ITIL Intermediate Capability Stream:

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1 ITIL Intermediate Capability Stream: OPERATIONAL SUPPORT AND ANALYSIS (OSA) 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 The Swirl logo is a trade mark of the Cabinet Office. ITIL is a registered trade mark of the Cabinet Office. ITIL Intermediate Capability OSASample1 SCENARIO BOOKLET v6.1. Page 1 of 9

2 Scenario One A large travel agency has several locations delivering travel services which include flights, accommodation, and special package deals. In addition to visiting the agency branch locations, customers can book travel online or by telephone. Both branch and call centre staff rely on IT services for booking flights and accommodation, and printing tickets, itineraries and invoices. The head office deals with corporate and administrative activities. A year ago, in an attempt to improve IT services, the IT department introduced ITIL service management processes and practices. Most of the service management processes have been in place for six months and there have been some perceived improvements in the level of service. During the last two months, however, some complaints have been received regarding poor levels of service from the service desk. These include telephone calls not being answered quickly enough and service desk agents taking too long to provide first-line support. The number of complaints seems to increase whenever a new release of the main booking system, TravelBook, is deployed. A major release of TravelBook is planned for next month. The service desk manager is working with the release and deployment manager to improve the support from the service desk during this deployment. In order to plan this support, the release and deployment manager has suggested that the service desk manager review reports of the relevant metrics used by the service desk. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 SCENARIO BOOKLET v6.1. Page 2 of 9

3 Scenario Two In an effort to reduce costs and avoid having to expand its corporate headquarters, a large company has made the decision to launch a telecommuting programme. Participants in this programme will work at home using corporate laptops and will access corporate systems via the Internet. Participants will commute to the corporate headquarters no more than once a month and will utilize designated work areas which will be reserved in advance, much like a hotel room. An initial pilot of the programme is in the planning stage and will involve 100 senior employees. No more than five employees per department may participate in the programme and participants must have at least five years of service with the company. It is expected that, in time, the programme will be expanded considerably and may grow to include thousands of employees. The corporate headquarters comprises three large buildings. Open work areas are available in each of these buildings. Optimally, telecommuters will reserve a work area in the building where the telecommuter s supervisor and team members reside. At times, however, telecommuters may have to walk from one building to another to attend meetings, participate in training classes, and other activities. Telecommuters will scan their corporate badge to gain access to the buildings. They will proceed to the reserved cubicle and check-in using an online reservation system called TOffice. You represent the service desk and are participating on a team that is determining what changes must be made to the access management process to accommodate this new programme. The access management process is working well and is based on ITIL best practices. The organization adopted ITIL more than ten years ago and its IT service management practices are, in general, quite mature. The team working on this project includes representatives from human resources, information security management, and all of the service operation functions. Following a revision of the new information security policy and an initial brainstorming session, the team is preparing to present a recommendation to management. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 SCENARIO BOOKLET v6.1. Page 3 of 9

4 Scenario Three During a weekly staff meeting, members of the service desk mention that they have recently noticed an increase in the number of incidents affecting laptops used by the sales team. The sales team has an expensive marketing campaign underway and complaints have found their way to senior management. You are the problem manager and have been asked to join the meeting. You ask the analysts to participate in a quick brainstorming session so that you can better understand the problem. The analysts agree that the problem seems to be hardware-related as the incidents include hard drive and memory failures, and broken fans. The analysts also notice that, in some cases, the PCs are repaired only to fail again. The analysts speculate that the hard drive and memory failures are the most frequently recurring issues. You agree to raise a problem record and leave the meeting to begin assembling a problem-solving group to investigate and diagnose the root cause. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 SCENARIO BOOKLET v6.1. Page 4 of 9

5 Scenario Four A service desk manager has advised the operations support management team that a feasibility study on replacing the current service desk software is being conducted. The aim is to replace the current software with a newer, more sophisticated tool. The service desk manager is looking to establish the team s requirements and is asking for your input. The service desk operates on weekdays from 08:00 through to 18:00, although the actual business hours of the administration centre are 09:00 to 17:00 Monday to Friday. When the service desk is closed, the service desk telephones divert to the data centre operations staff. You are the data centre manager and your team actively monitors the entire infrastructure, batch scheduling, tape handling requirements, storage capacity and availability levels. You have some software tools in place but all of the systems are fragmented and there is no centralized database holding this information to enable trends to be established against the patterns of business activity. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 SCENARIO BOOKLET v6.1. Page 5 of 9

