Questions for the ITILSC-OSA were updated on : Nov 06 ,2024
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.
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.
As CIO, you decide to reorganize the Service Desk structure as a means to address the levels of service. You decide to use
a follow the sun Service Desk. Which of the following descriptions to you present to the Business as your solution?
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
grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary
supplier of childrens collectable novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in
an attempt to improve the management of the infrastructure, as well as more effective use of resources and identification of
areas for improvement.
The Brewsters management teams do not have a lot of IT knowledge. The newly appointed IT Manager is very ITIL focused
and wants to implement as many ITSM processes as is appropriate there are currently no formal processes in place. On
starting with the company the IT Manager completed an internal assessment of the IT infrastructure including staff skills
analysis, and collated the results from customer satisfaction surveys completed over the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
Results from Staff Skills Analysis:
Results from General IT Infrastructure assessment:
Refer to Scenario
Which of the following options would be the most effective option to address the issues identified from the General IT
Infrastructure assessment?
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
grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary
supplier of childrens collectable novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in
an attempt to improve the management of the infrastructure, as well as more effective use of resources and identification of
areas for improvement.
The Brewsters management teams do not have a lot of IT knowledge. The newly appointed IT Manager is very ITIL focused
and wants to implement as many ITSM processes as is appropriate there are currently no formal processes in place. On
starting with the company the IT Manager completed an internal assessment of the IT infrastructure including staff skills
analysis, and collated the results from customer satisfaction surveys completed over the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
Results from Staff Skills Analysis:
Results from General IT Infrastructure assessment:
Refer to Scenario
Which of the following options would be the most effective option to address the issues identified from the Staff Skills
Analysis?
A
Functions are best described as?
B
Which of the following is NOT an example of a Service Request?
B
Scenario
Vision Media is an international media organization, operating various lines of business including:
The organization has recently been restructured, and now is comprised of the following companies and departments:
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.
The IT director is now considering the implementation of the Service Operation functions. However there seems to be
overlap between the goals and objectives for each of the functions, which is causing some concern among staff involved in
the project.
Which of the following responses BEST describes the objectives of the four Service Operation functions?
A)
B)
C)
D)
A
What is the difference between a Known Error and a Problem?
A
What is the best definition of an Incident Model?
C
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:
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:
From the following responses, which BEST represents the approach you would take to overcome the issues described
above?
A
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:
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.
As part of the major refresh of IT systems, it has been agreed that the existing ITIL processes of Incident and Problem
Management are not performing adequately. Recent surveys indicate that:
Which of the following responses BEST represents the way in which you would seek to improve the situation?
B
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
grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary
supplier of childrens collectable novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in
an attempt to improve the management of the infrastructure, as well as more effective use of resources and identification of
areas for improvement.
The Brewsters management teams do not have a lot of IT knowledge. The newly appointed IT Manager is very ITIL focused
and wants to implement as many ITSM processes as is appropriate there are currently no formal processes in place. On
starting with the company the IT Manager completed an internal assessment of the IT infrastructure including staff skills
analysis, and collated the results from customer satisfaction surveys completed over the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
Results from Staff Skills Analysis:
Results from General IT Infrastructure assessment:
Refer to Scenario
Which of the following options would be most suitable to address the issues identified from the Customer Satisfaction
Survey?
B
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:
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.
Discussions have recently been held regarding the performance of the Incident and Problem Management. There has been
some confusion among IT managers as to what metrics demonstrate the quality and performance of these two processes.
From the options below, which represents the best range of measures for evaluating the success of Incident and Problem
Management?
A)
B)
C)
D)
D
Which ITIL process ensures that the IT Services are restored as soon as possible in the case of a malfunction?
B
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:
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.
The Verinet business unit which provides internet services is currently facing increased competition from other Internet
Service Providers seeking to entice Verinet customers away with offerings such as free VOIP (voice over internet protocol)
and Naked DSL (unconditioned local loop). To combat this, Verinet wishes to develop a new marketing campaign
highlighting the high quality and availability of services offered.
Before this occurs, the Service Manager within Verinet (who has previously implemented ITIL in other organizations) had
recommended implementing Event Management to assist in the continued ability for providing high quality, highly available
internet services to the UK population. She has been faced by some resistance, who believe that it is not required as
Capacity, Availability, Incident and Problem Management have already been implemented.
Which of the following would be the BEST response to the Veritnet directors in describing the benefits of introducing Event
Management to Verinet?
B
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.
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)
B)
C)
D)
A