Vendor: ITIL
Certifications: ITIL Certification
Exam Name: ITIL Service Capability Operational Support and Analysis
Exam Code: ITILSC-OSA
Total Questions: 26 Q&As
Last Updated: May 17, 2024
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VCE
Exam Code: | ITILSC-OSA |
Total Questions: | 26 |
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
What is the difference between a Known Error and a Problem?
A. The underlying cause of a Known Error is known. The underlying cause of a Problem is not known
B. A Known Error involves an error in the IT infrastructure, A
C. Problem does not involve such an error.
D. A Known Error always originates from an Incident. This is not always the case with a Problem
E. With a Problem, the relevant Configuration Items have been identified. This is not the case with a Known Error.
Scenario
Brewster's is a toy factory that has been in business for 30 years.The company started with a small family
run shop and has grownconsistently over the years. They are now supplying toy storesnationwide and are
considered to be the primary supplier of children'scollectable novelty erasers.
Brewster's IT department is relatively small (currently 15 staff) butefficient. They have recently employed
an IT Manager in an attemptto improve the management of the infrastructure, as well as moreeffective use
of resources and identification of areas for improvement.
The Brewster's management teams do not have a lot of ITknowledge. The newly appointed IT Manager is
very ITIL focusedand wants to implement as many ITSM processes as is appropriatethere are currently no
formal processes in place. On starting with thecompany the IT Manager completed an internal assessment
of the ITinfrastructure ?including staff skills analysis, and collated the resultsfrom customer satisfaction
surveys completed over the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
Overall a consistent satisfaction level. However, responses completed during the past 12 months show an
increase in customers who were unsatisfied with call waiting times when contacting the service desk for
help with online orders and requests for information.
Customers added the following additional comments:
"Never get to speak to the same person twice when dealing with an Incident number, had to call several
times to receive follow up on progress" "Some of the Service Desk staff seem under qualified to deal with
my questions about new applications/incidents/service requests"
Results from Staff Skills Analysis:
Staff, in general, have a good knowledge of IT systems and a basic understanding of the business
processes and objectives. However, staff are not well informed of upcoming releases of new or changed
services and not given adequate information to relay to the customers.
Staff added the following additional comments:
"Communication between Service Operation departments has become inefficient - there are meetings for
the sake of meetings, but the important information we need to know to do our day to day jobs is lacking"
"I still don't know what half of the people do, that work in the IT department!"
Results from General IT Infrastructure assessment:
Lack of event monitoring and planning
Lack of input from Operational Support departments into Service Design Lack of skill and information
sharing across the Operational Support teams with regards to Incident, Problem, Workarounds and Known
Error data. Little to no proactive activities being carried out.
Refer to Scenario
Which of the following options would be the most effective optionto address the issues identified from the
Staff Skills Analysis?
A. Organize a meeting with the managers of each ITdepartment and form a Communication Plan. This planwill include all agreed methods, reasons and a list ofpersonnel to be included for communications within theOperation departments. This plan will then be distributedto all staff, with a memo that will
include; A photograph of each IT staff member with job title.
Brief Job Description and explanation of their dayto day activities.
In addition, make a proposal to the Business that a Release and Deployment Manager is needed, this
role willnot only take on the responsibility of implementing a formalRelease and Deployment process
but will, manage thebuild, test and deployment departments and will alsoensure that there is a
consistent communication route tothe service desk on upcoming releases and organizingtraining/
knowledge updates and consultation with servicedesk staff on new or changed services.
B. Organize a meeting with the managers of each IT departmentand form a Communication Plan. This plan will include allagreed methods, reasons and a list of personnel to beincluded for communications within the Operationdepartments. This plan will then be distributed to all staff, witha memo that will include; A photograph of each IT staff member with job title Brief Job Description and explanation of their dayto day activities In addition, ask for the service desk to be sent copies ofthe release schedule so they are informed of upcomingreleases.
C. Recommend to the Business that a new staff trainingprogram needs to be implemented that will include oneservice desk member per week shadowing a member ofstaff in each of the Business Process areas to learn howthey do things and what the business objectives are. Inaddition, request a weekly update from the build, test anddeployment areas on any upcoming releases, includingany relevant information that will enable the service deskstaff to provide a better service to the customer.
D. No immediate action required. You will work on a newtraining and communication policy that will formalize theprocess of communication and knowledge transferbetween departments. You will also recommend that thefirst ITSM process to be implemented with be a formalizedIncident Management process to ensure that effectivemeasurements and analysis is taking place and that thereis monitoring of staff competency and skill.
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
Operations Control refers to?
A. The managers of the Event and Access Management Processes
B. Overseeing the monitoring and escalating of IT operational events and activities
C. The tools used to monitor the status of the IT Network
D. The situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available
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