B
Which of the following BEST describes the purpose of Event Management?
A
The success of Service Operation phase is based on some important Critical Success Factors. From the options below,
which would be the most important for Service Operation?
D
Scenario
NEB is a financial management company that specializes in lending money for substantial property investments. They have
a large IT department that is currently using the following ITSM processes:
Each of these processes have been implemented within the planned target time and are working effectively and efficiently.
Staff have adapted to the changes in a very positive manner and see the benefits of using the ITIL framework.
Last Saturday, there was a security breach. A previous member of staff, who has left the company and joined a competitor
organization, has been able to gain access to several client lending files. After initial investigation, it was found that access
was not terminated when the staff member left the company this has highlighted that there are insufficient processes in
place to ensure access rights are terminated when staff leave the company, change roles etc and there is ongoing
investigation to see how many other previous staff still have access to the system.
The business has requested immediate recommendations from the IT Manager, as to what can be done to ensure this
situation does not happen again and how best to inform clients, with reference to the security breach.
Refer to the scenario.
Which of the following options is most suitable to deal with this situation?
B
Technical Management is NOT responsible for?
C
Operations Control refers to?
B
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. Total Company staff now exceeds 800 people. Each Firm currently has their own Service
Desk.
With 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)
A
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:
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 various IT
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 Event Management 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?
B
Which ITIL process ensures that the IT Services are restored as soon as possible in the case of a malfunction?
B
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:
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 various IT
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.
Discussions have recently been held regarding the performance of the Incident and Problem Management. There has been
some confusion among IT managers as to what metrics demonstrate the quality and performance of these two processes.
From the options below, which represents the best range of measures for evaluating the success of Incident and Problem
Management?
A)
B)
C)
D)
D