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©The Official ITIL Accreditor 2012. The Swirl logo™ is a trade mark of the Cabinet Office.ITIL®is a registered trade mark of the Cabinet Office. ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 1 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor ITIL ® Intermediate Lifecycle Stream: SERVICE OPERATION CERTIFICATE Sample Paper 1, version 6.1 Gradient Style, Complex Multiple Choice QUESTION BOOKLET Gradient Style Multiple Choice 90 minute paper 8 questions, Closed Book Instructions 1. All 8 questions should be attempted. 2. You should refer to the accompanying Scenario Booklet to answer each question. 3. All answers are to be marked on the answer grid provided. 4. You have 90 minutes to complete this paper. 5. You must achieve 28 or more out of a possible 40 marks (70%) to pass this examination. ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 2 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Question One Refer to Scenario One Which one of the following options BEST summarizes the risks that the IT organization currently does and does not face? A. • Resistance to change within IT is a risk • Differing customer and IT expectations are a risk • Lack of testing is NOT a risk • Lack of involvement of IT operations staff in other lifecycle activities is NOT a risk B. • Reliance on key personnel along with their knowledge and skill is a risk • Lack of adequate tools is a risk • Lack of business support is NOT a risk • Inadequate funding is NOT a risk C. • Reliance on key personnel along with their knowledge and skill is a risk • Lack of business support is a risk • Resistance to change within IT is NOT a risk • Inadequate funding is NOT a risk D. • Resistance to change within IT is a risk • Inadequate funding is a risk • Alignment of IT with the business is NOT a risk • Lack of involvement of IT operations staff in other lifecycle activities is NOT a risk ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 3 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Question Two Refer to Scenario Two You have been asked to review the application management, application development and IT operations management functions and identify the causes of the issues. Which one of the following set of options is MOST LIKELY to be causing the issues experienced by this organization? A. • Application management has failed to obtain information about known errors from software suppliers • IT operations management has failed to define and provide application training to users • Application management has failed to involve IT operations staff in application deployment activities B. • Application management has not developed and implemented a set of standards for application architecture • Application management is not providing the resources required for third-line support for the resolution of incidents and problems • Application management has not adequately defined operational models or defined the technical resources required to operate the applications in the live environment C. • Application management has not developed and implemented a set of standards for application architecture • Application management and application development have failed to provide information about known errors to IT operations management teams • Application development has failed to provide the resources required for third-line support for the resolution of incidents and problems D. • Application management has not participated in testing the functionality of applications • Application management has failed to identify and fulfil training needs required to manage and operate applications • Application management has not adequately defined operational models or defined the technical resources required to operate the applications in the live environment ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 4 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Question Three Refer to Scenario Three You are the team leader responsible for monitoring and control. You are required to resolve the issues arising in the scenario and reach a conclusion. Which one of the following options is the BEST solution to address the data retention issues? A. • You consult the problem, capacity, availability and security management teams to gain a more detailed understanding of their event data requirements • You take into account the suggestions of the organization’s legal department regarding the legislative and compliance issues • You define and document a policy that ensures that all informational event data is retained for a minimum of six years and three months B. • The legal requirement is the most important as non-compliance could incur fines for the company, so you consult the legal and compliance departments to further categorize the data and agree how long each should be retained • You consult the problem, capacity, availability and security management teams and confirm the need for the one year retention and six month retention periods and identify any further data categories relevant to these teams • You create a retention policy to document these requirements C. • You agree that this data is extremely unlikely to be needed beyond one week and that, on the balance of risk, the cost of retaining this data outweighs the need • In order to achieve the most cost-effective solution, you document and implement the one-week retention policy • You advise the legal department of your decision in case any related IT governance issues arise in the future D. • You consult the business users and the IT groups that might use the data, and hold specific discussions with the legal and compliance departments to identify their requirements • You create clear criteria to identify each event-type and you define a retention period for each in accordance with the specific business need • You create a retention policy to document these requirements ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 5 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Question Four Refer to Scenario Four You have been asked to advise whether any process-related changes should be made to the way the company handles these service requests in the future. Which one of the following recommendation options BEST reflects ITIL guidance? A. • As a large proportion of service desk calls are service requests, a separate request fulfilment process should be recommended to channel these to the appropriate groups quickly without impact on critical or high-priority incidents • Providing access for temporary staff/contractors is not a type of service request and a separate access management process should be set up to handle these • A business case must be made to justify the costs involved in setting up and running the new processes B. • An organization needs only to implement a separate request fulfilment process where this is fully justified. As the service desk is well regarded in this case, it appears that no immediate action is needed • As there is no clear proof, only anecdotal evidence, that handling service requests through the current incident management process is causing any difficulties, no action is required • The situation should be monitored and the figures analysed and reviewed again in three months’ time to see whether any process change is necessary C. • As a large proportion of service desk calls are service requests, a separate request fulfilment process should be recommended to channel these to the appropriate groups quickly and without impact on critical or high priority incidents • A web-based self-help capability should be considered as this may help make some level of support available outside normal office hours • A business case must be made to justify the costs involved in setting up and running the new process D. • New user set-ups and workstation moves are changes and requests for change (RFCs) should be raised, so these calls should not be handled as service requests • As these types of requests represent a large percentage of calls to the service desk a further review is required before a decision is made to implement a separate request fulfilment process • A web-based self-help capability should be considered as this may help make some level of support available outside normal office hours ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 6 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Question Five Refer to Scenario Five Which one of the following options BEST summarizes the remaining steps in the process that you will communicate to the service desk and second-line support staff? A. • Ensure service desk staff can establish the impact and urgency of incidents so that the key services are dealt with in business need order • If no resolution can