PeopleCert ITILSC-OSA Quiz 1 Topic 9 Questions 1-5

Question: 1

Which of the following BEST describes the purpose of Event Management?

ATo detect events, make sense of them and determine the appropriate control action

BTo monitor interactions and exceptions within the infrastructure

CTo monitor and control the activities of technical staff

DTo detect and escalate exceptions to normal service operation

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Question: 2

What is the best definition of an Incident Model?

AA type of incident involving an authorized Configuration Item (CI)

BThe template used by Service Desk analysts to record incidents

CA set of pre-defined steps to be followed when dealing with a known type of incident

DAn Incident that is easy is solved at first contact

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Question: 3

Scenario

Vericom is a leading provider of government, business and consumer telecommunication services, and is currently seeking ways in which to improve its utilization of IT services to drive growth across its' multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is comprised of the following business units:

Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)

Infrastructure Services (planning, installing and maintaining the PSTN and mobile network infrastructure)

VericomTV (Pay TV)

Consumer Sales and Marketing (including 400 Vericom retail outlets)

Business and Government

Finance and Administration

Information Technology Services (Shared Service Unit, however some business units also have their own internal service provider)

Human Resources

Vericom Wholesale (for wholesale of Vericom infrastructure services)

Due to the extensive scope of infrastructure deployed and large employee and customer base, Vericom continues to rely on legacy systems for some critical IT services; however this is seen as a barrier to future organizational growth and scalability of services offered. The CIO of Vericom has also raised the concern that while improvements to the technology utilized is important, this also needs to be supported by quality IT Service Management practices employed by the various IT departments.

The project of improving the IT Service Management practices employed by Vericom has been outsourced to external consultants who are aware of the major IT refresh that is going to be occurring over the next 24 months.

Refer to the scenario.

With Vericom being a large organization (approximately 40 000 staff), some of the business units have developed their own internal IT departments to supplement the services provided by the centralized Information Technology Services (ITS) department. This has occurred due to the specialized needs and requirements for technology, specifically Verinet, VericomTV and Consumer Sales and Marketing.

While the decision has been made that this organizational structure is to remain in place, there has been identified issues relating to a lack of consistency in IT Service Management processes used by the different departments and unclear boundaries for the responsibilities of the various IT Service Desks. This has resulted in:

End users calling the wrong Service Desk, requiring the call to be redirected to the appropriate group

Inconsistency in the categorization and classification of service requests, incidents and problems, causing confusion and frustration when there are multiple IT departments involved

Known Errors being recorded internally within the various IT departments, which may in fact have a wider impact on the whole organization when these are not visible to everyone

Inconsistency in the Service Management systems and tools used for handling service requests, incidents, problems and Known Errors.

From the following responses, which BEST represents the approach you would take to overcome the issues described above?

AYou realize a coordinated approach is the best method, including:
The development of the ITS Service Desk to be the single point of contact for ALL end user (internal) queries. This will be performed over a 6 month period, to take account for any training and transfer of knowledge that needs to occur. This Service Desk will then escalate to the appropriate second line group (from any of the IT departments) as required.
Develop consistency across all departments for categories and priority coding systems used for all service requests, incidents and problems.
Build or purchase a consistent service management tool that will be used by all IT departments for managing incidents, problems, Known Errors and service requests.
Holding regular review sessions involving staff from each of the IT departments to discuss current issues, recurring and potential problems future initiatives.

BYou realize a phased approach is the best method, including four phases:
Phase 1 -- Build or purchase a service management tool that will be used by all IT departments for managing incidents, problems and service requests
Phase 2 -- Standardize the use of ITIL processes used by the ITS department across all IT departments at Vericom
Phase 3 -- Deliver training and awareness sessions for staff regarding the importance of the processes and how they should be used.
Phase 4 -- Review the success of the project and pass any lessons learnt onto future projects

CYou realize a coordinated approach is the best method, including:
Developing a telephone system that will route calls to the appropriate Service Desk based on the user's input. This should also provide the capability for a Service Desk analyst to call them back during peak periods.
Develop consistency in all the categories assigned to service requests, incidents and problems across all IT departments.
Build or purchase a service management tool that will be used by all IT departments for managing incidents, problems, Known Errors and service requests
Hold regular review sessions involving key staff from each of the IT departments to discuss current issues and potential problems.

