peoplecert itil practitioner practice test
ITIL Practitioner Exam
Question 1
See the Scenario for additional information.
Scenario:
(Note: The companies and people within the scenario are fictional)
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 university’s 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
servicemanagement 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 NSDoT’s 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.
CruiseAlong Cars’ CIO recognizes that they must adopt an approach that focuses on service, and
adapt ITIL best practices to achieve value from the processes that are underpinned by the new
toolset.
What is the BEST way for best practice to be adapted to achieve the project goals?
- A. Utilize the process flows already available in the ITSM toolset because this requires least rework and is the lowest cost option.
- B. Use the best of the current processes from each country because costs will be reduced if the same solution is accepted by all of them.
- C. Utilize the ITIL guidance as a framework for the new processes because this will improve support and achieve cost reduction.
- D. Replace all current processes with fully ITIL aligned versions because this will allow easy automation to cut costs.
Answer:
C
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 university’s 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 NSDoT’s 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
Answer:
D
Question 3
The project manager is writing a business case for the improvement. This business case explains how
following the CSI approach will contribute to the improvement work.
Which is a correct description of the purpose of a CSI step in this improvement work?
- A. “Where are we now?” will document process issues that need to be resolved.
- B. ‘How do we get there?’ will specify the objectives and business case for the project.
- C. ‘What is the vision?’ will identify the best ITSM software tool to use.
- D. ‘Did we get there?’ will define measurable steps for the project.
Answer:
A
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 university’s 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 NSDoT’s 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 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
Answer:
D
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 university’s 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 NSDoT’s 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.
The business case for a new ITSM toolset has been approved. The project manager will soon start the
detailed planning.
What is the BEST way to communicate with key stakeholders, and at which step of the CSI approach?
- A. During ‘where are we now?’ send an email to all IT country organizations describing the benefits of the project and inviting them to contribute.
- B. During ‘where are we now?’ send an email to a selection of IT country organizations, requesting their involvement in the project.
- C. During ‘where do we want to be?’ send an email to all IT country organizations describing the benefits of the project and inviting them to contribute.
- D. During ‘where do we want to be?’ send an email selection of IT country organizations, requesting their involvement in the project.
Answer:
B
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 university’s 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 NSDoT’s 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.
Answer:
C
Question 7
What is organizational change management (OCM) MOST likely to contribute to in an organization?
- A. The knowledge required to support the adoption of new technology platforms.
- B. Cultural changes required as a result of adopting new business processes.
- C. Standard changes that are made to IT service assets and configuration items.
- D. The development of underpinning processes for a change management standard.
Answer:
B
Question 8
A number of service desk staff do not like the planned improvements and have offered alternative
solutions.
The project manager has decided to involve them in the design and review process.
This is an example of using which tactic?
- A. Prioritize the change against other changes.
- B. Be open and honest.
- C. Create and communicate quick wins.
- D. Resistance is not always necessarily negative.
Answer:
D
Question 9
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 university’s
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 NSDoT’s 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.
Effective and efficient escalation of incidents will be crucial to the success of the global mobile VIP
service.
Staff in GCITS, CruiseAlong Cars and Mobilwork could be involved in escalation.
Which is the BEST tool to use, and to whom will it be provided?
- A. A RACI model authority matrix, provided to the project manager when approving the design costs.
- B. A stakeholder map, provided to the project manager when approving the design costs.
- C. A RACI model authority matrix, provided to the service desk during deployment.
- D. A stakeholder map, provided to the service desk during deployment.
Answer:
C
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 university’s 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 NSDoT’s 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.
Answer:
D
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 university’s
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 NSDoT’s 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. During the ‘how do we get there? Step, a plan will be created for implementing changes to
the service desk procedures. Some issues with the service desk staff are anticipated.
Which OCM activity is the BEST to address the relevant service desk issue?
- A. Service desk issue: Inconsistent engagement in the project OCM activity: Create a plan for regular measurement and reporting
- B. Service desk issue: Poorly defined roles and responsibilities for the new procedures OCM activity: Conduct a training needs analysis
- C. Service desk issue: Resistance to using new procedures OCM activity: Invite users to share success stories
- D. Service desk issue: Lack of training for the new service and procedures OCM activity: Implement a staff reward scheme
Answer:
A
Question 12
See the Scenario for additional information.
CruiseAlong CarsCruiseAlong 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.
CruiseAlong CarsCruiseAlong 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.
The UoB is a University of Bachstein (UoB) 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 university’s 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
ofservices 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 NSDoT’s 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. During the ‘how do we keep the momentum going?’ step of the CSI approach, the service
desk manager hasbecome aware that some service desk staff are using the old working practices.
This is affecting the service to the VIPs.
Which is the BEST way to apply the guiding principles in this case?
- A. Design for experience by engaging with the VIPs to identify improvements to the service.
- B. Collaborate with the service desk staff to design improvements to the new processes.
- C. Be transparent and explain that non-compliance to procedures will lead to disciplinary action.
- D. Observe directly in order to understand who is not using the new procedures and why.
Answer:
D
Question 13
See the scenario for additional informational.
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 university’s 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 NSDoT’s 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 trying to understand the current level of service provided to senior
executives.
Which is an example of a CSF for the ‘customer’ quadrant of the balanced scorecard?
- A. Customer satisfaction with operational services.
- B. Ability to respond rapidly to customer demand for change.
- C. Stability and availability of services delivered to customers.
- D. Ability to resolve customer incidents quickly and effectively.
Answer:
C
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 university’s 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 NSDoT’s 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.
One CSF for the project is to provide an improved service to senior executives.
Which two KPIs are BEST to underpin this CSF?
- A. 1 and 2.
- B. 2 and 3.
- C. 3 and 4.
- D. 1 and 4.
Answer:
A
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 university’s 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 NSDoT’s 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
Answer:
C