be identified by the service desk and the incident is a recurring desktop issue then a problem record will be raised and allocated to the appropriate technical teams in order to avoid unnecessary call out charges from the supplier • Once the problem is resolved, a known error record will be created and, if necessary, a request for change (RFC) will be raised B. • Base incident priority on impact and urgency, where impact codes have been agreed in advance by service level management to ensure that the key services are dealt with in business need order • If the incident is related to the holiday booking service then it is escalated immediately before the service desk identify a resolution, to be investigated by the appropriate technical teams • If a resolution cannot be identified or it is considered necessary to identify the cause of the incident, a problem record will be raised C. • Base incident priority on impact and urgency, where impact codes have been agreed in advance by service level management to ensure that the key services are dealt with in business need order • If no resolution can be identified by the service desk then the incident is escalated to the appropriate technical teams who will investigate the incident and seek a resolution • If a resolution cannot be identified or it is considered necessary to identify the cause of the incident, a problem record will be raised D. • Base incident priority on the urgency of the issue to ensure that the key services are dealt with in business need order • If no resolution can be identified by the service desk then a problem record will be raised and allocated to the appropriate technical teams who will seek the cause and a workaround • Once the problem is resolved, a known error record will be created and, if necessary, an RFC will be raised ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 7 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Question Six Refer to Scenario Six Which one of the following approaches will BEST enable you to assess each function’s capabilities and level of maturity? A. • Conduct a skills inventory and determine if the staff’s technical certifications are up to date • Review training plans and survey the technical staff to determine if they are getting the technical training they feel they need • Review and assess the quality of technical documentation, including the escalation procedures that are executed in incident management • Review incident response times, the number of escalations and reasons for escalations • Review resolution times to determine the number of incidents the technical management teams are resolving within service level agreements (SLAs) B. • Obtain copies of available skills inventories and training plans • Compare technology maintenance schedules with actual maintenance activities and the mean time between failure rates • Review available project plans to ensure technical management is engaged early when new IT infrastructure components are being rolled out • Review and assess the quality of technical documentation, including standard operating procedures (SOPs), system administration manuals and user manuals • Contact the problem manager and determine whether technical management resources are contributing to the known error database (KEDB) C. • Conduct a skills inventory and training needs analysis and map the results to the service portfolio (if available) • Review copies of maintenance schedules and project plans aimed at upgrading and maintaining the IT infrastructure • Review technology performance metrics such as availability, utilization rates, and performance (e.g. response times) • Review and assess the quality of technical documentation, including SOPs, system administration manuals and user manuals • Review incident response and resolution times to determine the number of incidents resolved within SLAs D. • Review copies of available skills inventories, training plans and training records for each of the technical teams and for users, the service desk and other groups • Review the technical management team’s service operation process metrics and technology performance metrics • Review copies of the availability and capacity plans along with available project plans • Review change and release records and related deliverables such as known error entries • Review and assess the quality of technical documentation, including SOPs, system administration manuals and user manuals ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 8 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Question Seven Refer to Scenario Seven As an ITSM consultant, you have been asked to help write the functional specification for the toolset. The primary objective is to identify the functionality needed to satisfy the requirements for service operation, but also to consider any advantages that may be gained across the ITSM lifecycle. Which one of the following options is the BEST summary of the high-level requirements for a toolset to support the organization’s needs? A. • An integrated configuration management system (CMS) which allows all IT assets and relevant attributes to be held centrally, and which also allows relationships between each to be stored and maintained • The capability to automate remote discovery of devices on the network and generate a report on discrepancies between deployments that have been discovered, and license details held within the CMS • A workflow engine to improve the control of processes and automatically manage activities such as alerting and task escalation • The capability to interface, manually and electronically, with tools used in other areas of the service lifecycle B. • An integrated CMS which allows all IT assets and relevant attributes to be held centrally, and allows relationships between each to be stored and maintained • The capability to automate remote discovery of devices on the network and generate a report on discrepancies between deployments discovered and license details held within the CMS • A menu-driven range of self-help facilities to simplify and improve the handling of service requests • The ability to generate reports for use by other areas of ITSM C. • An integrated CMS which allows all IT assets and relevant attributes to be held centrally, and which also allows financial information about each asset to be stored and maintained • The capability to input the findings from audits of the infrastructure and to report on numbers of licenses that are found as a result of the audit • A workflow engine to improve the control of processes and automatically manage activities such as alerting and task escalation • The ability to export data for use by other tools used in different teams D. • An integrated configuration management database (CMDB) • Providing consistency with existing ways of working and other tools employed within the organization, in order to minimize the time taken to train existing employees • Designing automatic import/export of existing information from other databases in the organization to allow continued use of, and minimum disruption to, existing working practices • The ability for service desk analysts to take control of the user’s desktop via remote control and thus to service any call through to resolution ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 9 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Question Eight Refer to Scenario Eight Which one of the following options provides the BEST solution to address the concerns of this organization? A. • Create a common service operation activity of monitoring and control to support the availability and capacity management processes • Redeploy technical staff to the operations bridge and train them to support the additional monitoring workload • Once tools and staff are centralized, immediately evaluate tools and monitoring activities against both business and technical requirements • Configure tools and procedures to meet the requirements of the availability and capacity management processes, in addition to the data already collected B. • Monitoring needs were developed by each group for specific operational purposes, so the associated monitoring and control activities should be retained within each IT department • Availability and capacity management are not operational processes so a new set of requirements should be identified and documented • Establish a team for availability and capacity management reporting to the A&P manager • Define data input from operational departments and agree with the data centre to have reports submitted as required C. • Investigate and catalogue each department’s monitoring requirements and tools used to collect report data • Document both operational and non-operational needs for the capacity