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ITIL Service Capability Operational Support and Analysis(R)

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ITIL Service Capability Operational Support and Analysis(R)

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    Exin ITILSC-OSA (ITIL Service Capability Operational Support and Analysis(R))

    Questions and Answers : 26
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ITILSC-OSA Questions and Answers

ITILSC-OSA


  1. The managers of the Event and Access Management Processes

  2. Overseeing the monitoring and escalating of IT operational events and activities

  3. The tools used to monitor the status of the IT Network

  4. The situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available


Answer: B


QUESTION: 25

Scenario

Vericom is a leading provider of government, business and consumertelecommunication services, and is currently seeking ways in which toimprove its utilization of IT services to drive growth across its’ multiplelines of business. One of the largest organizations in the UnitedKingdom, Vericom is comprised of the following business units:

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

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

? VericomTV (Pay TV)

? Consumer Sales and Marketing (including 400 Vericom retailoutlets)

? Business and Government

? Finance and Administration

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

? Human Resources

? Vericom Wholesale (for wholesale of Vericom infrastructureservices)

Due to the extensive scope of infrastructure deployed and largeemployee and customer base, Vericom continues to rely on legacysystems for some critical IT services; however this is seen as abarrier to future organizational growth and scalability of servicesoffered.

The CIO of Vericom has also raised the concern that whileimprovements to the technology utilized is important, this also needsto be supported by quality IT Service Management practicesemployed by the various IT departments.

The project of improving the IT Service Management practicesemployed by Vericom has been outsourced to external consultantswho are aware of the major IT refresh that is going to be occurringover the next 24 months. Refer to the scenario.

With Vericom being a large organization (approximately 40 000 staff),some of the business units have developed their own internal ITdepartments to supplement the services provided by the centralizedInformation Technology Services (ITS) department. This has occurreddue to the specialized needs and requirements for technology,specifically Verinet, VericomTV and Consumer Sales and Marketing. While the decision has been made that this organizational structure isto remain in place, there has been identified issues relating to a lackof consistency in IT Service


Management processes used by thedifferent departments and unclear boundaries for the responsibilitiesof the various IT Service Desks. This has resulted in:

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

? Inconsistency in the categorization and classification ofservice requests, incidents and problems, causing confusionand frustration when there are multiple IT departmentsinvolved

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

? Inconsistency in the Service Management systems and toolsused for handling service requests, incidents, problems andKnown Errors.

From the following responses, which BEST represents theapproach you would take to overcome the issues describedabove?


  1. You realize a coordinated approach is the best method,including:

    The development of the ITS Service Desk to be the singlepoint of contact for ALL end user (internal) queries. This willbe performed over a 6 month period, to take account for anytraining and transfer of knowledge that needs to occur. ThisService Desk will then escalate to the appropriate second linegroup (from any of the IT departments) as required. Develop consistency across all departments for categoriesand priority coding systems used for all service requests,incidents and problems.

    Build or purchase a consistent service management tool thatwill be used by all IT departments for managing incidents,problems, Known Errors and service requests. Holding regular review sessions involving staff from each ofthe IT departments to discuss current issues, recurring andpotential problems future initiatives.

  2. You realize a phased approach is the best method, includingfour phases: Phase 1 – Build or purchase a service management tool thatwill be used by all IT departments for managing incidents,problems and service requests

    Phase 2 – Standardize the use of ITIL processes used by theITS department across all IT departments at Vericom

    Phase 3 – Deliver training and awareness sessions for staffregarding the importance of the processes and how theyshould be used.

    Phase 4 – Review the success of the project and pass anylessons learnt onto future projects

  3. You realize a coordinated approach is the best method,including:

    Developing a telephone system that will route calls to theappropriate Service Desk based on the user’s input. Thisshould also provide the capability for a Service Desk analystto call them back during peak periods.

    Develop consistency in all the categories assigned to servicerequests, incidents and problems across all IT departments.

    Build or purchase a service management tool that will be usedby all IT departments for managing incidents, problems,Known Errors and service requests

    Hold regular review sessions involving key staff from each ofthe IT departments to


    discuss current issues and potentialproblems.