6 Scenario Five A successful company has grown through a series of acquisitions and now consists of several business units worldwide, each with its own IT organization. The company has made the decision to consolidate its IT organizations into a single, shared services unit and adopt ITIL best practices. Each IT organization handles incidents and service requests through a series of loosely defined procedures. Change management procedures are enforced only for significant changes and existing service management tools range from simple, in-house-developed databases to, in the case of one IT organization, a commercially-developed incident tracking system. Most of the organizations have some form of configuration management database (CMDB) and a shared knowledgebase, and both are working well within some of the IT organizations. A decision has been made to eliminate all in-house-developed systems. The team using the commercially-developed system believes its tool will work enterprise-wide if it is upgraded to the current release and customized with some additional capacity. Management has made it clear that whichever tool is selected, it must enable: Process integration and automation capabilities Implementation of a configuration management system (CMS) Self-help for users. Several managers have seen other commercial tools that will also meet the organization s needs. As there is a long holiday weekend in two months time, there is growing pressure to make a decision quickly and use the forthcoming holiday weekend to deploy the new system. You have been asked to lead the IT service management programme. During a staff meeting with service operation managers, you are asked to recommend the best way to proceed with selecting a service management tool. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 SCENARIO BOOKLET v6.1. Page 6 of 9

7 Scenario Six IT services offered by an organization s IT department are designed, developed and operated internally by a team of IT professionals with various skill sets and skill levels. Some specialized services were designed by external vendors that still provide second and third-level support. The IT department is currently organized into application and technical management silos, with little interaction between teams. A recent baseline assessment uncovered the following issues: New systems are being commissioned but without adequate training to support either personnel or users Some senior technical staff are performing entry level tasks while expensive contractors, who lack the business knowledge, are hired to work on the design of technical architecture and performance standards for new services, or to perform applications-sizing and modelling activities Application error codes are not always traceable to the correct errors and some application error messages are not clearly worded System and user documentation are out of date Ineffective performance and availability reporting due to inaccurate data There is confusion within IT regarding who is responsible for managing the technical vendors. A recent customer satisfaction survey highlighted similar training errors and documentation-related issues. As a result of the assessment, management decided that an improvement programme needs to be launched to streamline its IT operations, reduce costs and improve its IT resource utilization. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 SCENARIO BOOKLET v6.1. Page 7 of 9

8 Scenario Seven The IT service management tool suite within a small IT organization is currently down and unusable. While the response team works on restoring service the service desk manager has a slowly growing list of service requests. The following requests have already been logged, categorized and prioritized: # Request Requestor A new toner cartridge is needed for the shared office printer. Please advise if there will be any service downtime over the weekend. User User 003 Where do I find process documentation? Manager 004 Give user access permissions to the HR time-tracking application. Manager Without the tool to drive the process the service desk manager needs to process the requests within the parameters of the request fulfilment process. The list will need to be extended to record the subsequent steps. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 SCENARIO BOOKLET v6.1. Page 8 of 9

9 Scenario Eight A computer games retailer has had a very aggressive business growth pattern. This growth has been achieved by opening many new outlets and, most significantly, by purchasing three other companies in the computer games market. It has also expanded its head office premises where a number of administrative and support services will be centralized. The IT systems that the original company used were basic and were not managed or supported by clearly defined processes. The three new companies are similar, although one specializes in internet sales which have now become a significant part of overall business revenue. The IT director (an employee for many years) has decided that the quality of IT service delivery is essential in ensuring IT services support the business s ambitious plans for further growth. The internet sales company has some expertise in ITIL and the IT director is now convinced that ITIL is a trusted framework which will enable the company to achieve its goals. An external assessment has concluded that the current incident management process of the original company is lacking maturity and that a good starting point would be to review the service desk function and ensure commonality across the organization. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 SCENARIO BOOKLET v6.1. Page 9 of 9

10 ITIL Intermediate Capability Stream: OPERATIONAL SUPPORT AND ANALYSIS (OSA) 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 The Swirl logo is a trade mark of the Cabinet Office. ITIL is a registered trade mark of the Cabinet Office. ITIL Intermediate Capability OSASample1 QUESTION BOOKLET v6.1. Page 1 of 10