and availability management processes • Establish a project team to analyse whether existing capacity and availability monitoring reports and tools can be utilized to meet new requirements • Maximize cost savings not only by using the existing tools to meet the current monitoring needs, but also by expanding their use to meet new requirements D. • Initiate an organization-wide review of current monitoring and control capabilities, ensuring the involvement and support of the data centre manager • Involve all departments in defining, agreeing, and executing processes and operational control procedures • Ensure that monitoring and control is performed at all levels from component to service (including customer experience), to support the capacity and availability management processes • Where possible, move routine monitoring and control activities to the operations bridge ©The Official ITIL Accreditor 2012. The Swirl logo™ is a trade mark of the Cabinet Office. ITIL®is a registered trade mark of the Cabinet Office. ITIL Intermediate Lifecycle ServiceOperationSample1 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 1 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor ITIL ® Intermediate Lifecycle Stream: SERVICE OPERATION CERTIFICATE Sample Paper 1, version 6.1 Gradient Style, Complex Multiple Choice SCENARIO BOOKLET This booklet contains the scenarios upon which the 8 examination questions will be based. All questions are contained within the Question Booklet and each question will clearly state the scenario to which the question relates. In order to answer each of the 8 questions, you will need to read the related scenario carefully. On the basis of the information provided in the scenario, you will be required to select which of the four answer options provided (A, B, C or D) you believe to be the optimum answer. You may choose ONE answer only, and the Gradient Scoring system works as follows: • If you select the CORRECT answer, you will be awarded 5 marks for the question • If you select the SECOND BEST answer, you will be awarded 3 marks for the question • If you select the THIRD BEST answer, you will be awarded 1 mark for the question • If you select the DISTRACTER (the incorrect answer), you will receive no marks for the question In order to pass this examination, you must achieve a total of 28 marks or more out of a maximum of 40 marks (70%). ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 2 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario One A large financial institution relies on a number of IT services to support its business functions. Many of these are critical. Generally there is a good relationship between IT and the business, which has resulted in a reliable set of IT services that are aligned with the business needs. The IT department has adopted ITIL and is seen as an example of best practice. Adopting ITIL has motivated the IT staff, who are keen to apply beneficial changes to working practices. The IT department has excellent service strategy and service design activities and processes in place. A well-managed service portfolio ensures that strong business cases are established for new and changed services. As a result, funding and other resources are matched to business and IT needs. Service level agreements (SLAs) are in place for all services. The service desk is well managed and uses established incident management and problem management processes which are supported by a mature configuration management system (CMS) that incorporates a known error database (KEDB). These processes ensure that incidents and problems are escalated to the correct technical teams. This is essential as many services rely on specialist technology where only certain staff have the required skill to resolve issues. In general the service desk is well liked; however, there are some users who do not follow service desk procedures and who attempt to contact support staff directly or resolve issues without contacting IT. Requests from IT operations managers to business managers to ask users to adhere to service desk procedures have failed to bring about any change in the situation. The technical management function is organized into a number of technology teams. Each team is well managed but service operation as a whole is a busy department. Staff are employed for their specialist skill sets, but because of the busy workload, little time is available for cross-training of roles or sharing knowledge. Technical management teams use established monitoring and event management supported by associated tools. This provides access to much of the information that is used by other service management processes to report on various service levels. Service level achievements are good with very few major incidents or outages. Service availability targets are always met. ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 3 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario Two An internal IT provider has developed its own applications for a number of years. Application development is carried out by a small team of developers. In general, the applications are considered to be successful by the business. The applications are well received by the users, who find them easy to use. In the past year, in order to meet the demands of the business, there has been an increase in the number of applications obtained from suppliers. Six months ago, a new application management team was established as part of a service management improvement project. Generally, the two functions work well together and the combination of application development and application management has improved many areas. User acceptance testing has improved, with the result that common issues and defects are identified earlier in the life of applications and documented as known errors. Deployment activities have improved because application management, application development and IT operations management functions are involved in release and deployment tasks. Additionally, application management has implemented a policy that when applications are obtained from suppliers, appropriate support is included in the contract. However, there are unresolved concerns over the day-to-day support of the applications. The IT operations management teams find that they cannot deal with all the issues that arise. One result is that service level targets for restoration of service are not always met. When incidents occur, IT operations management can deal with the common errors but is unable to provide more specialist support. This is compounded by inconsistencies in the application architectures, platforms and development methods. This means that each application is different, thus making incident and problem diagnosis more difficult and time consuming. Further, when applications are implemented utilizing new technology the IT operations management teams do not receive the necessary training. An additional issue is that the number of incidents that are related to capacity and performance is increasing. ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 4 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario Three A company has recently purchased a new event management support tool and the service operation team is in the process of installing and configuring the new tool. A question has arisen regarding the retention of data relating to events. All of the people involved have agreed that events that are classified as warnings or exceptions need to be retained for a lengthy period after the event has been dealt with. There are concerns regarding the amount of storage space that will be used and the sheer volume of data to be stored and potentially accessed. In response, some senior technical staff have proposed that events that are categorized as informational need only be retained for a minimal amount of time. A period of one week has been proposed, based on the assumption that if any follow-up issues have not occurred by then, they are extremely unlikely to occur at all. Other team members have argued that this is inadequate. The data may be needed for some time beyond this point, so should be retained indefinitely. A number of other requirements have emerged, which include the following: • The organization’s legal department has advised that there are legislative and compliance issues that require some data to be retained for up to six years • There have been a number of serious IT security breaches that the IT security team claim could have been avoided if they had had access to a history of event data for all categories. The security management team wants relevant data to be retained for at least one year • Problem management, capacity management and availability management have requested