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NEW QUESTION: 1
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 satelliteservices)
Infrastructure Services (planning, installing and maintainingthe PSTN and mobile
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 internalservice provider)
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 asabarrier 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.
As part of the major refresh of IT systems, it has been agreed that theexisting ITIL processes of Incident and Problem Management are notperforming adequately. Recent surveys indicate that:
- A high percentage of incidents are being escalated tosecond linesupport staff - There is inconsistency in the knowledge captured fordiagnosing and resolving incidents and problems - Problem Management is predominantly reactive and typicallyonly executed when a large volume of incidents are identifiedto be of a common root cause
- There is little handover of knowledge (including documentationof Known Errors) for many releases deployed, creatingsignificant workloads for the support groups in the weeksfollowing deployment.
Which of the following responses BEST represents the way in whichyou would seek to improve the situation?
A. You understand the need for compliance to the definedprocesses, as currently many staff do not follow prescribedguidelines and procedures. Your efforts focus on improvingcompliance to the Incident and Problem Managementprocesses by: Auditing the processes, seeking where exceptions todefined procedures occur Running awareness sessions to communicate the valueand importance of the processes in place Modifying existing systems and tools so that improvecompliance to existing processes Evaluating which groups are underperforming to identifyany training that needs to occur
B. You communicate the need to review the situation, invitingvarious stakeholders from the IT departments and otherbusiness units to discuss the issues at hand. Your mainconcern is the lack of communication between various ITgroups, so to improve this you focus on: Improving the Release Policy to be adhered to by thevarious Release & Deployment teams, stating thedocumentation and knowledge transfer requirements forthe different types of releases performed. Developing guidelines, procedures and associatedincentives for the capture of knowledge relating toincidents, problems and general service requests. Conducting training and awareness sessions on therequirements for documentation and knowledge capture. Rotating developers and second line staff through theService Desk every three months Develop consistency in the Early Life Support provided bydesign/specialist staff for major releases Improving the interfaces between Incident and Problem Management, particularly those around escalation andproblem detection. Scheduling regular Proactive Problem Managementreviews, which will look at trends in incidents andproblems, and to identify vulnerable infrastructurecomponents. Developing metrics that will be used to evaluate the valueand performance of the Incident and ProblemManagement processes.
C. You communicate the need to understand more about thecurrent issues, so you invite the Service Desk, Incident,Problem and Release & Deployment managers to a meetingto review the situation. Your main concern is the lack ofdocumentation and knowledge being recorded by various ITgroups, so to improve this you focus on: Defining the requirements for knowledge capture andtransfer (including Known Errors) so that allcommunication is improved Improving the tools and systems used for by the variousgroups for knowledge capture and transfer Creating rules for the escalation of incident and problemsso that higher level support groups are not overloaded Develop consistency in the Early Life Support provided bydesign/specialist staff for major releases Assigning responsibility to the lead infrastructure architectto oversee Proactive Problem Management. Conducting training on how to use the refreshed Incidentand Problem Management processes. Rotating Service Desk staff through higher level supportteams every three months Developing performance metrics to be reviewed forIncident and Problem Management
D. You understand the need to review current practices, soyou compare current practices against those described inthe ITIL volume of Service Operation. You perform a gapanalysis, and realize most of the issues relate toinadequate knowledge capture and sharing. You focus onimproving this by: Reviewing the tools and systems used, and develop abusiness case for acquiring new Knowledge ManagementSoftware to be used by the IT division. Creating rules for the escalation of incident and problemsso that higher level support groups are not overloaded Improving the level of documentation and knowledgecapture by running incentive programs rewarding staff forthe number of contributions made to the knowledgebase Conducting training on how to use the refreshed Incidentand Problem Management processes. Developing performance metrics to be reviewed forIncident and Problem Management
NEW QUESTION: 2
The board members of a financial institution have been supplied with tablets to conduct their annual meeting. Information discussed in the board room is sensitive in nature and should not be allowed onto the Internet. The operating system on the tablets has been updated to backup all information to the cloud. Which of the following would allow the administrator to learn about this feature before the meeting takes place in one week?
A. An annual security conference that occurs in two weeks
B. The vendor's monthly magazine
C. The vendor's technical weekly review
D. The vendor's daily feature announcement