  4. You realize that improving the business awareness of IT ismost important, and address the issues by: Identifying the training requirements of end users to improvetheir use of IT service Implement an online Service Catalogue for all IT Services,with self- help capabilities to log and track incidents, problemsand service requests Assist Service Level Management in improving the visibility ofthe IT organization in general, and identify areas of customersatisfaction that need improving

Build or purchase a service management tool that will be usedby all IT departments and end users for managing incidents,problems, Known Errors and service requests


Answer: A


QUESTION: 26

Scenario

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

? Film Production

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

? Print media (including newspapers in 15 countries)

? Online Advertising

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

? Vision Films (production of movies and television shows)

? VisionOne (television channel)

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

? VisionNet (managing the online and internet businesses)

? Legal Services

? Finance and Administration

? Human Resources

? Information Technology

The organization is also actively pursuing growth in the online market,and is currently holding discussions with the leading online newsprovider about the possible acquisition of their company. This wouldincrease the overall size of Vision Media by around 15%. The Information Technology department acts as a Shared ServiceUnit, providing IT Services to all of sub- companies and departments,which complement some of the Internal Service Providers that alsoexist. The director of Information Technology has realized the need toimprove the quality of services offered by implementing ITIL, and hasdecided to do so using a phased approach. Some of the ServiceDesign and Service Transition processes have already beenimplemented, and they are now planning the implementation ofService Operation.


While the IT director does have tentative support from the otherdirectors and CEO, budgets for implementing the Service Operationprocesses have not been finalized, and still require a business caseto be formally submitted.

Refer to the exhibit.

There is some confusion as to how the process of AccessManagement should be designed. In particular, there is debate as tohow the process should be integrated into the overall approach of ITService Management within Vision Media. The IT director has askedfor submissions from some of her staff, describing how they thinkAccess Management should be designed.

Which of the following submissions describes the most appropriateway in which to design and implement Access Management within Vision Media?


  1. The design of a quality Access Management process will need toconsider the current state of IT Service Management that exists within the IT department, as well as the organizational requirements of Vision Media in general. This will require interfaces to be created with:

    Information Security Management: Which is responsible forthe development and renewal of security policies, guidelinesand procedures, which are then executed by AccessManagement

    Service Level Management: Which is responsible defining thecustomer requirements for access to IT services Request Fulfillment: Access Management will often betriggered by Service Requests, taken by the Service Desk orsubmitted using automated and self-help mechanisms

    Change Management: Request for Changes (RFCs) will ofteninvolve modification of access rights

    Demand Management: Which will provide information as tothe patterns of business that will generate requests foraccess.

    Outside the scope of IT Service Management, some of the interfacesthat will also need to be created are: Human Resources: So that effective (and automated)communication exists to assist in the creation, modification,removal and audit of access rights. General:

    Direct requests from department managers Requests for enabling increased access for VIP staff

  2. The design of an efficient Access Management process will need toaccount for the existing IT Service Management processes alreadyimplemented within the IT department, as well as the HumanResource requirements of Vision Media in general. This will requireinterfaces to be created with:

    Information Security Management: Which is responsible forthe development and renewal of security policies, guidelinesand procedures, which are then executed by AccessManagement Capacity Management: Which is responsible for the design ofsystems and infrastructure, which are in turn supported byAccess Management Knowledge Management: Each Knowledge base will requirevarious levels of access to be defined and enforced. Change Management: Request for Changes (RFCs) will

    ofteninvolve modification of access rights


    Demand Management: Which will provide information as tothe patterns of business thatwill generate requests foraccess

    Outside the scope of IT Service Management, some of the interfaces that will also need to be created are: Legal Services: So that the Legal department can verify the request for access is appropriate and lawful.

    • General:

    Direct requests from department managers Requests for enabling increased access for VIP staff

  3. It is important that the implementation of Access Managementconsiders a number of key interfaces with existing IT ServiceManagement processes, as well as other business processes, toensure success and satisfaction of its defined objectives. Thisincludes: Information Security Management: Which is responsible forthe development and renewal of security policies, guidelinesand procedures, which are then executed by AccessManagement

    Availability Management: Which is responsible for the designof security systems and infrastructure, which are in turnsupported by Access Management

    Request Fulfillment: Access Management will often betriggered by Service Requests, taken by the Service Desk orsubmitted using automated and self-help mechanisms Change Management: Request for Changes (RFCs) will ofteninvolve modification of access rights Configuration Management: Which can be used to recordrelationships between users and systems they can access.

    Outside the scope of IT Service Management, some of the interfaces that will also need to be created are: Human Resources: So that effective (and automated) communication exists to assist in the creation, modification, removal and audit of access rights. General:

    Direct requests from department managers

    Requests for enabling restricted access to contractorsand external suppliers

  4. Access Management will need to be implemented in isolation fromexisting IT Service Management processes already in place at VisionMedia so that its’ integrity can be ensured. The only exception to thisis Information Security Management, which is responsible for thedevelopment and renewal of security policies, guidelines andprocedures. Access Management uses these as formal inputs, whichare then executed accordingly.


Answer: C

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