11 Question One Refer to Scenario One Which one of the following sets of metrics can BEST be used to determine the cause of poor support levels and plan improvements? A. Metric Percentage of changes responded to within the target time. Incident first-line support fix rate per IT service. Breakdown of telephone calls by travel type, e.g. flight, accommodation, package. Number of voic messages received. Description of usage To identify which requests take the longest to handle, particularly TravelBook. To identify whether service desk agents have appropriate technical knowledge. To identify which systems cause the most problems. To identify if user training is required for voic usage. B. Metric Volume of telephone calls per IT service, per hour of the day, by day. Average duration of telephone calls broken down by IT service and service desk agent. Number of incidents logged by IT service, type and by user department. Incident first-line support fix rate per IT service. Description of usage To identify patterns in call volume, staff numbers and shift patterns. To indicate time spent on each call, possibly indicating weak areas. To identify trends by incident type and source of call to establish issues with TravelBook. To identify whether service desk agents have appropriate technical knowledge and information. C. Metric Number of telephone calls to the service desk. Description of usage To indicate if target number of calls is achieved. Number of incidents closed. To indicate trends in call closure. Number of changes raised. To identify which requests take longest to handle. Number of telephone calls not answered. This may indicate errors in the telephone system. Question continues overleaf The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 QUESTION BOOKLET v6.1. Page 2 of 11

12 Question continued D. Metric Percentage of telephone calls answered within target time. Percentage of changes responded to within target time. Number of TravelBook calls as a percentage of all calls by day. Number of telephone calls received within service desk hours compared with calls received outside service desk hours. Description of usage This may indicate staff or shift pattern problems. To identify which requests take longest to handle, particularly TravelBook To identify increases in TravelBook calls during deployment. To identify if service desk hours are well-known, or if longer support hours are required. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 QUESTION BOOKLET v6.1. Page 3 of 11

13 Question Two Refer to Scenario Two Which one of the following options is the BEST set of access management-related activities that must be undertaken to accommodate the telecommuter programme? A. Create a service request model for use in authorizing or revoking telecommuter status Identify managers authorized to grant telecommuter access requests Identify any potential role conflicts and determine how they will be resolved Establish access monitoring and control to ensure rights are being properly used Work with incident management to resolve incidents caused by incorrect telecommuter access settings B. Update the information security policy to include programme rules and regulations Add the telecommuter programme to the service catalogue and create service level agreements Create a user profile for each employee participating in the telecommuter pilot Use a request for change to grant pilot participants access to the TOffice application Ensure building security is notified immediately when a telecommuter s employment is terminated C. Create a service request model for use in authorizing or revoking telecommuter status Create a telecommuter group and reflect associated rights in the directory of services Establish access monitoring and control to ensure rights are being properly used Measure telecommuter access requests, instances of access granted, and related incidents Work with incident management to resolve incidents caused by incorrect telecommuter access settings D. Create a service request model for use in authorizing or revoking telecommuter status Identify any potential role conflicts and determine how they will be resolved Use a request for change to grant pilot participants access to the TOffice application Use the directory of services to grant and manage TOffice access and rights Revoke access immediately when a telecommuter s employment is terminated The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 QUESTION BOOKLET v6.1. Page 4 of 11

