최신EXIN ITIL Service Capability Operational Support and Analysis - ITILSC-OSA무료샘플문제
문제1
Scenario
Brewster's is a toy factory that has been in business for 30 years.The company started with a small family run shop and has grownconsistently over the years. They are now supplying toy storesnationwide and are considered to be the primary supplier of children'scollectable novelty erasers.
Brewster's IT department is relatively small (currently 15 staff) butefficient. They have recently employed an IT Manager in an attemptto improve the management of the infrastructure, as well as moreeffective use of resources and identification of areas for improvement.
The Brewster's management teams do not have a lot of ITknowledge. The newly appointed IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is appropriatethere are currently no formal processes in place. On starting with thecompany the IT Manager completed an internal assessment of the ITinfrastructure - including staff skills analysis, and collated the resultsfrom customer satisfaction surveys completed over the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
Overall a consistent satisfaction level. However, responsescompleted during the past 12 months show an increase incustomers who were unsatisfied with call waiting times whencontacting the service desk for help with online orders andrequests for information.
-
--
Customers added the following additional comments:
"Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress"
"Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests"
-
Results from Staff Skills Analysis:
-
Staff, in general, have a good knowledge of IT systems and abasic understanding of the business processes andobjectives. However, staff are not well informed of upcomingreleases of new or changed services and not given adequateinformation to relay to the customers.
--
-
Staff added the following additional comments:
"Communication between Service Operationdepartments has become inefficient -
there aremeetings for the sake of meetings, but the importantinformation we need
to know to do our day to day jobsis lacking"
"I still don't know what half of the people do, that workin the IT department!"
Results from General IT Infrastructure assessment:
-
Lack of event monitoring and planning Lack of input from Operational Support departments intoService Design Lack of skill and information sharing across the OperationalSupport teams with regards to Incident, Problem,Workarounds and Known Error data. Little to no proactive activities being carried out.
---
Refer to Scenario Which of the following options would be most suitable to address theissues identified from the Customer Satisfaction Survey?
Scenario
Brewster's is a toy factory that has been in business for 30 years.The company started with a small family run shop and has grownconsistently over the years. They are now supplying toy storesnationwide and are considered to be the primary supplier of children'scollectable novelty erasers.
Brewster's IT department is relatively small (currently 15 staff) butefficient. They have recently employed an IT Manager in an attemptto improve the management of the infrastructure, as well as moreeffective use of resources and identification of areas for improvement.
The Brewster's management teams do not have a lot of ITknowledge. The newly appointed IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is appropriatethere are currently no formal processes in place. On starting with thecompany the IT Manager completed an internal assessment of the ITinfrastructure - including staff skills analysis, and collated the resultsfrom customer satisfaction surveys completed over the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
Overall a consistent satisfaction level. However, responsescompleted during the past 12 months show an increase incustomers who were unsatisfied with call waiting times whencontacting the service desk for help with online orders andrequests for information.
-
--
Customers added the following additional comments:
"Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress"
"Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests"
-
Results from Staff Skills Analysis:
-
Staff, in general, have a good knowledge of IT systems and abasic understanding of the business processes andobjectives. However, staff are not well informed of upcomingreleases of new or changed services and not given adequateinformation to relay to the customers.
--
-
Staff added the following additional comments:
"Communication between Service Operationdepartments has become inefficient -
there aremeetings for the sake of meetings, but the importantinformation we need
to know to do our day to day jobsis lacking"
"I still don't know what half of the people do, that workin the IT department!"
Results from General IT Infrastructure assessment:
-
Lack of event monitoring and planning Lack of input from Operational Support departments intoService Design Lack of skill and information sharing across the OperationalSupport teams with regards to Incident, Problem,Workarounds and Known Error data. Little to no proactive activities being carried out.
---
Refer to Scenario Which of the following options would be most suitable to address theissues identified from the Customer Satisfaction Survey?
정답: D
문제2
Technical Management is NOT responsible for?
Technical Management is NOT responsible for?
정답: A
문제3
Which of the following is NOT an example of a Service Request?
Which of the following is NOT an example of a Service Request?
정답: D