access to all event data to improve their trend analysis. All three have agreed to a retention period of six months ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 5 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario Four A travel company with branches worldwide has a small number of geographically dispersed service desks that act as the focal point for a common incident management process. The service desks are quite well regarded but are only open during standard business hours (generally 08:00 to 18:00 with some local variations). The business has asked for support to be made available 24 hours a day, but cost constraints are currently preventing this. A number of trends over the last few years have been identified: • There has been a gradual increase in the total number of incidents handled • An increasing percentage of the incidents handled are not, in fact, related to any sort of failure but are instead some form of service request from the users • More than 60% of all incidents are now service requests of some sort • There is some anecdotal evidence that higher priority failures are occasionally delayed or overlooked because of the volume of incidents and requests being handled at busy times A high-level analysis of the service requests handled over the last six months reveals the following break-down: Request Type Percentage Password change 35% Additional mailbox space allocation 11% Access to an existing application 9% A new desktop application 7% New user set-up 6% Access for temporary staff/contractor 3% Workstation move 3% Other (various) 26% ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 6 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario Five You are the recently appointed service desk manager of a national travel agency. The company has also appointed a problem manager. Both positions were created after a review of the IT department revealed that incident response times are failing to meet agreed targets. This is because the IT teams do not distinguish between incidents and problems and do not manage them separately. In some cases the result of this situation is that a service is not restored until IT has identified and implemented a full solution. The review also identified the following: • 25% of incidents are related to the main holiday booking service. This service is business critical • 10% of incidents are related to the financial management service • 40% of incidents are related to other services and general desktop issues • 25% of incidents are categorized as service requests The desktop incidents are a particular issue, as many seem to be recurring incidents and incur call- out charges from suppliers. To address the issue, you and the problem manager are developing incident and problem management processes based upon ITIL guidance. Currently you are working on a program of training and awareness for service desk and technical support staff. So far, you have agreed that: • The service desk will log the call and seek a resolution if available • Once the service is restored the service desk will check with the user and close the call if the user is satisfied. ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 7 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario Six A regional utility company has a five-year strategy to grow the business and better serve its customers. In support of that strategy, it has acquired two local companies. One is a gas provider, the other an electricity provider. Part of the strategy is to quickly assess the technical management function in place at each company and determine how to best integrate the two companies. You are a consultant and have been asked to develop a plan aimed at evaluating each acquired company’s technical management function and assessing its abilities. Your plan is to benchmark each function against ITIL best practices in an effort to determine its current capabilities and level of maturity. Your aim is to: • Ensure the function is providing the organization with the technical knowledge and expertise needed to manage the IT infrastructure • Determine whether the function is supporting the service lifecycle Your first step is to collect and review the documentation being produced, in an effort to determine how effectively technical management is performing its role. ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 8 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario Seven A large insurance company has recently identified the need to refresh the IT service management (ITSM) technology used to support the functions and processes within service operation. Organizational units have previously acquired or developed their own tools to meet specific requirements in their area, many of which are critical to the support of the IT services. This has led to an inconsistency in data and duplication of functionality throughout the organization. Investigations have revealed that a lack of knowledge and understanding about the hardware and software assets exists across the organization and a particular vulnerability has been identified with respect to software licence compliance. The organization is looking for a toolset that will facilitate a solution to this particular problem without necessarily having to embark upon a full physical audit of their widely distributed infrastructure. The organization operates from a number of geographical locations, which are all connected via a reliable network. The organization operates well-established processes but is keen to explore the benefits of adopting an ITSM lifecycle approach as recommended by ITIL guidance. Any new toolset must support the existing service management processes and improve communication within the IT functions. ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 9 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario Eight The IT department of a company has implemented several ITIL processes over the past two years. Accomplishments in the ITSM program so far include: • Improvement in incident and problem resolution rates • Reduction in failed changes due to effective change planning and deployment • High customer satisfaction as a result of negotiated service level agreements (SLAs) over two-thirds of business units The IT group is organized into the following departments: • Architecture and planning (A&P) – Managing key programs and setting standards for technology and processes • IT control – Responsible for auditing and compliance against set standards and policies: o Service level management o Change management • Data centre – Operational functions consisting of the following departments: o Operations bridge o Service desk o Mainframe management o Server management o Wide/Local area network management o Application support groups. The data centre departments focus on managing their own technology, and usually communicate as required when an incident, problem or change is initiated. Each department is responsible for monitoring and controlling its own technology. Monitoring reports are generally circulated to each system administrator, and a summary of performance and exceptions is submitted to department heads each month. A monthly report on key system performance from each department is supplied to IT control and used to compile SLA compliance reports. The organization is about to implement capacity and availability management processes. The project is being managed by the A&P manager. It is understood that the current approach to monitoring and control needs to change in order to address the requirements of these new processes. However, there is significant resistance from the data centre to allowing access to their data, or for any ‘interference’ in their monitoring activities or tools. ©The Official ITIL Accreditor 2012. The Swirl logo™ is a trade mark of the Cabinet Office. ITIL®is a registered trade mark of the Cabinet Office. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 1 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor ITIL ® Intermediate Lifecycle Stream: SERVICE OPERATION CERTIFICATE Sample Paper 1, version 6.1 Gradient Style, Complex Multiple Choice ANSWERS AND RATIONALES ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 2 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor Answer Key: Scenario Question Correct: 5 Marks 2 nd Best: 3 Marks 3 rd Best: 1 Mark Distracter: 0 Marks One 1 C B D A Two 2 B D C A Three 3 D B A C Four 4 C A D B Five 5 C B A D Six 6 D B C A Seven 7 A B C D Eight 8 D C A B ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 3 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor Answer and Question Rationale: QUESTION One Scenario One Question Rationale This question focuses on risks to successful service operation. It also requires understanding of the point that risks are often the result of a failure to address challenges and critical success factors. It should be noted that all the issues stated in the answer options are generic risks as described in the ITIL books. The purpose of the question is for candidates to demonstrate that they can identify those that are relevant to the scenario. MOST CORRECT (5) C Bullet 1 - Correct. The evidence for this is, first, that the scenario refers to escalating incidents and problems to specialists. Second, staff are too busy for cross-training. Bullet 2 - Correct. The evidence is in the reaction of business management to requests for staff not to bypass the service desk. Bullet 3 - Correct. The reference to motivated staff is evidence that this is not a risk. Bullet 4 - Correct. The second paragraph in the scenario refers to good portfolio management and good business cases. SECOND BEST (3) B Bullet 1 - Correct. The evidence for this is, first, that the scenario refers to escalating incidents and problems to specialists. Second, staff are too busy for cross-training. Bullet 2 - Incorrect. This is often a risk, but not in this case as there is evidence in the scenario of CMS, KEDB and event management tools. Bullet 3 - Incorrect. The evidence is in the reaction of business management to requests for staff not to bypass the service desk. Bullet 4 - Correct. The second paragraph in the scenario refers to good portfolio management and good business cases. THIRD BEST (1) D Bullet 1 - Incorrect. The reference to motivated staff is evidence that this is not a risk. Bullet 2 - Incorrect. This is a risk for many organizations; however, there is evidence in the scenario that it is not in this case. The second paragraph in the scenario refers to good portfolio management and good business cases. Bullet 3 - Correct. The excellent service strategy and service design processes along with the well-managed service portfolio are evidence of this. Bullet 4 - Incorrect. The reference to busy staff who have little time for cross-training of roles or sharing knowledge is evidence that they will not have time to become involved in other lifecycle activities. DISTRACTER (0) A Bullet 1 - Incorrect. The reference to motivated staff is evidence that this is not a risk. Bullet 2 - Incorrect. The fact there are SLAs in place, good service design processes and a record of good service achievement is evidence that this is not a risk. Bullet 3 - Incorrect. There is no reference in the scenario to service transition processes and the busy staff have little time to get involved in other lifecycle activities. This is evidence that lack of testing is a risk. Bullet 4 - Incorrect. The reference to busy staff who have little time for cross-training of roles or sharing knowledge is evidence that they will not have time to become involved in other lifecycle activities. Syllabus Unit / Module supported ITIL SL: SO08 Challenges, risks and critical success factors Blooms Taxonomy Testing Level Level 3 Applying – Use ideas, principles and theories in new, particular and concrete situations. Behavioural tasks at this level involve both knowing and comprehension and might include choosing appropriate procedures, applying principles, using an approach or identifying the selection of options. Level 4 Analysis –The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom, in workplace situations. Can separate concepts into component parts to understand ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 4 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor structure and can distinguish between facts and inferences. Application – Candidates must apply their knowledge of organizational risks and, specifically, of those evident in the scenario. Subjects covered Categories covered: • Challenges, risks and critical success factors Book Section Refs SO 9.1 – Challenges, risks and critical success factors – Challenges SO 9.2 – Challenges, risks and critical success factors – Critical success factors SO 9.3 – Challenges, risks and critical success factors – Risks Difficulty Easy ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 5 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor QUESTION Two Scenario Two Question Rationale This question focuses on an understanding of the activities of the application management, application development and IT operations management functions. Knowledge of these activities is applied to a scenario. Many of the activities in the answer options are performed by applications management; however, not all are relevant in the context of the scenario. MOST CORRECT (5) B Bullet 1 - Correct. The statement in the scenario regarding “inconsistencies in the application architectures, platforms and development methods” is evidence that application management has not developed and implemented a set of standards for application architecture. Bullet 2 - Correct. One of the activities of application management is to provide third-line support. In the scenario, IT operations management teams are able to deal with the more common issues i.e. general second- line support, but do not have access to specialist support i.e. third-line support. Bullet 3 - Correct. Most of the focus of the teams is on the functionality of the applications. There seems to be little focus on the operational and performance areas. There is no evidence in the scenario that testing for performance is carried out. Further, some of the incidents are related to capacity and performance issues. This would indicate a lack of understanding of the operational infrastructure requirements and a lack of application sizing and modelling. SECOND BEST (3) D Bullet 1 - Incorrect. This is an untrue statement. The scenario states that “user acceptance testing has improved” since application management has been involved. Bullet 2 - Correct. One of the main roles of the application management function is to be the custodian of the knowledge and expertise related to managing and operating applications. In this role it will be responsible for identifying training needs associated with new technology needed to operate applications. The scenario states that IT operations management does not receive this training; thus application management is failing to identify the need for this training. Bullet 3 - Correct. See answer C bullet 3. THIRD BEST (1) C Bullet 1 - Correct. See answer B bullet 1. Bullet 2 - Incorrect. The scenario states that application management is collecting and documenting known errors, both through testing and through a policy to obtain support from suppliers. Bullet 3 - Incorrect. The scenario does describe a lack of third-line support. However, it is the responsibility of application management, not application development, to identify and provide the resource for third-line support. DISTRACTER (0) A Bullet 1 - Incorrect. This is an untrue statement. Application management has put a policy in place to ensure that support is provided by suppliers. It is common practice that this support will include access to known errors. Bullet 2 - Incorrect. First, there is no evidence in the scenario that lack of user training is an issue. Second, it is the responsibility of application management to identify this need, not IT operations management. Bullet 3 - Incorrect. This is an untrue statement. The scenario states that all three functions (application management, application development and IT operations management) are involved in deployment. Syllabus Unit / Module supported ITIL SL: SO05 Organizing for service operation Blooms Taxonomy Testing Level Level 3 Applying – Use ideas, principles and theories in new, particular and concrete situations. Behavioural tasks at this level involve both knowing and comprehension and might include choosing appropriate procedures, applying principles, using an approach or identifying the selection of options. Level 4 Analysis – The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom, in workplace situations. Can separate concepts into component parts to understand structure and can distinguish between facts and inferences. ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 6 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor Application – The candidate must apply their knowledge of the application management and IT operations management functions and analyse how they are applied to the needs of the organization as described in the scenario. Subjects covered • Application management function • IT operations management function Book Section Refs SO 6.6 – Organizing for service operation – Application management function - in general, but especially; SO 6.6.1 – Organizing for service operation – Application management function - Application management roles SO 6.6.3 – Organizing for service operation – Application management function - Application management principles SO 6.6.5 – Organizing for service operation – Application management function - Application management generic activities SO 6.6.1 – Organizing for service operation – IT operations management function - in general Difficulty Moderate ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 7 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor QUESTION Three Scenario Three Question Rationale This question focuses on data retention in relation to event management. The question focuses on types of event, filtering events, and designing for event management. MOST CORRECT (5) D Bullet 1 - Consulting all the stakeholders will provide the most accurate picture of data retention needs. There is insufficient evidence in the scenario to know if all requirements have been gathered; thus a consultation must take place. The business must be involved in this consultation, especially as the legal department has an important requirement. Bullet 2 - By treating each event type separately and establishing a policy that matches the exact needs of each event type, no more and no less data than necessary will be retained. Bullet 3 - The policy must be documented and adhered to. SECOND BEST (3) B This answer incorrectly bases a policy on the needs of the IT teams mentioned and the legal team only. Bullet 1 - There is no evidence in the scenario that the legal requirement is the most important. Bullet 2 - It is correct to consult these teams. However, to base a policy on just the needs of these teams and the legal department is incorrect. Further, it is unlikely that a single policy of one year six months will address all needs and allow for efficient storage of the necessary data. Bullet 3 - It is correct to document the decision as a policy. THIRD BEST (1) A Bullet 1 - This is a reasonable approach. Bullet 2 - This is also a reasonable approach. Bullet 3 - To keep all data for more than six years on the basis of the legal requirement to retain some of the data for this period would be excessive. The only redeeming feature is that the probably small amount of data that may have been needed will definitely be available. DISTRACTER (0) C Bullet 1 and bullet 2 - It is clear from the scenario that data will be needed, at least for an initial period, long enough for trends to be established or problems requiring investigation to come to light. One week is likely to be totally insufficient for this. Bullet 3 - Informing the legal department of your actions is not the same as consulting them and addressing their needs. Syllabus Unit / Module supported ITIL SL: SO03 Service operation processes Blooms Taxonomy Testing Level Level 3 Applying – Use ideas, principles and theories in new, particular and concrete situations. Behavioural tasks at this level involve both knowing and comprehension and might include choosing appropriate procedures, applying principles, using an approach or identifying the selection of options. Level 4 Analysis – The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom, in workplace situations. Can separate concepts into component parts to understand structure and can distinguish between facts and inferences. Application – The candidate must apply event management process knowledge and how it relates to use and retention. The candidate must then analyse the options and distinguish how they must be prioritized based on the requirements outlined in the scenario. Subjects covered Categories Covered: • Event management Book Section Refs SO 4.1 – Service operation processes – Event management SO 4.1.4 – Service operation processes – Event management – Policies, principles and basic concepts SO 4.1.6 – Service operation processes – Event management – Triggers, inputs, outputs and interfaces Difficulty Moderate ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 8 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor QUESTION Four Scenario Four Question Rationale This question focuses on the value of self-help capabilities in helping relieve service desk throughput, and also brings in the potential value for an organization of separating the request fulfilment process from the incident management process. MOST CORRECT (5) C This proposal would offer the best potential solution, as it would address all of the potential difficulties currently being encountered. Handling service requests separately would create more focus so that they would not impact on higher-priority incidents. Furthermore, if implemented alongside a self- help capability, it is likely to make support available at all times (either through self-help or by allowing the service desk to open longer at no more cost – or both). SECOND BEST (3) A This answer represents a good approach to the issues. However, it is incorrect to state that access for staff/contractors is not a type of service request. It is true however that in some cases a separate access management process can be established but there is no evidence in the scenario that it is required. THIRD BEST (1) D New user set-ups and workstation moves are changes but are typically standard changes that can be handled as service requests. This solution does not address the primary issue of service requests dominating the incident management system. The secondary issue of providing self-help to allow some level of support outside standard office hours does have some merit. DISTRACTER (0) B There is no statistical evidence yet of any adverse impact but the trends are worrying and anecdotal evidence does exist. This answer ignores all of the issues: higher call rates, higher percentage of service requests, anecdotal evidence of adverse impact and users seeking extended hours. This answer also fails to address the business’ request for 24-hours-a-day support. Syllabus Unit / Module supported ITIL SL: SO03 Service operation processes ITIL SL: SO06 Technology considerations Blooms Taxonomy Testing Level Level 3 Applying – Use ideas, principles and theories in new, particular and concrete situations. Behavioural tasks at this level involve both knowing and comprehension and might include choosing appropriate procedures, applying principles, using an approach or identifying the selection of options. Level 4 Analysis – The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom, in workplace situations. Can separate concepts into component parts to understand structure and can distinguish between facts and inferences. Application – The candidate must apply their knowledge of request fulfilment and also be able to prioritize the organizational objective from the scenario to select the best application of ITIL guidance in this question. Subjects covered Categories Covered: • Request fulfilment • Technology - request fulfilment Book Section Refs SO 4.3 – Service operation processes – Request fulfilment SO 7.1.1 – Technology considerations – Self-help SO 7.4 – Technology considerations – Request fulfilment Difficulty Moderate ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 9 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor QUESTION Five Scenario Five Question Rationale This question focuses on the relationship between the incident management and problem management processes. MOST CORRECT (5) C This answer focuses on restoring service to the users as quickly as possible. Problem records should not automatically be created for each incident, but only when potential impact upon the business requires it. Bullet 1 - Correct. Incident priorities will be agreed through service level management and documented in service level agreements (SLA). This will ensure that incidents associated with critical services such as the holiday booking service will be prioritized in accordance with business needs and dealt with in agreed timescales. Bullet 2 - Correct. ITIL guidance states that in all cases, incident management will seek a resolution before a problem record is raised. This may involve escalation to second-line support first, who may be aware of a workaround that can be applied. Bullet 3 - Correct. There are many criteria for raising problem records. These include when a resolution cannot be identified, and when it is considered necessary to identify the root cause. SECOND BEST (3) B Bullet 1 - Correct. See answer C bullet 1. Bullet 2 - Incorrect. This answer implies that incidents related to the holiday booking service should be handled differently and escalated immediately before the service desk seeks a resolution. However, the agreed priorities in the SLA should ensure that all incidents are prioritized to suit the agreed business needs, so this step is unnecessary. Furthermore, there may be many actions that the service desk could take to