peoplecert ITIL PRACTITIONER Exam Questions
Questions for the ITIL PRACTITIONER were updated on : Dec 01 ,2025
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Question 1
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is
responsible for managing transportation systems and safety. DriveYou.com must work with the
agency to
ensure that their trials comply with safety regulations, and the program includes bi0directional
sharing of large
amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most
other applications and infrastructure are provided by the Nevagon State central IT department.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard.
In
preparation for the audit, they are conducting a series of internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with
ISO/IEC 20000.
Optimsolv has a number of process improvements that need to be implemented to attain
compliance. GCITS
has six months to ensure that Optimsolv is compliant.
Optimsolv has made the improvements identified in the audit. The GCITS IT Manager needs to
determine that
Optimsolv staff have accepted the required changes.
What is the BEST course of action for the GCITS IT Manager to take FIRST?
- A. Survey Optimsolv senior managers to gain general feedback on employee satisfaction.
- B. Carry out stakeholder analysis to determine which Optimsolv employees to survey.
- C. Directly observe impacted Optimsolv employees in their roles.
- D. Create a resistance management plan for Optimsolv employees.
Answer:
C
Question 2
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most other applications and infrastructure are provided by the Nevagon State central IT
department.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard.
In preparation for the audit, they are conducting a series of internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with
ISO/IEC 20000.
Optimsolv has a number of process improvements that need to be implemented to attain
compliance. GCITS
has six months to ensure that Optimsolv is compliant.
The project manager is designing a resistance management plan for Optimsolv IT staff.
Which is the BEST ‘what’s in it for me?’ statement?
- A. “I am part of an important company initiative”.
- B. “I can use the opportunity to learn valuable new skills”.
- C. “Optimsolv gets ISO/IEC 20000 certification”.
- D. “GCITS achieves its corporate goals”.
Answer:
B
Question 3
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is
responsible for managing transportation systems and safety. DriveYou.com must work with the
agency to
ensure that their trials comply with safety regulations, and the program includes bi0directional
sharing of large
amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most
other applications and infrastructure are provided by the Nevagon State central IT department.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard.
In
preparation for the audit, they are conducting a series of internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with
ISO/IEC 20000.
Optimsolv has a number of process improvements that need to be implemented to attain
compliance. GCITS has six months to ensure that Optimsolv is compliant.
When would it be MOST appropriate to use a stakeholder analysis worksheet during the
improvement initiative within Optimsolv?
- A. During planning, to identify the key people who need to be influenced within Optimsolv.
- B. During process design, to prioritize stakeholders within GCITS.
- C. During implementation, to understand the primary motivation for change at Optimsolv
- D. During testing, to measure the risk to achieving the ISO/IEC 20000 accreditation.
Answer:
A
Question 4
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most other applications and infrastructure are provided by the Nevagon State central IT
department.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard.
In preparation for the audit, they are conducting a series of internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with
ISO/IEC 20000.
Optimsolv has a number of process improvements that need to be implemented to attain
compliance. GCITS has six months to ensure that Optimsolv is compliant.
The project manager has identified the relevant stakeholders in the initiative.
What is the BEST step to take next in the stakeholder management process, and why?
- A. Action: Devise a communication plan for each stakeholder Why: To understand how the new Optimsiolv staff are likely to react, and win their support
- B. Action: Devise a communication plan for each stakeholder Why: To understand the importance of each stakeholder to the initiative
- C. Action: Prioritize stakeholders as ‘major’, ‘critical’, ‘significant’ or ‘minor’ Why: To understand the importance of each stakeholder to the initiative
- D. Action: Prioritize stakeholders as ‘major’, ‘critical’, ‘significant’ or ‘minor’ Why: To understand how the new Optimsolv staff are likely to react, and win their support
Answer:
C
Question 5
Why is stakeholder management an important part of any improvement initiative?
- A. To identify the leader who will fund the change.
- B. To determine the level of resource allocated to the change.
- C. To determine risk levels presented by organizational culture.
- D. To identify whose support is needed for the change.
Answer:
D
Question 6
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is
responsible for managing transportation systems and safety. DriveYou.com must work with the
agency to
ensure that their trials comply with safety regulations, and the program includes bi0directional
sharing of large
amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most
other applications and infrastructure are provided by the Nevagon State central IT department.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard.