14 Question Three Refer to Scenario Three Which one of the following options BEST reflects how ITIL best practices and problem management can be used to resolve this problem? A. Log the problem and record the results of the brainstorming session in the description field. Categorize the problem using the problem management coding system. Work with the desktop support team to recreate the problem in the lab and establish all possible causes. Verify that only the hard drive and memory failures recur, and conduct tests to determine whether the fan is the most probable cause. Use the configuration management system (CMS) to identify all affected PCs and initiate a project to proactively replace the fans. Raise a known error record with step-by-step procedures on how to replace the fan. B. Log the problem and cross-reference it to related incidents. Record all available details including the results of the brainstorming session. Categorize the problem in the same way as the incidents. Raise a known error record for information purposes. Use the CMS to understand fully how extensive the problem is and assign an appropriate priority. Engage the desktop support team and proceed to define and describe the problem, establish all possible causes, and begin testing the most probable cause. C. Record and publish the minutes of your meeting with the service desk team. As senior management is involved, log a known error and, in it, direct the service desk to assign all desktop incidents a high priority. Meet with the desktop support team and use a Pareto chart to determine the most likely cause of the PC failures. Target the most likely cause first, formulate a plan aimed at proactively repairing the sales team s laptops, and record that plan in the known error database. D. Log and categorize the problem and cross-reference it to all related incidents. Assign a high priority to it. Raise a known error record that provides a diagnostic script for handling similar incidents. Work with the desktop support group to define and describe the problem, including its identity, location, time and scope. Use incident data to determine the specific model of PC which is failing and the cause of those failures. Install that same model in the lab so the failure can be recreated without affecting users, and begin testing the most probable cause. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 QUESTION BOOKLET v6.1. Page 5 of 11

15 Question Four Refer to Scenario Four As the data centre manager, which one of the following options BEST describes your requirements of the service desk software? A. The service desk provides coverage for full business hours, so there are no specific data centre requirements for the service desk tool capability. The only general ongoing requirement linked to the service desk is the requirement to ensure that the tool permits the reporting and management of any infrastructure incidents, as does the current tool today. B. The service desk provides coverage for full business hours, so there are no specific data centre requirements for the service desk tool capability. Although it would be good to have an automated link to the new software, it is not essential. The only requirement is to ensure that the tool permits the reporting and management of any infrastructure incidents, as does the current tool today. C. The data centre s main requirement from the service desk software is to be able to automate event management; since often it will relate to ongoing incident management which the data centre is also accountable for. Furthermore, as the data centre team takes the service desk calls after hours, it will need to be able to support the same requirements as the service desk. D. The data centre s main requirement from the service desk software is to be able to automate the operational processes and infrastructure management functions, enabling much-needed reductions in personnel numbers to be made. Since data centre staff provide the service desk after-hours, these savings could be made by offering personnel the chance to remain as second line support, thereby keeping valuable years of experience. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 QUESTION BOOKLET v6.1. Page 6 of 11

16 Question Five Refer to Scenario Five Which one of the following approaches is BEST for implementing a new tool that addresses the needs of this organization? A. To gain buy-in, examine the existing commercially-developed system and determine if it can support existing procedures enterprise-wide. Decide to either continue using it or prove that it fails to satisfy the requirements of the new shared services unit Determine how many additional dedicated licences would be needed to use the existing system and produce a budget for their procurement. Compare that with the cost of acquiring a new system Launch an awareness campaign and encourage senior management to show visible support for a common system Raise a request for change (RFC) and assess the impact of deploying a common system enterprise wide B. Raise an RFC for the change and ensure all stakeholders are involved in assessing its impact and in scheduling the change Examine existing procedures and update as needed to reflect ITIL best practices Create a statement of requirements for an integrated ITSM tool that enables the centralization of key processes and interfaces with other tools (for example, the existing knowledgebase) Select the solution, determine how many dedicated licences will be needed to deploy the new system enterprise-wide, and produce a budget for their procurement C. Establish a project. Raise an RFC for the new system and begin promoting awareness of the project Use ITIL guidance to examine and formalize each process that the toolset will support and establish a common way of working across all organizations Create a statement of requirements for an integrated ITSM toolset that enables the centralization of key processes and interfaces with other tools (for example, the existing knowledgebase) Select the solution and create a licensing structure for the new system. Secure funding for its procurement, upgrade, deployment and ongoing maintenance D. Raise an RFC and schedule the change for the forthcoming holiday weekend Create a statement of requirements for an integrated ITSM toolset which reflects all of the mandatory requirements that the tool must satisfy along with the number of dedicated licences required Conduct a capacity check to ensure existing laptops, desktops and the network can handle the new system. Raise additional RFCs as needed Ask senior management to communicate the importance of the new system and encourage its use The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 QUESTION BOOKLET v6.1. Page 7 of 11

