ITIL ITILSC-OSA - ITIL Service Capability Operational Support and Analysis Exam Exam
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Total 26 questions
Question #11 (Topic: )
Which of the following is NOT an example of a Service Request?
A. A user calls the Service Desk to order a toner cartridge
B. A user calls the Service Desk because they would like to change the functionality of an application.
C. A Manager submits a request for a new employee to be given access to an application
D. A user logs onto an internal web site to download a licensed copy of software from a list of approved options
Answer: B
Question #12 (Topic: )
Scenario
Vericom is a leading provider of government, business and consumertelecommunication
services, and is currently seeking ways in which toimprove its utilization of IT services to
drive growth across its multiplelines of business. One of the largest organizations in the
UnitedKingdom, Vericom is comprised of the following business units:
? Verinet (providing ADSL, cable, 3GSM, dialup and satelliteservices)
? Infrastructure Services (planning, installing and maintainingthe PSTN and mobile
network infrastructure)
? VericomTV (Pay TV)
? Consumer Sales and Marketing (including 400 Vericom retailoutlets)
? Business and Government
? Finance and Administration
? Information Technology Services (Shared Service Unit,however some business
units also have their own internalservice provider)
? Human Resources
? Vericom Wholesale (for wholesale of Vericom infrastructureservices)
Due to the extensive scope of infrastructure deployed and largeemployee and customer
base, Vericom continues to rely on legacysystems for some critical IT services; however
this is seen asabarrier to future organizational growth and scalability of servicesoffered.
The CIO of Vericom has also raised the concern that whileimprovements to the technology
utilized is important, this also needsto be supported by quality IT Service Management
practicesemployed by the various IT departments.
The project of improving the IT Service Management practicesemployed by Vericom has
been outsourced to external consultantswho are aware of the major IT refresh that is going
to be occurringover the next 24 months.
Refer to the scenario.
As part of the major refresh of IT systems, it has been agreed that theexisting ITIL
processes of Incident and Problem Management are notperforming adequately. Recent
surveys indicate that:
? A high percentage of incidents are being escalated tosecond linesupport staff
? There is inconsistency in the knowledge captured fordiagnosing and resolving
incidents and problems
? Problem Manage
Vericom is a leading provider of government, business and consumertelecommunication
services, and is currently seeking ways in which toimprove its utilization of IT services to
drive growth across its multiplelines of business. One of the largest organizations in the
UnitedKingdom, Vericom is comprised of the following business units:
? Verinet (providing ADSL, cable, 3GSM, dialup and satelliteservices)
? Infrastructure Services (planning, installing and maintainingthe PSTN and mobile
network infrastructure)
? VericomTV (Pay TV)
? Consumer Sales and Marketing (including 400 Vericom retailoutlets)
? Business and Government
? Finance and Administration
? Information Technology Services (Shared Service Unit,however some business
units also have their own internalservice provider)
? Human Resources
? Vericom Wholesale (for wholesale of Vericom infrastructureservices)
Due to the extensive scope of infrastructure deployed and largeemployee and customer
base, Vericom continues to rely on legacysystems for some critical IT services; however
this is seen asabarrier to future organizational growth and scalability of servicesoffered.
The CIO of Vericom has also raised the concern that whileimprovements to the technology
utilized is important, this also needsto be supported by quality IT Service Management
practicesemployed by the various IT departments.
The project of improving the IT Service Management practicesemployed by Vericom has
been outsourced to external consultantswho are aware of the major IT refresh that is going
to be occurringover the next 24 months.
Refer to the scenario.
As part of the major refresh of IT systems, it has been agreed that theexisting ITIL
processes of Incident and Problem Management are notperforming adequately. Recent
surveys indicate that:
? A high percentage of incidents are being escalated tosecond linesupport staff
? There is inconsistency in the knowledge captured fordiagnosing and resolving
incidents and problems
? Problem Manage
A. You understand the need to review current practices, soyou compare current practices against those described inthe ITIL volume of Service Operation. You perform a gapanalysis, and realize most of the issues relate toinadequate knowledge capture and sharing. You focus onimproving this by: Reviewing the tools and systems used, and develop abusiness case for acquiring new Knowledge ManagementSoftware to be used by the IT division. Creating rules for the escalation of incident and problemsso that hi
B. You communicate the need to review the situation, invitingvarious stakeholders from the IT departments and otherbusiness units to discuss the issues at hand. Your mainconcern is the lack of communication between various ITgroups, so to improve this you focus on: Improving the Release Policy to be adhered to by thevarious Release & Deployment teams, stating thedocumentation and knowledge transfer requirements forthe different types of releases performed. Developing guidelines, procedures and asso
C. You understand the need for compliance to the definedprocesses, as currently many staff do not follow prescribedguidelines and procedures. Your efforts focus on improvingcompliance to the Incident and Problem Managementprocesses by: Auditing the processes, seeking where exceptions todefined procedures occur Running awareness sessions to communicate the valueand importance of the processes in place Modifying existing systems and tools so that improvecompliance to existing processes Evaluating whi
D. You communicate the need to understand more about thecurrent issues, so you invite the Service Desk, Incident,Problem and Release & Deployment managers to a meetingto review the situation. Your main concern is the lack ofdocumentation and knowledge being recorded by various ITgroups, so to improve this you focus on: Defining the requirements for knowledge capture andtransfer (including Known Errors) so that allcommunication is improved Improving the tools and systems used for by the variousgroup
Answer: B
Question #13 (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.