In preparation for the audit, they are conducting a series of internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with
ISO/IEC 20000.
Optimsolv has a number of process improvements that need to be implemented to attain
compliance. GCITS has six months to ensure that Optimsolv is compliant.
Which OCM activity will BEST help Optimsolv to overcome any staff resistance, and comply with
ISO/IEC 20000 within six months?
- A. Create a sense of urgency for the change.
- B. Demonstrate enough value to business.
- C. Make compliance the top corporate priority.
- D. Maintain a focus on continual improvement.
Answer:
C
Question 7
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most other applications and infrastructure are provided by the Nevagon State central IT
department.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is
limited understanding of the structure and value of services in the organization. Many of the
individual departments and faculties are resistant to the CIO’s vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to
address many
of the challenges, in order to support collaboration and help to define global services. Some business
analysts
are going to be transferred to these new positions.
The BRMs have learned that none of the customers are satisfied with a new service, even though it
meets all the functional requirements agreed with a wide range of UoB customer and user group
representatives.
Which guiding principle should have been followed to avoid this situation, and why?
- A. Guiding principle: Keep it simple Why: The customers and users were not kept informed of the progress of the project resulting in negative perception of the results
- B. Guiding principle: Progress iteratively Why: Everything the service provider does needs to map directly to value for the UoB customers and other stakeholders
- C. Guiding principle: Design for experience Why: Even though functional requirements were met the UoB customer interaction with the service was ignored leading to dissatisfaction
- D. Guiding principle: Collaborate Why: The wrong people were involved in the agreement of functional requirements when designing the solution.
Answer:
C
Question 8
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most other applications and infrastructure are provided by the Nevagon State central IT
department.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is
limited understanding of the structure and value of services in the organization. Many of the
individual departments and faculties are resistant to the CIO’s vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to
address many of the challenges, in order to support collaboration and help to define global services.
Some business analysts are going to be transferred to these new positions.
Which is the BEST way for a new BRM at the UoB to understand their customers’ needs?
- A. Run a workshop to define the structure and value of IT services.
- B. Visit each customer in their normal place of work to see what they do.
- C. Issue a detailed questionnaire to all customers to discover their expectations.
- D. Establish current performance levels and match the new service to them.
Answer:
D
Question 9
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein (UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and
iterative development approach. Their employees are mostly research and development experts,
working from multiple locations, with a significant number working from home. Initial driverless car
testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is
responsible for managing transportation systems and safety. DriveYou.com must work with the
agency to
ensure that their trials comply with safety regulations, and the program includes bi0directional
sharing of large
amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most
other applications and infrastructure are provided by the Nevagon State central IT department.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is
limited
understanding of the structure and value of services in the organization. Many of the individual
departments
and faculties are resistant to the CIO’s vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to
address many
of the challenges, in order to support collaboration and help to define global services. Some business
analysts
are going to be transferred to these new positions.
One of the BRMs has had an improvement idea for implementing a de-centralized support model
that can be actioned quickly. The BRM proposed implementing the improvement in the next three
months. The improvement was rejected by the CIO who has suggested that the idea should never
have been proposed.
Which tool should the BRM have used to predict the CIO’s response at this early stage?
- A. The CSI register, to properly define the timescale for implementation.
- B. The CSI register, to define who the improvement would be actioned by.
- C. The orientation worksheet, to understand the organizational vision.
- D. The orientation worksheet, to measure the success of the improvement.
Answer:
B
Question 10
The improvement initiative has been running for a year and the BRMs believe it has been
successful.What is the BEST way to demonstrate its success?
- A. By completing a benefits realization review.
- B. By facilitating a customer service review workshop.
- C. By conducting a service catalogue gap analysis.
- D. By undertaking a stakeholder review analysis.
Answer:
C
Question 11
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however mostother applications and infrastructure are provided by the Nevagon State central IT
department.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is
limited understanding of the structure and value of services in the organization. Many of the
individual departments
and faculties are resistant to the CIO’s vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to
address many
of the challenges, in order to support collaboration and help to define global services. Some business
analysts are going to be transferred to these new positions.
The newly appointed BRMs are starting to define services and want to ensure that value, outcomes,
costs and
risks are included in every service definition.
Which definition is the MOST complete?