17 Question Six Refer to Scenario Six You are an ITIL Expert hired to help with the improvement effort. Based on the issues identified in the scenario which one of the following recommendations BEST addresses the improvement needs at this point in time? A. Ensure that technical and application management staff are responsible for maintaining system documentation Document escalation paths to ensure that failures detected by technical or application management functions are escalated to IT operations in a timely manner for resolution Ensure that application management resources are involved in the design and correction of application-related error messages B. Ensure that IT operations resources are actively involved in the definition of problem classification and coding and in the validation and maintenance of the known error database (KEDB) Ensure that IT operations is accountable for flaws in the design and testing of new IT services Ensure that IT operations monitors and manages specialized external vendors C. Restructure the IT organization s technical resources based on their skill set in IT operations in order to optimize resource utilization Ensure that technical and application management are involved in the design and support of IT services Ensure that the technical and applications management functions design and deliver documentation and user training in a timely manner D. Ensure that technical and application management staff are responsible for maintaining system documentation Ensure that technical management resources are actively involved in the definition of problem classification, coding, and in the validation and maintenance of the KEDB Ensure that IT operations delivers user training in a timely manner The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 QUESTION BOOKLET v6.1. Page 8 of 11

18 Question Seven Refer to Scenario Seven To ensure the process is followed correctly the service desk manager wants the list not only to be in the correct sequence but also to have an accurate description for each of the steps. Which of the following options gives the correct steps to service request fulfilment? A. Authorization - No work should take place to fulfil any of the requests until they have been properly authorized. Service requests that cannot be properly authorized should be closed and returned to the requestor. Review - Determine the proper function to fulfil the requests. Execution - The appropriate request model should be chosen for each of the requests, based on the type of request being fulfilled. The process steps and activities indicated in the model are then executed by the function to fulfil the request. Close - Service desk checks that the requests have been fulfilled and closes the requests. B. Authorization Fulfil the requests, as service requests are pre-authorized requests. Execution The pre-authorized, pre-determined model for service requests should be followed while the function is fulfilling the requests, to ensure a consistent set of actions are always undertaken and to minimize the risk of delays or failures. Review - A review is carried out to determine what was done correctly, what was done incorrectly and what can be done better in the future. Close - Service Desk checks that the requests have been fulfilled and closes the requests. C. Authorization No work should take place to fulfil any of the requests until they have been properly authorized. Service requests that cannot be properly authorized should be updated and returned to the requestor. Review - Determine the proper functions that will fulfil the requests. Execution The appropriate request model should be chosen for each of the requests, based on the type of request being fulfilled. The process steps and activities indicated in the model are then executed by the function to fulfil the request. Close Service desk checks that the requests have been fulfilled, and that the users are satisfied and willing to agree that the requests can be closed. Question continues overleaf The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 QUESTION BOOKLET v6.1. Page 9 of 11

19 Question continued D. Authorization Fulfil the requests, if the requestors are authorized to make the request. If not, the requests should be updated as rejected and returned to the requestors. Execution - The appropriate request model should be chosen for each request, based on the type of requests being fulfilled. The process steps and activities indicated in the model are then executed by the function to fulfil the request. Review Review the fulfilment to ensure the requests have been carried out correctly and the proper procedures were followed. Close - Service desk checks that the requests have been fulfilled and closes the requests. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 QUESTION BOOKLET v6.1. Page 10 of 11

20 Question Eight Refer to Scenario Eight Which one of the following sequences of activities BEST describes what this organization should do in support of the business goals? A. Centralize the service desk in the head office and train staff Implement a new service desk tool enabling incidents to be appropriately recorded Define the incident management process. Although the emphasis is on the incident management process, it is essential that request fulfilment, problem management, event management and change management are fully implemented at the same time, as they all have significant interfaces into incident management. B. Centralize the service desk in the head office Assess the incident management processes of the three other companies Define a new incident management process based on ITIL. Once the incident management process has been agreed, documented and approved, a service management tool can be implemented and the staff trained to use the product. Integration with event management, request fulfilment, service level management and problem management can then be implemented so that the interfaces can be fully utilized. C. Implement a central service desk in the head office with local service desks at three other locations, all utilizing the same tool Share information between the service desks via an integrated configuration management system (CMS) Define the incident management process. Once the incident management process has been documented and approved, a service management tool can be implemented in all locations and the staff and customers trained to use the product. It is intended that the tool will be used for several other processes. Full integration with event management, request fulfilment, service level management and problem management should be planned for even though these processes will not be implemented immediately. D. Centralize the service desk in the head office Assess the incident management processes and service desk functions of the three other companies Revise the process based on ITIL and existing processes, tailoring it to fit the four separate elements of the business. Once the incident management process and service desk function have been agreed, documented and approved, a service management tool can be selected and implemented and the staff and customers trained to use the product. As the company plans on implementing the ITIL framework, full process integration should be planned even though each of the processes will not be implemented immediately. The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 QUESTION BOOKLET v6.1. Page 11 of 11

