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NEW QUESTION: 1
Scenario
Vericom is a leading provider of government, business and consumer telecommunication services, and is currently seeking ways in which to improve its utilization of IT services to drive growth across its' multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is comprised of the following business units:
Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)
Infrastructure Services (planning, installing and maintaining the PSTN and mobile network
infrastructure)
VericomTV (Pay TV)
Consumer Sales and Marketing (including 400 Vericom retail outlets)
Business and Government
Finance and Administration
Information Technology Services (Shared Service Unit, however some business units also have their
own internal service provider)
Human Resources
Vericom Wholesale (for wholesale of Vericom infrastructure services)
Due to the extensive scope of infrastructure deployed and large employee and customer base, Vericom continues to rely on legacy systems for some critical IT services; however this is seen as a barrier to future organizational growth and scalability of services offered. The CIO of Vericom has also raised the concern that while improvements to the technology utilized is important, this also needs to be supported by quality IT Service Management practices employed by the various IT departments.
The project of improving the IT Service Management practices employed by Vericom has been outsourced to external consultants who are aware of the major IT refresh that is going to be occurring over the next 24 months.
Refer to the scenario.
As part of the major refresh of IT systems, it has been agreed that the existing ITIL processes of Incident and Problem Management are not performing adequately. Recent surveys indicate that:
A high percentage of incidents are being escalated to second line support staff
There is inconsistency in the knowledge captured for diagnosing and resolving incidents and problems
Problem Management is predominantly reactive and typically only executed when a large volume of
incidents are identified to be of a common root cause
There is little handover of knowledge (including documentation of Known Errors) for many releases
deployed, creating significant workloads for the support groups in the weeks following deployment.
Which of the following responses BEST represents the way in which you would seek to improve the situation?
A: You understand the need to review current practices, so you compare current practices against those described in the ITIL volume of Service Operation. You perform a gap analysis, and realize most of the issues relate to inadequate knowledge capture and sharing. You focus on improving this by:
Reviewing the tools and systems used, and develop a business case for acquiring new Knowledge
Management Software to be used by the IT division.
Creating rules for the escalation of incident and problems so that higher level support groups are
not overloaded
Improving the level of documentation and knowledge capture by running incentive programs
rewarding staff for the number of contributions made to the knowledgebase Conducting training on how to use the refreshed Incident and Problem Management processes.
Developing performance metrics to be reviewed for Incident and Problem Management
B: You communicate the need to review the situation, inviting various stakeholders from the IT departments and other business units to discuss the issues at hand. Your main concern is the lack of communication between various IT groups, so to improve this you focus on:
Improving the Release Policy to be adhered to by the various Release & Deployment teams, stating
the documentation and knowledge transfer requirements for the different types of releases performed.
Developing guidelines, procedures and associated incentives for the capture of knowledge relating
to incidents, problems and general service requests.
Conducting training and awareness sessions on the requirements for documentation and
knowledge capture.
Rotating developers and second line staff through the Service Desk every three months
Develop consistency in the Early Life Support provided by design/specialist staff for major releases
Improving the interfaces between Incident and Problem
Management, particularly those around escalation and problem detection.
Scheduling regular Proactive Problem Management reviews, which will look at trends in incidents
and problems, and to identify vulnerable infrastructure components.
Developing metrics that will be used to evaluate the value and performance of the Incident and
Problem Management processes.
C: You understand the need for compliance to the defined processes, as currently many staff do not follow prescribed guidelines and procedures. Your efforts focus on improving compliance to the Incident and Problem Management processes by:
Auditing the processes, seeking where exceptions to defined procedures occur
Running awareness sessions to communicate the value and importance of the processes in place
Modifying existing systems and tools so that improve compliance to existing processes
Evaluating which groups are underperforming to identify any training that needs to occur
D: You communicate the need to understand more about the current issues, so you invite the Service Desk, Incident, Problem and Release & Deployment managers to a meeting to review the situation.
Your main concern is the lack of documentation and knowledge being recorded by various IT groups, so to improve this you focus on:
Defining the requirements for knowledge capture and transfer (including Known Errors) so that all
communication is improved
Improving the tools and systems used for by the various groups for knowledge capture and transfer
Creating rules for the escalation of incident and problems so that higher level support groups are
not overloaded
Develop consistency in the Early Life Support provided by design/specialist staff for major releases
Assigning responsibility to the lead infrastructure architect to oversee Proactive Problem
Management.
Conducting training on how to use the refreshed Incident and Problem Management processes.
Rotating Service Desk staff through higher level support teams every three months
Developing performance metrics to be reviewed for Incident and Problem Management
A. Option D
B. Option A
C. Option C
D. Option B
Answer: D
NEW QUESTION: 2
You are asked to design a secure enterprise WAN where all payload data is encrypted and branch sites communicate directly without routing all traffic through a central hub.
Which two technologies would accomplish this task? (Choose two.)
A. MPLS Layer 3 VPN
B. Auto Discovery VPN
C. group VPN
D. AutoVPN
Answer: A,B
NEW QUESTION: 3
A. Option D
B. Option B
C. Option A
D. Option C
Answer: C
Explanation:
On-demand self service refers to the service provided by cloud computing vendors that enables the provision of cloud resources on demand whenever they are required. In on-demand self service, the user accesses cloud services through an online control panel.
On-demand self service resource sourcing is a prime feature of most cloud offerings where the user can scale the required infrastructure up to a substantial level without disrupting the host operations.
References: https://www.techopedia.com/definition/27915/on-demand-self-service
NEW QUESTION: 4
A. 0
B. 1
C. 2
D. 3
Answer: B
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