ITIL Practitioner v1.0 (ITIL Practitioner)

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Total 43 questions

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 planning an assessment to verify that the improvements have been achieved in the first iteration of the project.
Which are the BEST two outputs of the assessment?

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


Answer : B

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.
As part of the project an additional objective is to improve the reporting about the senior executive service.
Which is the BEST combination of report content and target stakeholder?

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


Answer : D

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.
Some KPIs have been defined to assess the "˜did we get there?"™ step of the CSI approach. Two of these are:

Are these KPIs SMART?

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


Answer : C

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.
It has been decided that the cost of improvements to senior executive services must be controlled.
During which two activities is it MOST important to measure average cost per incident?

  • A. 1 and 2.
  • B. 2 and 3.
  • C. 3 and 4.
  • D. 1 and 4.


Answer : A

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.
KPIs have been defined to measure the success of the improvement initiative. They will be measured quarterly.
Which KPI is the MOST appropriate?

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


Answer : A

Which is an example of using the communication principle "˜timing and frequency matter"™?

  • A. Repeating a training video in a variety of languages because there are staff in different countries.
  • B. Creating a multi-media briefing to update all staff on major changes to organizational structure.
  • C. Repeating a presentation to allow for the hours of work in a global organization.
  • D. Creating a targeted bulletin that allows different staff groups to feedback on improvement opportunities.


Answer : D

Which is the BEST example of the communication principle "˜communication is a two-way process"™?

  • A. Passing on key messages from a briefing to a colleague who was unable to attend.
  • B. Setting a calendar appointment for a team member"™s performance appraisal.
  • C. Sending a meeting agenda to all attendees before every meeting.
  • D. Capturing issues raised by attendees at the end of a company briefing.


Answer : D

Why is a meeting notes template used?

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


Answer : A

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.
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in Japan and Australia.
DriveYou.com senior management has decided they want a business case produced for the proposed new platform for managing test data.
What three pieces of information are MOST important to include in the business case?

  • A. 1, 2 and 5.
  • B. 1, 3 and 6.
  • C. 2, 4 and 6.
  • D. 3, 4 and 5.


Answer : C

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.
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in Japan and Australia.
After the business case is approved and a project is initiated, the project manager needs to create a stakeholder communication plan to implement the change.
Here is an extract from the plan:

What communications approach is the BEST option to enter into the missing field, and why?

  • A. Communications Approach: Critical Why: They are accountable for the project budget to build and support the new solution
  • B. Communications Approach: Significant Why: The data being shared on the new platform is critical to the technical team role
  • C. Communications Approach: Critical Why: Technical teams are the only people with the necessary skills to manage the new platform
  • D. Communications Approach: Significant Why: Continued support is required for the planning process and then support of the solution.


Answer : D

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.
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in Japan and Australia.
The DriveYou.com project manager needs to establish an effective channel of communication with CruiseAlong Cars"™ new research facilities. There is already a plan for communicating with other stakeholders.
Which is the BEST approach?

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


Answer : C

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.
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in Japan and Australia.
The DriveYou.com project manager has set up an initial teleconference for the project, which will include the new research teams from CruiseAlong Cars.
How could the project manager ensure that "˜verbal handshaking"™ is addressed?

  • A. By ensuring that action points and next steps are clarified and agreed during the session.
  • B. By organizing face-to-face meetings in advance to build rapport and personal contact.
  • C. By requesting that all parties listen closely to discussions and do not speak over each other.
  • D. By creating a digital recording to ensure that all the discussions are captured and can be reviewed.


Answer : A

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.
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in Japan and Australia.
?"™ requires that messages to all stakeholders are kept simple.
?"™ requires co-ordination from a diverse range of stakeholders. "™ will need regular reinforcement to ensure the execution of the project is a success.
D. "˜There is no single correct method of communication"™ because "˜where do we want to be?"™ is different for every stakeholder.



Answer : B

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.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is limited understanding of the structure and value of services in the organization. Many of the individual departments and faculties are resistant to the CIO"™s vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to address many of the challenges, in order to support collaboration and help to define global services. Some business analysts are going to be transferred to these new positions.
What is the BEST way to define the role of the BRM at the university?

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


Answer : C

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.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is limited understanding of the structure and value of services in the organization. Many of the individual departments and faculties are resistant to the CIO"™s vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to address many of the challenges, in order to support collaboration and help to define global services. Some business analysts are going to be transferred to these new positions.
The newly appointed BRMs are starting to define services and want to ensure that value, outcomes, costs and risks are included in every service definition.
Which definition is the MOST complete?

  • A. Grant application service: ? increases the number of successful grant applications by helping researchers to write effective grant proposals. ? reduces cost of support staff needed ? increases reliability of grant submissions.
  • B. User device access service: ? provides connectivity for phones, laptops and tablets. ? includes service desk support and software deployment. ? supports cost-effective remote access to central services for people working from home.
  • C. Exam administration service: ? increases productivity of administrative staff by reducing downtime of exam marking and grade tracking. ? reduces cost of managing exams. ? provides centralized storage of exam materials in the cloud.
  • D. Centralized email service: ? reduces overall costs for the university IT department by enabling retirement of many smaller email services. ? provides connectivity to central cloud email service. ? supports calendar and shared distribution lists


Answer : D

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Total 43 questions