21 ITIL Intermediate Capability Stream: OPERATIONAL SUPPORT AND ANALYSIS (OSA) CERTIFICATE Sample Paper 1, version 6.1 Gradient Style, Complex Multiple Choice ANSWERS AND RATIONALES The Official ITIL Accreditor The Swirl logo is a trade mark of the Cabinet Office. ITIL is a registered trade mark of the Cabinet Office. ITIL Intermediate Capability OSASample1 ANSWERSandRATIONALES v6.1. Page 1 of 13

22 Answer Key: Scenario Question Correct: 5 Marks 2 nd Best: 3 Marks 3 rd Best: 1 Mark Distracter: 0 Marks One 1 B D C A Two 2 C A D B Three 3 B A D C Four 4 C D B A Five 5 C B A D Six 6 C A D B Seven 7 C A D B Eight 8 D B C A The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 ANSWERSandRATIONALES v6.1. Page 2 of 13

23 QUESTION One Scenario One Question Rationale This question focuses on the different service desk metrics that may be used to measure its effectiveness. MOST CORRECT (5) B These are all well-described objective metrics with plausible rationales. They allow the service desk manager to extract the right information to address the complaints of fix time, fix rates and unanswered calls to the service desk. SECOND BEST (3) D This answer option is missing some obvious metrics which link in with the current complaints, and those that are accurate are not well-described. Also time to respond to changes is not something over which the service desk has control. THIRD BEST (1) C The metrics are in the right area but are very subjective, that is they are not broken down in a way that allows information to be extracted. Also the rationales are vague and in some cases wrong. DISTRACTER (0) A Most of these metrics indicate nothing of use to the service desk manager in identifying poor support levels. Syllabus Unit / ITIL SC: OSA07 - Service desk Module supported 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. Subjects covered Book Section Refs Difficulty Application The candidate must apply their knowledge of service desk metrics to determine which of them can identify the issues described in the scenario. Categories Covered: Service desk metrics that can be used to measure its effectiveness and efficiency. SO Measuring service desk performance Moderate The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 ANSWERSandRATIONALES v6.1. Page 3 of 13

24 QUESTION Two Scenario Two Question Rationale This question assesses the candidate s understanding of access management activities, concepts and interfaces. MOST CORRECT (5) C This answer best describes activities that must be undertaken to accommodate the telecommuter programme. Note that a new information security policy is referred to in the scenario and so it is not necessary to refer to it again here. Note also that access management is working well and so there is no need to design or redesign the process. This question looks simply at how to introduce a new service. Creating a service request model is an appropriate trigger given the maturity of this organization As all telecommuters will be granted the same set of access and rights, adding a group is an effective way to grant and manage these privileges Monitoring and control mechanisms and measures are both extremely important Working with incident management to resolve incidents caused by incorrect telecommuter access settings ensures those incidents are being tracked and resolved as quickly as possible. SECOND BEST (3) A This answer is good and each bullet is technically correct. It is not the BEST answer as it does NOT refer to: Creating a telecommuter group Using the directory of services to grant and manage access to that group Producing measures THIRD BEST (1) D This answer has some merit, however it is missing many important considerations. For example, it does NOT refer to: Creating a telecommuter group (bullet 4) and granting access to all of the applications and services telecommuters will need in addition to TOffice. For example, they may need to be granted the right to dial in or use virtual private network (VPN) connections Producing measures Working with incident management to resolve incidents caused by incorrect telecommuter access settings. Bullet 3 - While it is appropriate to use a request for change as a trigger, particularly for large-scale service introductions, it is unlikely that TOffice is the only application or service telecommuters will need to access. Bullet 5 While revoking access when a telecommuter s employment is terminated is important, it is likely, given the maturity of this organization, that all access to any and all services is revoked immediately. There are also other conditions that may warrant revocation of telecommuter status (transfers, promotions, retirement) and so this answer is too specific. DISTRACTER (0) B This answer is wrong. Bullet 1 - The scenario indicates the information security policy has been updated. Furthermore, this activity would not be the responsibility of access management Bullet 2 Access management grants access to services in the service catalogue and so it would already have been updated and SLAs would already be in place. Furthermore, these activities would not be the responsibility of access management Bullet 3 - As only existing employees can participate in the programme, a user profile is not needed. Employees would only need to be granted access to the applications and services required by the telecommuter programme Bullet 4 - While it is appropriate to use a request for change as a trigger, particularly for large-scale service introductions, it is unlikely that TOffice is the only application or service telecommuters will need to access The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 ANSWERSandRATIONALES v6.1. Page 4 of 13

