ITIL ITILSC-OSA dumps - 100% Pass Guarantee!

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?

A. 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.

B. 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

C. 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.

D. 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

Functions are best described as?

A. Self-Contained units of organizations

B. Inter-related activities with a defined goal or output

C. Closed loop control systems

D. A team of IT staff who provide a single point of contact for all user communication

Scenario

NEB is a financial management company that specializes in lendingmoney for substantial property investments. They have a large ITdepartment that is currently using the following ITSM processes:

Service Level Management Availability Management IT Service Continuity Management Information Security Management Incident Management Problem Management.

Each of these processes have been implemented within the plannedtarget time and are working effectively and efficiently. Staff haveadapted to the changes in a very positive manner and see thebenefits of using the ITIL framework.

Last Saturday, there was a security breach. A previous member ofstaff, who has left the company and joined a competitor organization,has been able to gain access to several client lending files. Afterinitial investigation, it was found that access was not terminated whenthe staff member left the company ?this has highlighted that thereare insufficient processes in place to ensure access rights areterminated when staff leave the company, change roles etc and thereis ongoing investigation to see how many other previous staff stillhave access to the system.

The business has requested immediate recommendations from the ITManager, as to what can be done to ensure this situation does nothappen again and how best to inform clients, with reference to thesecurity breach.

Refer to the scenario.

Which of the following options is most suitable to deal with thissituation?

A. Your first recommendation is to implement the AccessManagement process as soon as possible. You suggestthat as the IT organization has already effectively andefficiently implemented six processes, they will be able tomanage a well executed and fast implementation. Thisprocess will ensure that access is provided to those whoare authorized to have it and will ensure access isrestricted to those who are not. With regards to informing clients, you recommend thatclients are not told of the situation as you feel it will be toodamaging to the NEB reputation and will result in acatastrophic loss of clientele. You suggest that if clientsare contacted by the competitor organization, theycannotprove that any information has been obtained via NEB filesand (as there is now a plan to implement AccessManagement) NEB can confidently reassure clients thatthere is ample security and access management in placeto ensure this situation could never arise.

B. Your first recommendation is to implement the AccessManagement process as soon as possible. You suggestthat as the IT organization has already effectively andefficiently implemented six processes, they will be able tomanage a well executed and fast implementation. AsAccess Management is the execution of the policies laidout within the Availability and Information SecurityProcesses, the foundations are already laid. This processwill ensure that access is provided to those who areauthorized to have it and will ensure access is restricted tothose who are not. To ensure alignment between theBusiness and IT, there will need to be integration with theHuman Resources department to ensure there areconsistent communications with regards to staff identity,start and end dates etc.With regards to informing clients of the breach, yousuggest that the clients affected by the breach must beinformed ASAP. You recommend a formal letter is sentfrom senior management to reassure clients that thesituation is being taken seriously and what actions aretaking place to ensure this never happens again. You areaware that this could damage the company's reputation,as security is a critical success factor, but feel that thespecific clients must be informed by NEB ASAP, as thereis a high risk they will be approached by the competitororganization.

C. Your first recommendation is to implement the AccessManagement process as soon as possible. This processwill ensure that access is provided to those who areauthorized to have it and will ensure access is restricted tothose who are not. With regards to informing clients of the breach, yousuggest that only the specifically affected clients areinformed of the breach, via a formal letter sent from seniormanagement to reassure clients that the situation is beingtaken seriously. You suggest that the tone and focus ofthe letter should emphasize the following points: There has been a `minor' security breach fault of memberof staff, who's employment has now been terminated No data has been `lost or changed' Sufficient action has been taken to ensure this situationdoes not happen again and NEB would like to assure theirclients that there security and continued confidence is ofthe highest importance.

D. Your first recommendation is to implement the AccessManagement process as soon as possible. You suggestthat as the IT organization has already effectively andefficiently implemented six processes, they will be able tomanage a well executed and fast implementation. Thisprocess will ensure that access is provided to those whoare authorized to have it and will ensure access isrestricted to those who are not.

With regards to informing clients of the breach, yousuggest that all clients need to be informed of the breachand the action being taken to ensure this does not happenagain. You are aware that this could damage thecompany's reputation, but are concerned that if only thespecificallyaffected clients are informed, word will spreadand the entire client base will feel they have beenkept outof the loop on such an important issue and further damageto NEB's reputation will befelt.

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.

The Verinet business unit which provides internet services is currentlyfacing increased competition from other Internet Service Providersseeking to entice Verinet customers away with offerings such as freeVOIP (voice over internet protocol) and Naked DSL (unconditionedlocal loop). To combat this, Verinet wishes to develop a newmarketing campaign highlighting the high quality and availability ofservices offered. Before this occurs, the Service Manager within Verinet (who haspreviously implemented ITIL in other organizations) hadrecommended implementing Event Management to assist in thecontinued ability for providing high quality, highly available internetservices to the UK population. She has been faced by someresistance, who believe that it is not required as Capacity, Availability,Incident and Problem Management have already been implemented.

Which of the following would be the BEST response to the Veritnetdirectors in describing the benefits of introducing Event Managementto Verinet?

A. The implementation of Event Management to complementexisting ITIL processes within Verinet will have a number ofsignificant benefits. The value to the business of implementingthe process is directly seen by the following benefits: Improved speed for Incident and Problem Management foridentifying and analyzing the cause and potential effect Improved ratio of used licenses against paid for licenses Percentage re-use and redistribution of underutilized assetsand resourcesImproved aliment between provided maintenance andbusiness support Improvement in maintenance scheduling and management forCIs

B. The implementation of Event Management to complementexisting ITIL processes within Verinet will have a number ofsignificant benefits. The value to the business of implementingthe process is generally indirect, but would support anenhanced ability to provide high quality and high availabilityinternet services by: Providing mechanisms for the early detection of incidents andproblems before they impact customers Notify the appropriate staff of status changes or exceptionsthat so that they can respond quickly Providing a basis for automated operations, increasingefficiency and allowing human resources within Verinet to bebetter utilized Providing improved visibility as to the events and interactionsthat occur within the IT infrastructure Providing performance and utilization information and trendsthat can be used for improved capacity planning and systemdesign

C. The implementation of Event Management to complementexisting ITIL processes within Verinet will have a number ofsignificant benefits. The value to the business of implementingthe process is generally indirect, but would support anenhanced ability to provide high quality and high availabilityinternet services by: Providing mechanisms for the early detection of incidents andproblems before they impact customers Developing capabilities for the monitoring of criticalcomponents of the IT infrastructure for disruptions or breachof utilization thresholds Automating the notification of key staff when exception eventsoccur Providing improved visibility as to the events and interactionsthat occur within the IT infrastructure Reducing the time requirements of manual activitiesperformed by IT staff as part of preventative maintenance.

D. The implementation of Event Management to complementexisting ITIL processes within Verinet will have a number ofsignificant benefits. The value to the business of implementingthe process is directly seen by the following benefits: Reduced SLA breaches Reduced times required for diagnosis and root-cause analysisof problems Reducing ratio of high priority incidents Reduced Mean Time to Restore (MTTR) for incidents Improved availability levels Improved delivery of capacity and performance, with fewercapacity related incidents.

Which ITIL process ensures that the IT Services are restored as soonas possible in the case of a malfunction?

A. Change Management

B. Incident Management

C. Problem Management

D. Service Level Management