Sally Robbins, who had previously managed the IT departmentsService Desk, has now
been assigned the role of Incident Manager
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.
Sally Robbins, who had previously managed the IT departmentsService Desk, has now
been assigned the role of Incident Manager
A.
B. High Impact II. Medium Impact III. Not an incident, should be a Request for Change IV. Major Incident
C.
D. High Impact II. Low Impact III. Not an incident, should be a Request for Change IV. Major Incident
E.
F. Major Incident II. Medium Impact III. High Impact IV. Major Incident
G.
H. High Impact II. Low Impact III. Medium Impact IV. Major Incident
Answer: B
Question #14 (Topic: )
Technical Management is NOT responsible for?
A. Maintenance of the technical Infrastructure
B. Documenting and maintaining the technical skills required to manage and support the IT Infrastructure
C. Defining the Operational Level Agreements for the various technical teams
D. Diagnosis of, and recovery from, technical failures
Answer: C
Question #15 (Topic: )
Scenario
Brewsters is a toy factory that has been in business for 30 years.The company started with
a small family run shop and has grownconsistently over the years. They are now supplying
toy storesnationwide and are considered to be the primary supplier of childrenscollectable
novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) butefficient. They have
recently employed an IT Manager in an attemptto improve the management of the
infrastructure, as well as moreeffective use of resources and identification of areas for
improvement.
The Brewsters management teams do not have a lot of ITknowledge. The newly appointed
IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is
appropriatethere are currently no formal processes in place. On starting with thecompany
the IT Manager completed an internal assessment of the ITinfrastructure including staff
skills analysis, and collated the resultsfrom customer satisfaction surveys completed over
the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
? Overall a consistent satisfaction level. However, responsescompleted during the
past 12 months show an increase incustomers who were unsatisfied with call
waiting times whencontacting the service desk for help with online orders
andrequests for information.
? Customers added the following additional comments:
? “Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress
? “Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests
Results from Staff Skills Analysis:
? Staff, in general, have a good knowledge of IT systems and abasic understanding
of the business processes andobjectives. However, staff are not well informed of
upcomingreleases of new or changed services and not given adequateinformation
to relay to the customers.
Brewsters is a toy factory that has been in business for 30 years.The company started with
a small family run shop and has grownconsistently over the years. They are now supplying
toy storesnationwide and are considered to be the primary supplier of childrenscollectable
novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) butefficient. They have
recently employed an IT Manager in an attemptto improve the management of the
infrastructure, as well as moreeffective use of resources and identification of areas for
improvement.
The Brewsters management teams do not have a lot of ITknowledge. The newly appointed
IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is
appropriatethere are currently no formal processes in place. On starting with thecompany
the IT Manager completed an internal assessment of the ITinfrastructure including staff
skills analysis, and collated the resultsfrom customer satisfaction surveys completed over
the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
? Overall a consistent satisfaction level. However, responsescompleted during the
past 12 months show an increase incustomers who were unsatisfied with call
waiting times whencontacting the service desk for help with online orders
andrequests for information.
? Customers added the following additional comments:
? “Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress
? “Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests
Results from Staff Skills Analysis:
? Staff, in general, have a good knowledge of IT systems and abasic understanding
of the business processes andobjectives. However, staff are not well informed of
upcomingreleases of new or changed services and not given adequateinformation
to relay to the customers.
A. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment. As this will enable formal management and coordination of the Service Desk, and ensure that Incidents and Service Requests are dealt with accordingly, enabling separate logging and monitoring and faster call response times Send a formal memo to all customers, introducing yourself and your new role, thanking them for their valuable feedback and addressing the issues raised in
B. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment. As this will enable formal management and coordination of the Service Desk, and ensure that Incidents and Service Requests are dealt with accordingly, enabling separate logging and monitoring and faster call response times. In addition, you will ensure that the new Incident Manager will ensure the Service Desk is the single point of contact, as a first priority. This needs to
C. The results of this initial assessment are better than you had expected, you do not see any need to change things yet. You are not concerned with the additional comments as the general feedback is that customers are satisfied with the end to end service and that a 100% satisfaction is unrealistic. You will suggest to the Business that more staff is required for the Service Desk to ensure that call waiting times are reduced and that a more detailed and selective criteria is used as part of the se
D. The results of this initial assessment are better than you had expected, you do not see any need to change things yet. You will suggest to the Business that it will be beneficial to complete another initial assessment in one year, after the next Customer Satisfaction Survey is completed, to compare the satisfaction levels and, if required, identify areas for improvement at that stage.
Answer: B
