EXIN ITILSC-OSA 問題集

質問 1：
Scenario
Vision Media is an international media organization, operating variouslines of business including:
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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:
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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.
The IT director is now considering the implementation of the ServiceOperation functions. However there seems to be overlap between thegoals and objectives for each of the functions, which is causing someconcern among staff involved in the project.
Which of the following responses BEST describes the objectives ofthe four Service Operation functions?
A)

B)

C)

D)

A. Option A
B. Option C
C. Option D
D. Option B
正解：A

質問 2：
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, responsescompleted during the past 12 months show an increase incustomers who were unsatisfied with call waiting times whencontacting the service desk for help with online orders andrequests for information.
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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"
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Results from Staff Skills Analysis:
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Staff, in general, have a good knowledge of IT systems and abasic understanding of the business processes andobjectives. However, staff are not well informed of upcomingreleases of new or changed services and not given adequateinformation to relay to the customers.
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Staff added the following additional comments:
"Communication between Service Operationdepartments has become inefficient -
there aremeetings for the sake of meetings, but the importantinformation we need
to know to do our day to day jobsis lacking"
"I still don't know what half of the people do, that workin the IT department!"
Results from General IT Infrastructure assessment:
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Lack of event monitoring and planning Lack of input from Operational Support departments intoService Design Lack of skill and information sharing across the OperationalSupport teams with regards to Incident, Problem,Workarounds and Known Error data. Little to no proactive activities being carried out.
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Refer to Scenario Which of the following options would be most suitable to address theissues identified from the Customer Satisfaction Survey?
A. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment. As this will enable formal management and coordination of the Service Desk, and ensure that Incidents and Service Requests are dealt with accordingly, enabling separate logging and monitoring and faster call response times. In addition, you will ensure that the new Incident Manager will ensure the Service Desk is the single point of contact, as a first priority. This needs to be the focus over the next quarter to ensure that this policy is adopted ASAP, you will suggest reward options to ensure that staff and end users are in no doubt that this is an essential requirement supported by senior management. Send a formal memo to allcustomers, introducing yourself and your new role. Thanking them for their valuable feedback and addressing the issues raised in the survey results and how you intend to resolve them.
B. The results of this initial assessment are better than you had expected, you do not see any need to change things yet. You are not concerned with the additional comments as the general feedback is that customers are satisfied with the end to end service and that a 100% satisfaction is unrealistic. You will suggest to the Business that more staff is required for the Service Desk to ensure that call waiting times are reduced and that a more detailed and selective criteria is used as part of the selection process to ensure staff are at the correct skill level and competency.
C. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment. As this will enable formal management and coordination of the Service Desk, and ensure that Incidents and Service Requests are dealt with accordingly, enabling separate logging and monitoring and faster call response times Send a formal memo to all customers, introducing yourself and your new role, thanking them for their valuable feedback and addressing the issues raised in the survey results and how you intend to resolve them.
D. The results of this initial assessment are better than you had expected, you do not see any need to change things yet. You will suggest to the Business that it will be beneficial to complete another initial assessment in one year, after the next Customer Satisfaction Survey is completed, to compare the satisfaction levels and, if required, identify areas for improvement at that stage.
正解：A

質問 3：
There have been multiple incidents recorded by the Service Desk. Itappears that the network is congested due to multiple connections.
What kind of actions should the Service Desk analyst take in thisinstance?
A. They should ask the Problem Manager to look into the problem right away
B. They should ask the Service Level Manager to revise the Service Level Agreements (SLA) with a decreased availability target
C. They should ask the Capacity Manager to expand the capacity of the network
D. They should ask the Security Manager to check whether too many authorizations may have been issued.
正解：A