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
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.
Hong Kong has 10 SD staff to 400 employees, with 6 2nd level support staff
London has 3 SD staff to 140 employees with 3 2nd level support staff
New York has 5 SD staff to 250 employees with 5 2nd level support staff
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
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.
Hong Kong has 10 SD staff to 400 employees, with 6 2nd level support staff
London has 3 SD staff to 140 employees with 3 2nd level support staff
New York has 5 SD staff to 250 employees with 5 2nd level support staff
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.
As CIO, you decide to reorganize the Service Desk structure as a means to address the levels of
service. You decide to use a follow the sun Service Desk. Which of the following descriptions to you
present to the Business as your solution?
C
Scenario
Vision Media is an international media organization, operating various lines of business including:
Film Production
Television (production and delivery of their own channel in the United States VisionOne)
Print media (including newspapers in 15 countries)
Online Advertising
The organization has recently been restructured, and now is comprised of the following companies
and departments:
Vision Films (production of movies and television shows)
VisionOne (television channel)
VisionNews (coordinates all of the sub-companies involved in the delivery of printed
newspapers, as well as being the centralized source of news information for all company owned
media outlets)
VisionNet (managing the online and internet businesses)
Legal Services
Finance and Administration
Human Resources
Information Technology
The organization is also actively pursuing growth in the online market, and is currently holding
discussions with the leading online news provider about the possible acquisition of their company.
This would increase the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared Service Unit, providing IT Services to all of
sub-companies and departments, which complement some of the Internal Service Providers that
also exist. The director of Information Technology has realized the need to improve the quality of
services offered by implementing ITIL, and has decided to do so using a phased approach. Some of
the Service Design and Service Transition processes have already been implemented, and they are
now planning the implementation of Service Operation.
While the IT director does have tentative support from the other directors and CEO, budgets for
implementing the Service Operation processes have not been finalized, and still require a business
case to be formally submitted.
Refer to the exhibit.
Sally Robbins, who had previously managed the IT departments Service Desk, has now been
assigned the role of Incident Manager. To assist in the implementation of the process, Sally has
conducted a number of meetings with IT staff, customers, external suppliers and other relevant
stakeholders to identify their requirements. Based on these discussions, Sally has created following
impact definitions, which will be used in conjunction to the given urgency to determine the
appropriate timescales and effort applied for response and resolution to recorded incidents.
Impact Definition:
Low Impact
Affects a single user, preventing them from performing normal work functions
A single, non-critical device or peripheral is unavailable
Medium Impact
Multiple users are affected, preventing them from performing normal work functions
A regular business function is unavailable to part of a or organizational unit department
High Impact
A vital business function is unavailable to an entire department or company owned
organization
Major Incident
A vital business function is unavailable to all Vision
Media departments and company owned organizations
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?
A.
I. High Impact
II. Medium Impact
III. Not an incident, should be a Request for Change
IV. Major Incident
B.
I. High Impact
II. Low Impact
III. Not an incident, should be a Request for Change
IV. Major Incident
C.
I. Major Incident
II. Medium Impact
III. High Impact
IV. Major Incident
D.
I. High Impact
II. Low Impact
III. Medium Impact
IV. Major Incident
B
Scenario
Vision Media is an international media organization, operating various lines of business including:
Film Production
Television (production and delivery of their own channel in the United States VisionOne)
Print media (including newspapers in 15 countries)
Online Advertising
The organization has recently been restructured, and now is comprised of the following companies
and departments:
Vision Films (production of movies and television shows)
VisionOne (television channel)
VisionNews (coordinates all of the sub-companies involved in the delivery of printed
newspapers, as well as being the centralized source of news information for all company owned
media outlets)
VisionNet (managing the online and internet businesses)
Legal Services
Finance and Administration
Human Resources
Information Technology
The organization is also actively pursuing growth in the online market, and is currently holding
discussions with the leading online news provider about the possible acquisition of their company.
This would increase the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared Service Unit, providing IT Services to all of
sub-companies and departments, which complement some of the Internal Service Providers that
also exist. The director of Information Technology has realized the need to improve the quality of
services offered by implementing ITIL, and has decided to do so using a phased approach. Some of
the Service Design and Service Transition processes have already been implemented, and they are
now planning the implementation of Service Operation.
While the IT director does have tentative support from the other directors and CEO, budgets for
implementing the Service Operation processes have not been finalized, and still require a business
case to be formally submitted.
Refer to the exhibit.
The IT director is now considering the implementation of the Service Operation functions. However
there seems to be overlap between the goals and objectives for each of the functions, which is
causing some concern among staff involved in the project.
Which of the following responses BEST describes the objectives of the four Service Operation
functions?
A.
B.
C.
D.
A
Scenario
Vision Media is an international media organization, operating various lines of business including:
Film Production
Television (production and delivery of their own channel in the United States VisionOne)
Print media (including newspapers in 15 countries)
Online Advertising
The organization has recently been restructured, and now is comprised of the following companies
and departments:
Vision Films (production of movies and television shows)
VisionOne (television channel)
VisionNews (coordinates all of the sub-companies involved in the delivery of printed
newspapers, as well as being the centralized source of news information for all company owned
media outlets)
VisionNet (managing the online and internet businesses)
Legal Services
Finance and Administration
Human Resources
Information Technology
The organization is also actively pursuing growth in the online market, and is currently holding
discussions with the leading online news provider about the possible acquisition of their company.
This would increase the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared Service Unit, providing IT Services to all of
sub-companies and departments, which complement some of the Internal Service Providers that
also exist. The director of Information Technology has realized the need to improve the quality of
services offered by implementing ITIL, and has decided to do so using a phased approach. Some of
the Service Design and Service Transition processes have already been implemented, and they are
now planning the implementation of Service Operation.