25 Syllabus Unit / Module supported Blooms Taxonomy Testing Level Subjects covered Book Section Refs Difficulty Bullet 5 This answer recommends only notifying building security and so really has no value. Furthermore, given the maturity of this organization, it is likely that access to any and all services (including building access) is revoked immediately upon termination. ITIL SC: OSA06 Access management 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. Application The candidate must apply their knowledge of the access management process and in particular the triggers and activities which will create the desired outcome to address the new telecommuter programme. Categories Covered: Access management, triggers, activities SO Service operation processes Access management Process activities, methods and techniques Remove or restrict rights SO Service operation processes Access management Triggers, Input outputs and interfaces SO Service operation processes Access management Information management Users, groups, roles and service groups SO Service operation processes Access management Critical success factors and key performance indicators. Hard The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 ANSWERSandRATIONALES v6.1. Page 5 of 13

26 QUESTION Three Scenario Three Question Rationale This question focuses on problem management activities, methods and techniques. It contains a subtle reference to problem management s relationship with incident and service asset and configuration management (SACM). MOST CORRECT (5) B This answer correctly reflects problem management best practices including logging the problem, linking it to related incidents and recording the results of the brainstorming session. The best practice of categorizing the problem in the same way as incidents is described, along with using the CMS to determine the impact of the problem and assist in diagnosing it. The reference to assigning an appropriate priority is fine, as the fact that senior management is hearing about complaints does not necessarily warrant the immediate assignment of a high priority. The reference to raising a known error record for information purposes is appropriate guidance and the Kepner and Tregoe stages are accurately described. SECOND BEST (3) A This answer has some merit but incorrectly references using the problem management coding system. Best practice states that problems must be categorized in the same way as incidents. Prioritizing the problem is not referenced and this answer also fails to reference the first two Kepner and Tregoe stages (define and describe the problem). The references to using the CMS and raising a known error record are both appropriate. THIRD BEST (1) D This answer is good but the scenario does not provide sufficient information to warrant a high priority. The answer does not mention recording the results of the brainstorming session, nor does it mention using the CMS to determine the impact of the problem and assist in diagnosing it. The reference to raising a known error record that provides a diagnostic script is appropriate guidance and the Kepner and Tregoe stages are accurately described. DISTRACTER (0) C This answer is wrong. It does not mention logging, categorizing or prioritizing the problem. The scenario does not provide sufficient information to warrant the guidance regarding assigning a high priority to incidents. Other omissions include recording the results of the brainstorming session, using the CMS and the Kepner and Tregoe stages. Syllabus Unit / ITIL SC: OSA05 Problem management Module supported 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. Subjects covered Book Section Refs Difficulty Application The candidate must apply their knowledge of the problem management process flow and activities and identify how this can be best used to resolve the issues described in the scenario. Categories Covered: Problem management SO Service operation processes Problem management Process activities, methods and techniques Problem detection SO Service operation processes Problem management Process activities, methods and techniques Problem logging SO Service operation processes Problem management Process activities, methods and techniques Problem categorization SO Service operation processes Problem management Process activities, methods and techniques Problem prioritization SO Service operation processes Problem management Process activities, methods and techniques Problem investigation and diagnosis SO Service operation processes Problem management Process activities, methods and techniques - Raising a known error record Moderate The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 ANSWERSandRATIONALES v6.1. Page 6 of 13