resolve the incident without escalation to second-line support. Bullet 3 - Correct. See answer C bullet 3. THIRD BEST (1) A Bullet 1 - Partially correct. Incident priority should be based on impact and urgency but the answer does not mention that it should be agreed in advance through the service level management process. Bullet 2 - Incorrect. This answer incorrectly states that a problem record should be raised immediately for recurring desktop incidents. The incident should be investigated by second-line support first who may be aware of a workaround that can be applied. It should not automatically be assumed that this is a new problem. Bullet 3 - Correct. It is true that if a problem has been raised and resolved a known error will be created. DISTRACTER (0) D Overall, this answer does not represent much of an improvement over the existing situation. Bullet 1 - Incorrect. Priority should not be based on urgency alone. Bullet 2 - Incorrect. This answer confuses the incident and problem processes. J ust because an incident is escalated to second-line support does not mean it is a problem. Bullet 3 - Correct. See answer A bullet 3. Syllabus Unit / Module supported ITIL SL: SO03 Service operation processes Blooms Taxonomy Testing Level Level 3 Applying – Use ideas, principles and theories in new, particular and concrete situations. Behavioural tasks at this level involve both knowing and comprehension and might include choosing appropriate procedures, applying principles, using an approach or identifying the selection of options. Level 4 Analysis – The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom, in workplace situations. Can separate concepts into component parts to understand structure and can distinguish between facts and inferences. Application – The candidate must demonstrate a thorough knowledge of both the incident and problem management processes and analyse how the correct process flow should be documented according to the organization’s needs identified in the scenario. ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 10 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor Subjects covered Categories Covered: • Incident management • Problem management Book Section Refs SO 4.2 – Service operation processes – Incident management, in general but especially; Figure 4.3 Incident management process flow SO 4.2.4.2 – Service operation processes – Incident management – Policies, principles and basic concepts - Principles and basic concepts SO 4.2.6 – Service operation processes – Incident management – Triggers, inputs, outputs and interfaces SO 4.4.4.2 – Service operation processes – Problem management – Policies, principles and basic concepts - Principles and basic concepts Difficulty Moderate ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 11 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor QUESTION Six Scenario Six Question Rationale This question tests the candidates’ understanding of technical management activities and how technical management interfaces with other stages of the lifecycle. This question also tests understanding of the various documents produced by technical management. The question requires an understanding of the dual role of technical management: • The custodian of technical knowledge and expertise related to managing the IT infrastructure • Providing the actual resources to support the service lifecycle In addition, the answer options refer to the following areas of technical management • The generic technical management activities • Measuring technical management performance • Technical management documentation MOST CORRECT (5) D This answer implies the greatest understanding of the dual roles of technical management. It also reflects the simple checks that can be used to gauge an organization’s ITSM maturity. Bullet 1– Refers to the first role, that of acting as the custodian of technical knowledge. A mature organization will be conducting skills inventories, training (including training for users, the service desk and other groups) and keeping records. These are generic activities of technical management. Bullet 2 – Technical management is involved in all service operation processes and so should be producing process metrics. The function is also responsible for “reporting on technical and service capabilities, e.g. capacity and performance management, availability management, problem management, etc.” Bullet 3 – Focuses on the second role (providing resources to all stages of the service lifecycle). This answer reflects the need for technical management to be involved in proactive service design activities (e.g. there should be evidence in the availability and capacity plans that technical management is involved in activities such as modelling and workload forecasting). Bullet 4 – This answer reflects the need for technical management to be involved in service transition activities such as change and release management. Bullet 5 – Accurately reflects documents that technical management is involved in drafting. SECOND BEST (3) B This answer is good but does not include some of the characteristics of maturity. Most of the information given is appropriate, but it is not as complete as answer D. It does not demonstrate a full understanding of the technical management function. Bullet 1 – Correctly identifies some of the documentation required to check that the organization is the custodian of technical knowledge, but is not as complete as answer D bullet 1. It fails to mention keeping training records and also fails to mention that technical management designs and delivers training to users, the service desk and other groups. Bullet 2 – Appropriately evaluates whether technology is being properly maintained. Bullet 3 – Fails to mention participation by technical management in the availability and capacity management process vs. just project planning (which is also important). Bullet 4 – Same as answer D bullet 5. Bullet 5 – Fails to recognize technical management’s role in service operation processes other than problem management. THIRD BEST (1) C This answer would yield some insight into the organization’s maturity but focuses too much on reactive activities. The answer does not demonstrate the second role of being involved in all stages of the lifecycle. There is no mention of technical management’s role in the service transition processes at all. Bullet 1 - Conducting a skills inventory rather than asking the company for ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 12 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor it, takes away from the consultant’s ability to gauge the company’s maturity. A good technical management function should already be producing this documentation. Bullet 2 – Fails to mention participation by technical management in the availability and capacity management process vs. just project planning (which is also important). Bullet 3 – Focuses on service operation activities only. Bullet 4 – Same as answer D bullet 5. Bullet 5 – Focuses on service operation activities only. DISTRACTER (0) A This answer is wrong. It reflects a reactive, technology-centric view and fails to mention technical management’s role in the service design and service transition processes. It also fails to mention technical management’s role in service operation processes other than incident management. Bullet 1 - Conducting a skills inventory rather than asking for those documents from the company takes away from the consultant’s ability to gauge the company’s maturity. A good technical management function should already be producing this documentation. Bullet 2 – This answer looks only at training plans for technical management and fails to mention keeping records. Bullet 3 – This answer fails to mention many of the documents technical management is responsible for producing. Bullets 4 and 5 – Focus only on incident management. Syllabus Unit / Module supported ITIL SL: SO05 Organizing for service operation Blooms Taxonomy Testing Level Level 3 Applying – Use ideas, principles and theories in new, particular and concrete situations. Behavioural tasks at this level involve both knowing and comprehension and might include choosing appropriate procedures, applying principles, using an approach or identifying the selection of options. Level 4 Analysis – The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom, in workplace situations. Can separate concepts into component parts to understand structure and can distinguish between facts and inferences. Application – The candidate must apply their knowledge of the technical management function and analyse how the dual role can be applied to the organization’s objective as outlined in the scenario. Subjects covered Categories Covered: • Technical