ITIL Service Capability Operational Support and Analysis Exam v3.0

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Which of the following is NOT an objective of Service Operation?

  • A. Thorough testing, to ensure that services are designed to meet business needs
  • B. To deliver and support IT Services
  • C. To manage the technology used to deliver services
  • D. To monitor the performance of technology and processes


Answer : A

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, responses completed during the past 12 months show an increase in customers who were unsatisfied with call waiting times when contacting the service desk for help with online orders and requests 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 a basic understanding of the business processes and objectives. However, staff are not well informed of upcoming releases of new or changed services and not given adequate information to relay to the cu

  • A. % of calls resolved by Service Desk Average time to identify incident Average time to escalate incident % of user updates conducted within target times Customer feedback Average Service Desk cost of handling incident
  • B. % of calls resolved by Service Desk Averagetime to resolve incident Averagetime to escalate incident % of customer updates conducted within target times Customerfeedback AverageService Desk cost of handling incident
  • C. o % of calls answered by Service Desk Averagetime to escalate incident % of customer updates conducted within Service Deskhours Customerfeedback Averagecost of handling incident
  • D. % of calls answered by Service Desk Averagetime to resolve problems Averagetime to escalate problem % of customer updates conducted within Service Desktimes Customerfeedback Averagecost of handling problem


Answer : B

The success of Service Operation phase is based on some importantCritical Success
Factors. From the options below, which would bethe most important for Service Operation?

  • A. Management support for using phase Business support to ensure users use Service Desk as little aspossible Champions to drive process usage Staffing and retention of Service Desk Service management usage Suitable tools especially Incident Management Measurement and reporting of capacity
  • B. Management support for setting up phase Business support to ensure users call Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools Measurement and reporting of usage
  • C. Management support for setting up SD Business support to ensure users call Service Desk Champions to lead Service Support Staffing and retention of Service Desk Service management understanding Suitable tools especially Service Desk Measurement and reporting
  • D. Management support for setting up phase Business support to ensure users use Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools especially Service Desk Measurement and reporting


Answer : D

Which ITIL process ensures that the IT Services are restored as soonas possible in the case of a malfunction?

  • A. Change Management
  • B. Incident Management
  • C. Problem Management
  • D. Service Level Management


Answer : B

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 satellite services)
-> Infrastructure Services (planning, installing and maintaining the 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 internal service 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 as abarrier 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.
With Vericom being a large organization (approximately 40 000 staff),some of the business units have developed their own internal ITdepartments to supplement the services provided by the centralizedInformation Technology Services (ITS) department. This has occurreddue to the specialized needs and requirements for technology,specifically Verinet, VericomTV and Consumer Sales and Ma

  • A. You realize a coordinated approach is the best method,including: The development of the ITS Service Desk to be the singlepoint of contact for ALL end user (internal) queries. This willbe performed over a 6 month period, to take account for anytraining and transfer of knowledge that needs to occur. ThisService Desk will then escalate to the appropriate second linegroup (from any of the IT departments) as required. Develop consistency across all departments for categoriesand priority coding system
  • B. You realize a phased approach is the best method, includingfour phases: Phase 1 Build or purchase a service management tool thatwill be used by all IT departments for managing incidents,problems and service requests Phase 2 Standardize the use of ITIL processes used by theITS department across all IT departments at Vericom Phase 3 Deliver training and awareness sessions for staffregarding the importance of the processes and how theyshould be used. Phase 4 Review the success of the project an
  • C. You realize a coordinated approach is the best method,including: Developing a telephone system that will route calls to theappropriate Service Desk based on the users input. Thisshould also provide the capability for a Service Desk analystto call them back during peak periods. Develop consistency in all the categories assigned to servicerequests, incidents and problems across all IT departments. Build or purchase a service management tool that will be usedby all IT departments for managing incid
  • D. You realize that improving the business awareness of IT ismost important, and address the issues by: Identifying the training requirements of end users to improvetheir use of IT service Implement an online Service Catalogue for all IT Services,with self-help capabilities to log and track incidents, problemsand service requests Assist Service Level Management in improving the visibility ofthe IT organization in general, and identify areas of customersatisfaction that need improving Build or purch


Answer : A

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

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

  • 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

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

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?

  • 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

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

  • 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

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

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

  • 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

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

  • 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

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

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.

  • 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

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Exam contains 29 questions
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