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Exam ITIL Practitioner
Number ITIL Practitioner
File Name ITIL.ITIL Practitioner.TestKing.2018-12-06.18q.vcex
Size 914 KB
Posted Dec 06, 2018
Download ITIL.ITIL Practitioner.TestKing.2018-12-06.18q.vcex

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Demo Questions

Question 1

What is organizational change management (OCM) MOST likely to contribute to in an organization? 


  1. The knowledge required to support the adoption of new technology platforms.
  2. Cultural changes required as a result of adopting new business processes.
  3. Standard changes that are made to IT service assets and configuration items.
  4. The development of underpinning processes for a change management standard.
Correct answer: B
Explanation:
Reference: https://searchcio.techtarget.com/definition/organizational-change-management-OCM
Reference: https://searchcio.techtarget.com/definition/organizational-change-management-OCM



Question 2

A number of service desk staff do not like the planned improvements and have offered alternative solutions. The project manager has decided to involve them in the design and review process. 
This is an example of using which tactic?


  1. Prioritize the change against other changes.
  2. Be open and honest.
  3. Create and communicate quick wins.
  4. Resistance is not always necessarily negative.
Correct answer: D
Explanation:



Question 3

See the Scenario for additional information.  
  
  
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 will create a new ‘global mobile VIP service’ for CruiseAlong Cars senior executives, which will give them access to corporate IT services from mobile devices, from any location. The new service will be delivered by the existing GCITS centralized service desk. It will include 24/7 support, and reported incidents and requests will be treated as a high priority. 
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom provider. 
Effective and efficient escalation of incidents will be crucial to the success of the global mobile VIP service. Staff in GCITS, CruiseAlong Cars and Mobilwork could be involved in escalation. 
Which is the BEST tool to use, and to whom will it be provided?


  1. A RACI model authority matrix, provided to the project manager when approving the design costs.
  2. A stakeholder map, provided to the project manager when approving the design costs.
  3. A RACI model authority matrix, provided to the service desk during deployment.
  4. A stakeholder map, provided to the service desk during deployment.
Correct answer: C



Question 4

See the Scenario for additional information.  
  
  
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 will create a new ‘global mobile VIP service’ for CruiseAlong Cars senior executives, which will give them access to corporate IT services from mobile devices, from any location. The new service will be delivered by the existing GCITS centralized service desk. It will include 24/7 support, and reported incidents and requests will be treated as a high priority. 
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom provider. 
Which two rows show the CORRECT use of OCM techniques in the global mobile VIP project? 
  


  1. 1 and 2.
  2. 2 and 3.
  3. 3 and 4.
  4. 1 and 4.
Correct answer: D



Question 5

See the Scenario for additional information.  
  
  
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 will create a new ‘global mobile VIP service’ for CruiseAlong Cars senior executives, which will give them access to corporate IT services from mobile devices, from any location. The new service will be delivered by the existing GCITS centralized service desk. It will include 24/7 support, and reported incidents and requests will be treated as a high priority. 
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom provider. 
During the ‘how do we keep the momentum going?’ step of the CSI approach, the service desk manager has become aware that some service desk staff are using the old working practices. This is affecting the service to the VIPs. 
Which is the BEST way to apply the guiding principles in this case?


  1. Design for experience by engaging with the VIPs to identify improvements to the service.
  2. Collaborate with the service desk staff to design improvements to the new processes.
  3. Be transparent and explain that non-compliance to procedures will lead to disciplinary action.
  4. Observe directly in order to understand who is not using the new procedures and why.
Correct answer: D



Question 6

See the Scenario for additional information.  
  
  
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. 
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will deploy new mobile technology to enhance the user experience. They will also improve the incident management and request fulfilment processes and standardize these across service desks. 
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been appointed for this improvement initiative. 
The project manager is trying to understand the current level of service provided to senior executives. 
Which is an example of a CSF for the ‘customer’ quadrant of the balanced scorecard? 


  1. Customer satisfaction with operational services.
  2. Ability to respond rapidly to customer demand for change.
  3. Stability and availability of services delivered to customers.
  4. Ability to resolve customer incidents quickly and effectively.
Correct answer: C



Question 7

See the Scenario for additional information.  
  
  
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. 
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will deploy new mobile technology to enhance the user experience. They will also improve the incident management and request fulfilment processes and standardize these across service desks. 
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been appointed for this improvement initiative. 
The project manager is creating a set of metrics to measure the service provided to senior executives once the improvements have been made. There must be a balance of technology, process and service metrics. 
  
Which set of metrics provides a suitable balance?


  1. 1, 3 and 4.
  2. 1, 5 and 6.
  3. 2, 3 and 5
  4. 2, 4 and 6
Correct answer: C



Question 8

See the Scenario for additional information.
  
  
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. 
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will deploy new mobile technology to enhance the user experience. They will also improve the incident management and request fulfilment processes and standardize these across service desks. 
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been appointed for this improvement initiative. 
The project manager is planning an assessment to verify that the improvements have been achieved in the first iteration of the project. 
Which are the BEST two outputs of the assessment? 
  


  1. Customer satisfaction; Process maturity of incident management and request fulfilment
  2. Process metrics; Organizational maturity of CruiseAlong Cars’ business units
  3. Customer satisfaction; Change readiness of CruiseAlong Cars’ IT departments
  4. Process metrics; SWOT analysis of all service management processes.
Correct answer: B



Question 9

See the Scenario for additional information.  
  
  
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. 
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will deploy new mobile technology to enhance the user experience. They will also improve the incident management and request fulfilment processes and standardize these across service desks. 
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been appointed for this improvement initiative. 
As part of the project an additional objective is to improve the reporting about the senior executive service. 
Which is the BEST combination of report content and target stakeholder? 
  


  1. Stakeholder who receives the report: Service desk staff 
    Report content: Customer satisfaction scores, Achievement of service availability targets
  2. Stakeholder who receives the report: Service desk staff 
    Report content: Achievement of service response targets, Root cause of outages
  3. Stakeholder who receives the report: Senior executives 
    Report content: Customer satisfaction scores, Root cause of outages
  4. Stakeholder who receives the report: Senior executives 
    Report content: Achievement of service desk response targets, Achievement of service availability targets
Correct answer: D



Question 10

Which is the BEST example of the communication principle ‘communication is a two-way process’? 


  1. Passing on key messages from a briefing to a colleague who was unable to attend.
  2. Setting a calendar appointment for a team member’s performance appraisal.
  3. Sending a meeting agenda to all attendees before every meeting.
  4. Capturing issues raised by attendees at the end of a company briefing.
Correct answer: D









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