management Book Section Refs SO 6.4.3 – Organizing for service operation – Technical management – Generic technical management activities SO 6.4.6 – Organizing for service operation – Technical management – Measuring technology management performance SO 6.4.7 – Organizing for service operation – Technical management – Technical management documentation Difficulty Hard ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 13 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor QUESTION Seven Scenario Seven Question Rationale This question focuses on the generic requirements for technology to support service operation as it relates to the issues described in the scenario. The scenario describes a number of needs that must be fulfilled by the solution: • Eliminate the inconsistency and duplication of existing tools • Address the software compliance vulnerability • Avoid full physical audits • Take into account the geographically dispersed nature of the company • Utilize data from existing tools • Support service management processes and improve communication MOST CORRECT (5) A This answer addresses all the issues described in the scenario. Bullet 1 - A CMS is vital to improve the consistency and accuracy of data stored. Relationship mapping is also crucial to meet the need of the organization to leverage benefits across the lifecycle. Bullet 2 - Automated discovery will be of great benefit to the organization and will help to address issues associated with their geographic spread. Additionally, this functionality directly addresses the need for better control of software licences. Bullet 3 - A workflow (process) engine directly addresses the need to support the existing service management processes and improve communication. Bullet 4 - Integration with existing tools will improve the return on investment of new tools by allowing existing data and tools to be used. SECOND BEST (3) B All the features described in this answer can be provided by an integrated service management toolset. However, some of the points fail to address important aspects that are relevant to the scenario, and other issues from the scenario are ignored. Bullet 1 - See answer A bullet 1. Bullet 2 - See answer A bullet 2. Bullet 3 - Self-help is a common feature of an integrated toolset and can provide huge benefits. However, it fails to address any of the issues described in the scenario. Bullet 4 - The ability to generate reports is a common feature of an integrated toolset and can provide huge benefits. However, it fails to address any of the issues described in the scenario. THIRD BEST (1) C This answer misses the point about the need for automated discovery/auditing and the requirement to identify variances between licenses deployed and license details held. Bullet 1 - Implies that only financial information is stored in the CMS. This is incorrect. Bullet 2 - Describes only manual data input. The situation in the scenario clearly requires the use of automated discovery and audit tools. Bullet 3 - See answer A bullet 3. Bullet 4 - Does address the needs for integration with existing tools, but only mentions export not import of data. DISTRACTER (0) D This answer ignores most of the issues described in the scenario. Bullet 1 - Describes a CMDB not a CMS. Bullet 2 - Consistency with existing ways of working is not necessarily a benefit if those ways of working are incorrect. Training should always be provided for new tools. Bullet 3 - Correctly describes the need to integrate with existing tools. Bullet 4 - Remote control is a valuable functionality but does not address any of the issues described in the scenario. Syllabus Unit / Module supported ITIL SL: SO06 Technology considerations Blooms Taxonomy Testing Level Level 3 Applying – Use ideas, principles and theories in new, particular and concrete situations. Behavioural tasks at this level involve both knowing and comprehension and might include choosing appropriate procedures, applying principles, using an approach or identifying the selection of options. ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 14 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor Level 4 Analysis – The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom, in workplace situations. Can separate concepts into component parts to understand structure and can distinguish between facts and inferences. Application – The candidate must apply their knowledge of generic ITSM technology requirements and distinguish which of those requirements must be present for the toolset to support the organization’s needs as they have been described in the scenario. Subjects covered Categories Covered: • Technology considerations Book Section Refs SO 7 – Technology considerations SO 7.1 – Technology considerations – Generic requirements Difficulty Moderate ©The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 15 of 15 Version 6.1 (Live) Owner – The Official ITIL Accreditor QUESTION Eight Scenario Eight Question Rationale This question focuses on the role of one of the common service operation activities – monitoring and control. The question explores the scope and nature of monitoring and control as well as the relationship between the various functions and the operational aspects of managing services. Key to this question is the concept that, although monitoring and control activities are generally performed by operational teams, they are not purely related to individual systems or departments. MOST CORRECT (5) D This answer is the most correct in that it most closely identifies the scope of monitoring and control, as well as the fact that all groups need to be involved in defining monitoring and control measures. It also articulates the role of the technical, application and operations management functions in defining and executing monitoring and control. SECOND BEST (3) C This is a feasible solution, but not optimal. It concentrates too much on the needs of the capacity and availability management processes without integrating these needs with the needs of the other departments. Furthermore, it does not consider the need to ensure that the capacity and availability management processes take into account all levels of monitoring from component to customer experience. THIRD BEST (1) A This approach recognizes that all teams should be working together, and that monitoring and control activities are broader than just managing items under an individual department’s control. However, it is highly doubtful that moving more highly skilled individuals from a technical or application department into a purely monitoring and control role on the operations bridge will be successful. Most people of this skill level will be de-motivated, and this approach still does not resolve how the technical departments will get involved in the earlier stages of the lifecycle. DISTRACTER (0) B There are two major problems with this answer. First, all processes have an operational phase. In the case of availability and capacity management, a large proportion of monitoring and control will tend to be operational by nature. Excluding these groups will result in duplication of monitoring and further antagonism between the groups. Second, it is very doubtful whether the A&P manager will be able to access the systems needed to produce these reports when the political situation remains as it is. Syllabus Unit / Module supported ITIL SL: SO04 Common service operation activities ITIL SL: SO05 Organizing service operation Blooms Taxonomy Testing Level Level 3 Applying – Use ideas, principles and theories in new, particular and concrete situations. Behavioural tasks at this level involve both knowing and comprehension and might include choosing appropriate procedures, applying principles, using an approach or identifying the selection of options. Level 4 Analysis – The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom, in workplace situations. Can separate concepts into component parts to understand structure and can distinguish between facts and inferences. Application – The candidate must apply their knowledge of monitoring and control activity and distinguish from among all of the relevant activities, which one of the set of options will address as many of the organization’s objectives as described in the scenario. Subjects covered Categories Covered: • Monitoring and control • Technical, application and operations management functions • Service operation roles Book Section Refs SO 5.1 – Common service operation activities – Monitoring and control SO 6.4, SO 6.5, SO 6.6 – Organizing for service operation – Functions (technical, IT operations and application management functions) SO 6.7 – Organizing for service operation – Roles Difficulty Hard
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