- A. Grant application service: increases the number of successful grant applications by helping researchers to write effective grant proposals. reduces cost of support staff needed increases reliability of grant submissions.
- B. User device access service: provides connectivity for phones, laptops and tablets. includes service desk support and software deployment. supports cost-effective remote access to central services for people working from home.
- C. Exam administration service: increases productivity of administrative staff by reducing downtime of exam marking and grade tracking. reduces cost of managing exams. provides centralized storage of exam materials in the cloud.
- D. Centralized email service: reduces overall costs for the university IT department by enabling retirement of many smaller email services. provides connectivity to central cloud email service. supports calendar and shared distribution lists
Answer:
D
Question 12
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most other applications and infrastructure are provided by the Nevagon State central IT
department.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is
limited understanding of the structure and value of services in the organization. Many of the
individual departments and faculties are resistant to the CIO’s vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to
address many of the challenges, in order to support collaboration and help to define global services.
Some business analysts are going to be transferred to these new positions.
What is the BEST way to define the role of the BRM at the university?
- A. Adopt a job description that matches the example of the BRM role in the ITIL guidance.
- B. Appoint the BRMs and ask them to define their own role, based on ITIL guidance.
- C. Identify the expected outcomes and define the BRM role by building on the guidance in ITIL.
- D. Adopt the job descriptions of business analysts and ensure they focus on the customer aspect of their work.
Answer:
C
Question 13
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices
Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most other applications and infrastructure are provided by the Nevagon State central IT
department.
DriveYou.com decided to move the storage and management of their testing data to a new platform
so that they can share it more effectively with the UoB. They also need to facilitate data transfer from
new
CruiseAlong Cars research facilities in Japan and Australia.
- A. ‘Timing and frequency matter’ because ‘where are we now?’ requires that messages to all stakeholders are kept simple.
- B. ‘There is no single correct method of communication because ‘how do we get there?’ requires coordination from a diverse range of stakeholders.
- C. ‘Timing and frequency matter’ because ‘what is the vision?’ will need regular reinforcement to ensure the execution of the project is a success.
- D. ‘There is no single correct method of communication’ because ‘where do we want to be?’ is different for every stakehold
Answer:
B
Question 14
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past, some IT services were funded and run centrally, and some were funded and run
independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a
separate service desk in the main library, run by library staff. Library services and IT are both part of
the university’s administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most other applications and infrastructure are provided by the Nevagon State central IT
department.
DriveYou.com decided to move the storage and management of their testing data to a new platform
so that they can share it more effectively with the UoB. They also need to facilitate data transfer from
new
CruiseAlong Cars research facilities in Japan and Australia.
The DriveYou.com project manager has set up an initial teleconference for the project, which will
include the new research teams from CruiseAlong Cars.
How could the project manager ensure that ‘verbal handshaking’ is addressed?
- A. By ensuring that action points and next steps are clarified and agreed during the session.
- B. By organizing face-to-face meetings in advance to build rapport and personal contact.
- C. By requesting that all parties listen closely to discussions and do not speak over each other.
- D. By creating a digital recording to ensure that all the discussions are captured and can be reviewed.
Answer:
A
Question 15
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other
regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past,
some IT services were funded and run centrally, and some were funded and run independently by
each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in
the main library, run by library staff. Library services and IT are both part of the university’s
administrative services division. Recently, under a new CIO, there has been a drive to centralize and
consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is
responsible for managing transportation systems and safety. DriveYou.com must work with the
agency to
ensure that their trials comply with safety regulations, and the program includes bi0directional
sharing of large
amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most
other applications and infrastructure are provided by the Nevagon State central IT department.
DriveYou.com decided to move the storage and management of their testing data to a new platform
so that
they can share it more effectively with the UoB. They also need to facilitate data transfer from new
CruiseAlong Cars research facilities in Japan and Australia.
The DriveYou.com project manager needs to establish an effective channel of communication with
CruiseAlong Cars’ new research facilities. There is already a plan for communicating with other
stakeholders.
Which is the BEST approach?
- A. Create a new comprehensive communications plan for all stakeholders before engaging with the research teams.
- B. Use the existing communications plan and send all previous communications to the research teams.
- C. Make contact with the research teams and build a specific communications approach to address their needs.
- D. Include the named contacts immediately on the project email distribution list and ask them for feedback.
Answer:
C