While the IT director does have tentative support from the other directors and CEO, budgets for
implementing the Service Operation processes have not been finalized, and still require a business
case to be formally submitted.
Refer to the exhibit.
There is some confusion as to how the process of Access Management should be designed. In
particular, there is debate as to how the process should be integrated into the overall approach of IT
Service Management within Vision Media. The IT director has asked for submissions from some of
her staff, describing how they think Access Management should be designed.
Which of the following submissions describes the most appropriate way in which to design and
implement Access Management within Vision Media?
C
Scenario
Vision Media is an international media organization, operating various lines of business including:
Film Production
Television (production and delivery of their own channel in the United States VisionOne)
Print media (including newspapers in 15 countries)
Online Advertising
The organization has recently been restructured, and now is comprised of the following companies
and departments:
Vision Films (production of movies and television shows)
VisionOne (television channel)
VisionNews (coordinates all of the sub-companies involved in the delivery of printed
newspapers, as well as being the centralized source of news information for all company owned
media outlets)
VisionNet (managing the online and internet businesses)
Legal Services
Finance and Administration
Human Resources
Information Technology
The organization is also actively pursuing growth in the online market, and is currently holding
discussions with the leading online news provider about the possible acquisition of their company.
This would increase the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared Service Unit, providing IT Services to all of
sub-companies and departments, which complement some of the Internal Service Providers that
also exist. The director of Information Technology has realized the need to improve the quality of
services offered by implementing ITIL, and has decided to do so using a phased approach. Some of
the Service Design and Service Transition processes have already been implemented, and they are
now planning the implementation of Service Operation.
While the IT director does have tentative support from the other directors and CEO, budgets for
implementing the Service Operation processes have not been finalized, and still require a business
case to be formally submitted.
Refer to the exhibit.
The IT director is required to submit a business case to the board of directors of Vision Media for the
implementation of Service Operation. Which of the following responses is the BEST summary of the
benefits of implementing Service Operation (processes and functions), to be included in the business
case?
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:
Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)
Infrastructure Services (planning, installing and maintaining the PSTN and mobile network
infrastructure)
VericomTV (Pay TV)
Consumer Sales and Marketing (including 400 Vericom retail outlets)
Business and Government
Finance and Administration
Information Technology Services (Shared Service Unit, however some business units also
have their own internal service provider)
Human Resources
Vericom Wholesale (for wholesale of Vericom infrastructure services)
Due to the extensive scope of infrastructure deployed and large employee and customer base,
Vericom continues to rely on legacy systems for some critical IT services; however this is seen as a
barrier to future organizational growth and scalability of services offered. The CIO of Vericom has
also raised the concern that while improvements to the technology utilized is important, this also
needs to be supported by quality IT Service Management practices employed by the 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
Scenario
Vericom is a leading provider of government, business and consumer telecommunication services,
and is currently seeking ways in which to improve its utilization of IT services to drive growth across
its multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is
comprised of the following business units:
Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)
Infrastructure Services (planning, installing and maintaining the PSTN and mobile network
infrastructure)
VericomTV (Pay TV)
Consumer Sales and Marketing (including 400 Vericom retail outlets)
Business and Government
Finance and Administration
Information Technology Services (Shared Service Unit, however some business units also
have their own internal service provider)
Human Resources
Vericom Wholesale (for wholesale of Vericom infrastructure services)
Due to the extensive scope of infrastructure deployed and large employee and customer base,
Vericom continues to rely on legacy systems for some critical IT services; however this is seen as a
barrier to future organizational growth and scalability of services offered. The CIO of Vericom has
also raised the concern that while improvements to the technology utilized is important, this also
needs to be supported by quality IT Service Management practices employed by the 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
Scenario
Vericom is a leading provider of government, business and consumer telecommunication services,
and is currently seeking ways in which to improve its utilization of IT services to drive growth across
its multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is
comprised of the following business units:
Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)
Infrastructure Services (planning, installing and maintaining the PSTN and mobile network
infrastructure)
VericomTV (Pay TV)
Consumer Sales and Marketing (including 400 Vericom retail outlets)
Business and Government
Finance and Administration
Information Technology Services (Shared Service Unit, however some business units also
have their own internal service provider)
Human Resources
Vericom Wholesale (for wholesale of Vericom infrastructure services)
Due to the extensive scope of infrastructure deployed and large employee and customer base,
Vericom continues to rely on legacy systems for some critical IT services; however this is seen as a
barrier to future organizational growth and scalability of services offered. The CIO of Vericom has
also raised the concern that while improvements to the technology utilized is important, this also
needs to be supported by quality IT Service Management practices employed by the 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.
With Vericom being a large organization (approximately 40 000 staff), some of the business units
have developed their own internal IT departments to supplement the services provided by the
centralized Information Technology Services (ITS) department. This has occurred due to the
specialized needs and requirements for technology, specifically Verinet, VericomTV and Consumer
Sales and Marketing.
While the decision has been made that this organizational structure is to remain in place, there has
been identified issues relating to a lack of consistency in IT Service Management processes used by
the different departments and unclear boundaries for the responsibilities of the various IT Service
Desks. This has resulted in:
End users calling the wrong Service Desk, requiring the call to be redirected to the
appropriate group
Inconsistency in the categorization and classification of service requests, incidents and
problems, causing confusion and frustration when there are multiple IT departments involved
Known Errors being recorded internally within the various IT departments, which may in fact
have a wider impact on the whole organization when these are not visible to everyone
Inconsistency in the Service Management systems and tools used for handling service
requests, incidents, problems and Known Errors.
From the following responses, which BEST represents the approach you would take to overcome the
issues described above?
A