ITIL ITILSC-OSA - ITIL Service Capability Operational Support and Analysis Exam Exam
Page: 2 / 6
Total 26 questions
Question #6 (Topic: )
What is the difference between a Known Error and a Problem?
A. The underlying cause of a Known Error is known. The underlying cause of a Problem is not known
B. A Known Error involves an error in the IT infrastructure, A
C. Problem does not involve such an error.
D. A Known Error always originates from an Incident. This is not always the case with a Problem
E. With a Problem, the relevant Configuration Items have been identified. This is not the case with a Known Error.
Answer: A
Question #7 (Topic: )
Scenario
Vision Media is an international media organization, operating variouslines of business
including:
? Film Production
? Television (production and delivery of their own channel in theUnited States
VisionOne)
? Print media (including newspapers in 15 countries)
? Online Advertising
The organization has recently been restructured, and now iscomprised 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 inthe delivery of
printed newspapers, as well as being thecentralized source of news information for
all company ownedmedia 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 newsprovider about the possible acquisition of
their company. This wouldincrease the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared ServiceUnit, providing IT
Services to all of sub-companies and departments,which complement some of the Internal
Service Providers that alsoexist. The director of Information Technology has realized the
need toimprove the quality of services offered by implementing ITIL, and hasdecided to do
so using a phased approach. Some of the ServiceDesign and Service Transition processes
have already beenimplemented, and they are now planning the implementation ofService
Operation.
While the IT director does have tentative support from the otherdirectors and CEO, budgets
for implementing the Service Operationprocesses have not been finalized, and still require
a business caseto be formally submitted.
Refer to the exhibit.
The IT director is required to submit a business case to the board ofdirectors of Vision
Media for the implementation of Service
Vision Media is an international media organization, operating variouslines of business
including:
? Film Production
? Television (production and delivery of their own channel in theUnited States
VisionOne)
? Print media (including newspapers in 15 countries)
? Online Advertising
The organization has recently been restructured, and now iscomprised 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 inthe delivery of
printed newspapers, as well as being thecentralized source of news information for
all company ownedmedia 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 newsprovider about the possible acquisition of
their company. This wouldincrease the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared ServiceUnit, providing IT
Services to all of sub-companies and departments,which complement some of the Internal
Service Providers that alsoexist. The director of Information Technology has realized the
need toimprove the quality of services offered by implementing ITIL, and hasdecided to do
so using a phased approach. Some of the ServiceDesign and Service Transition processes
have already beenimplemented, and they are now planning the implementation ofService
Operation.
While the IT director does have tentative support from the otherdirectors and CEO, budgets
for implementing the Service Operationprocesses have not been finalized, and still require
a business caseto be formally submitted.
Refer to the exhibit.
The IT director is required to submit a business case to the board ofdirectors of Vision
Media for the implementation of Service
A. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is a vitalelement necessary to enable service quality and reduce theoverall expenditure on IT. This is because Service Operation isultimately where the designs and optimizations introduced by ITare supported, and from an IT perspective where the actual valueof IT Service Management is seen. Specific benefits delivered asa result of improved Service Operation includes: Increased effect
B. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is avital element necessary to further improve service quality, andto realize the value of the previous projects already completed(refer Service Design and Service Transition projects). This isbecause Service Operation is ultimately where the designsand optimizations introduced by IT are executed andmeasured, and from a businessviewpoint where the actualvalue of IT is seen. Specific b
C. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is a vitalelement necessary to enable service quality and reduce theoverall expenditure on IT. This is because Service Operation isultimately where the designs and optimizations introduced by ITare deployed, and from a business perspective where the actualvalue of IT Service Management is seen. Specific benefitsdelivered as a result of improved Service Operation includes: Fewer disrup
D. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is a vitalelement necessary to achieve service quality and support theobjectives defined for the IT department. This is because ServiceOperation is ultimately where the designs and optimizationsintroduced by IT are supported, and from a business viewpointwhere the actual value of IT is seen. Specific benefits deliveredas a result of improved Service Operation includes: Increased effec
Answer: B
Question #8 (Topic: )
Operations Control refers to?
A. The managers of the Event and Access Management Processes
B. Overseeing the monitoring and escalating of IT operational events and activities
C. The tools used to monitor the status of the IT Network
D. The situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available
Answer: B
Question #9 (Topic: )
Scenario
You are the CIO of a large stockbroking firm, based in Hong Kong.Recently this company
has acquired two other major firms in Londonand New York. Total Company staff now
exceeds 800 people. EachFirm currently has their own Service Desk.
? Hong Kong has 10 SD staff to 400 employees, with 6 2nd levelsupport staff
? London has 3 SD staff to 140 employees with 3 2nd levelsupport staff
? New York has 5 SD staff to 250 employees with 5 2nd levelsupport staff
With this new merger comes new support issues. Complaints arecoming in to say that
there si an imbalance with ratio of IT supportstaff to users, Service Desks in London and
New York are havingtrouble knowing and supporting new systems which has resulted
inusers calling Hong Kong Service Desk. This has resulted in higherresolution times and an
inability to get through to the service deskThe Business is not happy with the current
situation.
Refer to the scenario.
As CIO, you decide to reorganize the Service Desk structure as ameans to address the
levels of service. You decide to use a followthe sun Service Desk. Which of the following
descriptions to youpresent to the Business as your solution?