27 QUESTION Four Scenario Four Question Rationale To be able to understand the importance of event management and to recognize that, although service operations processes will not always be performed by the service desk, the requirements of the process are the same regardless of who is performing the function. MOST CORRECT (5) C You have recognized that event management is a significant requirement of the data centre operations team and that normal operation events need to be monitored and recorded, as well as exception conditions. Furthermore, you have recognized that the operations team are undertaking the service desk function out of hours, and therefore need to be able to provide the same process responsibilities as the service desk in order to ensure that all business services are maintained. SECOND BEST (3) D You have recognized that the monitoring tools already in place are valuable and that the functionality needs to continue, to be improved and even replaced if possible. However, you have not looked at all the services that the operations team provide in terms of a pseudo-service desk but have concentrated on cost savings, which may not prove beneficial to the business. THIRD BEST (1) B You have recognized that the monitoring tools already in place are valuable and that the functionality needs to remain, but you have only looked at the possibility of integrating what is already there rather than replacing or enhancing the functionality as a requirement. DISTRACTER (0) A It is not appropriate to dismiss the benefits the tool may be able to offer to the operations team, particularly as the operations team provide out-of-hours service desk support. It is also stated that the operations team have some event management tools in place and therefore these requirements should be considered. Syllabus Unit / ITIL SC: OSA02 - Event management Module supported 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. Subjects covered Book Section Refs Difficulty Application The candidate must apply their knowledge of event management, the service desk function, and the role of the data centre in operational support. The candidate must then distinguish between the specific and general requirements to also use the service desk tool after hours, and the linkage to the software for incident management which the data centre is also accountable for. Categories Covered: Event management SO 4.1 Service operation processes - Event management Moderate The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 ANSWERSandRATIONALES v6.1. Page 7 of 13

28 QUESTION Five Scenario Five Question Rationale This question assesses the candidate s understanding of best practices relating to technology selection and implementation. MOST CORRECT (5) C This answer best addresses both best practice guidance and the needs of this organization. Despite the pressure, two months is entirely too short a period of time for implementing a change of this magnitude. What is needed is a formal project that will ensure requirements are determined and that the needs of all stakeholders are considered. This is the only answer that stresses examining and formalizing processes (versus. procedures) and touches on establishing a common way of working (a phrase that is used in multiple times). It also suggests using ITIL guidance to examine and formalize the processes. A statement of requirements is a critical first step when evaluating and selecting technology. A licensing structure can be used to determine the best combination of licences (dedicated, shared, web) needed to deploy the system in a costeffective way. Funding considers not only procuring the licences but also deployment and ongoing maintenance. SECOND BEST (3) B This answer is good but lacks a few specifics. It fails to recommend using a formal project management approach (as prescribed in 8.2) and promoting awareness. While it mentions updating procedures, it fails to address the need to examine and formalize processes before selecting a tool and establishing a common way of working. It also mentions updating the procedures to reflect ITIL best practice without first examining the procedures to ensure that all best practices are appropriate to the needs of the organization. It mentions determining how many dedicated licences are needed, but fails to consider other types of licences (for example, shared, web, etc.) that may enable a more cost-effective solution. It also fails to recommend budgeting for deployment and ongoing maintenance activities. THIRD BEST (1) A This answer has some merit but is generally off the mark. Examining the existing system without first determining requirements is a waste of time and effort. This answer also mentions ensuring the system can support existing procedures rather than more formalized common processes developed using ITIL guidance. This answer mentions determining how many dedicated licences are needed but fails to consider other types of licences (for example, shared, web) that may enable a more cost-effective solution. It also fails to recommend budgeting for deployment and ongoing maintenance activities Encouraging senior management to show visible support for a common system (as opposed to common processes) is too weak a recommendation for a change of this magnitude. Senior management must communicate policies and expectations regarding process compliance in clear and meaningful ways. While this answer may be viewed as having merit, it is off the mark in terms of its technology-centric approach. Launching an awareness campaign and raising an RFC are both valid steps. The answer fails, however, to recommend using a formal project management approach. DISTRACTER (0) D This answer is wrong. It is missing altogether too many of the elements of the 5-mark answer. For example, it does not mention establishing a project or promoting The Official ITIL Accreditor ITIL Intermediate Capability OSASample1 ANSWERSandRATIONALES v6.1. Page 8 of 13

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