DYou realize that improving the business awareness of IT is most important, and address the issues by:
Identifying the training requirements of end users to improve their use of IT service
Implement an online Service Catalogue for all IT Services, with self-help capabilities to log and track incidents, problems and service requests
Assist Service Level Management in improving the visibility of the IT organization in general, and identify areas of customer satisfaction that need improving
Build or purchase a service management tool that will be used by all IT departments and end users for managing incidents, problems, Known Errors and service requests

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Question: 4

Scenario

You are the CIO of a large stock broking firm, based in Hong Kong. Recently this company has acquired two other major firms in London and New York. Total Company staff now exceeds 800 people. Each Firm currently has their own Service Desk.

Hong Kong has 10 SD staff to 400 employees, with 6 2nd level support staff

London has 3 SD staff to 140 employees with 3 2nd level support staff

New York has 5 SD staff to 250 employees with 5 2nd level support staff

With this new merger comes new support issues. Complaints are coming in to say that there si an imbalance with ratio of IT support staff to users, Service Desks in London and New York are having trouble knowing and supporting new systems which has resulted in users calling Hong Kong Service Desk. This has resulted in higher resolution times and an inability to get through to the service desk The Business is not happy with the current situation.

Refer to the scenario.

A)

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B)

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C)

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D)

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AOption A

BOption B

COption C

DOption D

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Question: 5

Scenario

Vision Media is an international media organization, operating various lines of business including:

Film Production

Television (production and delivery of their own channel in the United States VisionOne)

Print media (including newspapers in 15 countries)

Online Advertising

The organization has recently been restructured, and now is comprised of the following companies and departments:

Vision Films (production of movies and television shows)

VisionOne (television channel)

VisionNews (coordinates all of the sub-companies involved in the delivery of printed newspapers, as well as being the centralized source of news information for all company owned media outlets)

VisionNet (managing the online and internet businesses)

Legal Services

Finance and Administration

Human Resources

Information Technology

The organization is also actively pursuing growth in the online market, and is currently holding discussions with the leading online news provider about the possible acquisition of their company. This would increase the overall size of Vision Media by around 15%.

The Information Technology department acts as a Shared Service Unit, providing IT Services to all of sub-companies and departments, which complement some of the Internal Service Providers that also exist. The director of Information Technology has realized the need to improve the quality of services offered by implementing ITIL, and has decided to do so using a phased approach. Some of the Service Design and Service Transition processes have already been implemented, and they are now planning the implementation of Service Operation.

While the IT director does have tentative support from the other directors and CEO, budgets for implementing the Service Operation processes have not been finalized, and still require a business case to be formally submitted.

Refer to the exhibit.

Sally Robbins, who had previously managed the IT department's Service Desk, has now been assigned the role of Incident Manager. To assist in the implementation of the process, Sally has conducted a number of meetings with IT staff, customers, external suppliers and other relevant stakeholders to identify their requirements. Based on these discussions, Sally has created following impact definitions, which will be used in conjunction to the given urgency to determine the appropriate timescales and effort applied for response and resolution to recorded incidents.

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Impact Definition:

Low Impact

Affects a single user, preventing them from performing normal work functions

A single, non-critical device or peripheral is unavailable

Medium Impact

Multiple users are affected, preventing them from performing normal work functions

A regular business function is unavailable to part of a or organizational unit department

High Impact

A vital business function is unavailable to an entire department or company owned organization

Major Incident

A vital business function is unavailable to all Vision

Media departments and company owned organizations

Example Incidents:

IThe IT manager of Vision Films detects that their dedicated Virtual Private Network linking them to Vision Media's corporate IT systems has failed. This has prevented users from accessing or modifying any file, document or system maintained by the centralized IT department of Vision Media.
II. The vice-president of the Finance and Administration department reports that her laptop keeps rebooting. She has an important report to complete for the Chief Executive Officer.
III. The president of Vision TV is unable to stream high-definition video from a regional office. He requires the regional office's WAN connection to be upgraded to a 14.4 M/bit wireless mobile network.
IV. A IT staff member is alerted to the failure of systems provided by Human Resources to all other departments and sub companies to manage payments and leave for Vision Media employees (and those employed by organizations fully owned by Vision Media)
Which of the following responses provides the correct assignment of impact to the above incidents?

AI. High Impact
II. Medium Impact
III. Not an incident, should be a Request for Change
IV. Major Incident

BI. High Impact
II. Low Impact
III. Not an incident, should be a Request for Change
IV. Major Incident

CI. Major Incident
II. Medium Impact
III. High Impact
IV. Major Incident

DI. High Impact
II. Low Impact
III. Medium Impact
IV. Major Incident

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PeopleCert ITILSC-OSA Quiz:1 Topic:9 Questions:1-5