You are the CIO of a large stockbroking firm, based in Hong Kong.Recently this company
has acquired two other major firms in Londonand New York. Total Company staff now
exceeds 800 people. EachFirm currently has their own Service Desk.
? Hong Kong has 10 SD staff to 400 employees, with 6 2nd levelsupport staff
? London has 3 SD staff to 140 employees with 3 2nd levelsupport staff
? New York has 5 SD staff to 250 employees with 5 2nd levelsupport staff
With this new merger comes new support issues. Complaints arecoming in to say that
there si an imbalance with ratio of IT supportstaff to users, Service Desks in London and
New York are havingtrouble knowing and supporting new systems which has resulted
inusers calling Hong Kong Service Desk. This has resulted in higherresolution times and an
inability to get through to the service deskThe Business is not happy with the current
situation.
Refer to the scenario.
As CIO, you decide to reorganize the Service Desk structure as ameans to address the
levels of service. You decide to use a followthe sun Service Desk. Which of the following
descriptions to youpresent to the Business as your solution?
A. By implementing a follow the sun SD, you use current data todetermine minimum staffing requirements in each location tosupport its own location and the expected support levels inother locations. You then ensure that SD staff are trained onall current services. You appoint 2 Super Users per ServiceDesk to act as a buffer and to assist the users. You set up SDschedule based on usage and work hours.
B. By implementing a follow the sun SD, you use current data todetermine minimum staffing requirements in each location tosupport its own location and the expected support levels inother locations. You then ensure that all SD staff are trainedon all current services and able to provide an average of 60%1st line support as a target you appoint 2 Super Users perlocation to act as a buffer and to assist the users. You set upSD schedule based on usage and work hours
C. By implementing a follow the sun SD, you will start byinvestigating if the current infrastructure is capable ofsupporting a global service desk, including use of VOIPtechnology (this is possible). You use current data todetermine minimum staffing requirements in each location tosupport its own location and the expected support levels inother locations. You decide to use English as the mainlanguage for all support. You then ensure that all SD staff aretrained on all current services and able to p
D. By implementing a follow the sun SD, location. You decide tokeep local languages for SD. You use current data todetermine minimum staffing requirements in each location tosupport its own location. You then ensure that all SD staff aretrained on local services and able to provide an average of60% 1st line support as a target.You appoint 2 Super ServiceDesk Operators per location to act as a buffer and to assistthe users.
Answer: C
Question #10 (Topic: )
Scenario
Vision Media is an international media organization, operating variouslines 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 iscomprised 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 newsprovider about the possible acquisition of
their company. This wouldincrease the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared ServiceUnit, providing IT
Services to all of sub-companies and departments,which complement some of the Internal
Service Providers that alsoexist. The director of Information Technology has realized the
need toimprove the quality of services offered by implementing ITIL, and hasdecided to do
so using a phased approach. Some of the ServiceDesign and Service Transition processes
have already beenimplemented, and they are now planning the implementation ofService
Operation.
While the IT director does have tentative support from the otherdirectors and CEO, budgets
for implementing the Service Operationprocesses have not been finalized, and still require
a business caseto be formally submitted.
Refer to the exhibit.
There is some confusion as to how the process of AccessManagement should be
designed. In particular, there is debate as toho
Vision Media is an international media organization, operating variouslines 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 iscomprised 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 newsprovider about the possible acquisition of
their company. This wouldincrease the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared ServiceUnit, providing IT
Services to all of sub-companies and departments,which complement some of the Internal
Service Providers that alsoexist. The director of Information Technology has realized the
need toimprove the quality of services offered by implementing ITIL, and hasdecided to do
so using a phased approach. Some of the ServiceDesign and Service Transition processes
have already beenimplemented, and they are now planning the implementation ofService
Operation.
While the IT director does have tentative support from the otherdirectors and CEO, budgets
for implementing the Service Operationprocesses have not been finalized, and still require
a business caseto be formally submitted.
Refer to the exhibit.
There is some confusion as to how the process of AccessManagement should be
designed. In particular, there is debate as toho
A. The design of a quality Access Management process will need toconsider the current state of IT Service Management that exists withinthe IT department, as well as the organizational requirements ofVision Media in general. This will require interfaces to be createdwith: Information Security Management: Which is responsible forthe development and renewal of security policies, guidelinesand procedures, which are then executed by AccessManagement Service Level Management: Which is responsible definin
B. The design of an efficient Access Management process will need toaccount for the existing IT Service Management processes alreadyimplemented within the IT department, as well as the HumanResource requirements of Vision Media in general. This will requireinterfaces to be created with: Information Security Management: Which is responsible forthe development and renewal of security policies, guidelinesand procedures, which are then executed by AccessManagement Capacity Management: Which is responsi
C. It is important that the implementation of Access Managementconsiders a number of key interfaces with existing IT ServiceManagement processes, as well as other business processes, toensure success and satisfaction of its defined objectives. Thisincludes: Information Security Management: Which is responsible forthe development and renewal of security policies, guidelinesand procedures, which are then executed by AccessManagement Availability Management: Which is responsible for the designof secur
D. Access Management will need to be implemented in isolation fromexisting IT Service Management processes already in place at VisionMedia so that its integrity can be ensured. The only exception to thisis Information Security Management, which is responsible for thedevelopment and renewal of security policies, guidelines andprocedures. Access Management uses these as formal inputs, whichare then executed accordingly.
Answer: C
