Service Operation. Scenario One

Transcription

1 Service Operation Scenario One A large corporation completed implementing a new IT service management framework last month and has selected its new service management tools. The new processes of the framework are being followed by the staff, but there are several major gaps in functionality with existing service management tools that require manual workarounds to be performed. The extra effort is placing considerable pressure on the organization to implement the new tools as soon as possible. The new service management tools can be introduced in a phased implementation because of their modular nature, but the IT department has been holding out to implement these tools as a whole solution to address all the functionality issues at once and take advantage of the new features. The tools must be deployed to all 55,000 workstations in the company to take advantage of the remote support of desktop PCs feature and improve IT support and reduce costs. In addition, business managers are resistant to an implementation at this scale. Being a global corporation, many of the company s IT services operate 24 hours a day, seven days a week. These services have a 99.8% availability service level to prevent the business from being without these services for longer than 3 hours. The weekends are dedicated for performing essential maintenance in short periods of downtime. The corporation has made some investment in gathering and storing support data from the existing tools, though the accuracy and integrity of the data is suspect. Before the data is migrated to the new system, a decision requires the value of the data to be evaluated.

2 Question One You are the release and deployment manager. You must consider the best approach for implementing the new service management tools, while creating minimal disruption to the business. Which of the following options is the MOST likely approach for deploying the service management tools while addressing the issues of the situation? 1. A formal release and deployment management process should handle the software deployment with planning and scheduling done in conjunction with the change management process. If manual intervention is required, such as rebooting the system, the users should be warned in advance. To reduce the risk to live services and map schedules to local working platforms, a phased approach to software deployment shall be taken. No data will be migrated to the new system to avoid the risk of supporting redundant and incorrect data. Existing data will be archived and made available offline to meet any subsequent requirements. 3 Points 2. Release and deployment management will handle the software deployment and do so by combining with other deployments to leverage specialist technical resources. The deployment will be scheduled based on the best possible opportunity and users will be informed when their workstations will be updated. A big bang approach to software implementation will be taken to achieve maximum benefit from the new tool set. This will happen across the global organization during the first available weekend. For any data that should be retained in the new system, users will be asked to re-input the legacy data. 0 Points 3. A formal release and deployment management process should handle the software deployment with schedule reflecting business needs. During the planning and scheduling of the deployment, users should be consulted to establish the best option for manual interventions, such as rebooting the system. A phased approach shall be taken to reduce the risk to live services and allow schedules to match local working patterns. Existing data will require careful planning to properly migrate, cleanse, verify, and allow different parts of the organization to access different tools during the transition period. 5 Points 4. A formal release and deployment management process should handle the software deployment with schedule reflecting business needs. If manual intervention is required, users should be placed on call. A big bang approach to software implementation will be taken to achieve maximum benefit from the new tool set. This will happen across the global organization during the first available weekend. No data from the existing systems will be migrated, due to its unreliability. 1 Point Question Two The IT department is attempting to improve its monitoring, reporting, and control capabilities out of service operations. The operations manager is sponsoring a project to create multiple monitor control loops that will be used to define and enforce control in the environment. Which of the following BEST describes the required information and level of detail for creating a monitor control loop in this scenario?

3 1. A monitor control loop requires an understanding of the activity being monitored, specifically its performance and expected output. The activity, its performance, and its output will be monitored by the system and compared to a defined norm, which can be perceived as a threshold or a target. Depending on the nature of the norm, a control is put into place that will impact the activity and its output according to a rule set. 3 Points 2. A monitor control loop requires an understanding of the process being monitored, specifically its performance and expected output. The process, its performance, and its output will be monitored by the system and compared to a defined norm, which can be perceived as a threshold or a target. Depending on the nature of the norm, a control is put into place that will impact the process and its output according to a rule set. 1 Point 3. A monitor control loop requires an understanding of the service being monitored, specifically its performance and expected output. The service, its performance, and its output will be monitored by the system and compared to a defined norm, which can be perceived as a threshold or a target. Depending on the nature of the norm, a control is put into place that will impact the service and its output according to a rule set. 0 Points 4. A monitor control loop requires an understanding of the configuration item being monitored, specifically its performance and expected output. The configuration, its performance, and its output will be monitored by the system and compared to a defined norm, which can be perceived as a threshold or a target. Depending on the nature of the norm, a control is put into place that will impact the configuration item and its output according to a rule set. 5 Points Question Three You need to assign accountability for service operation processes to different service operation functions. Which of the following provides the BEST separation of process control over the functions of service operations? A. 1 Point Event C RC RC AR Access R RC RC R Incident AR RC RC RC Problem RC RC RC AR B. 5 Points Event C RC RC AR Access AR RC RC R Incident AR RC RC RC Problem RC RC RC AR

4 C. 3 Points Event C RC RC AR Access R RC AR R Incident AR RC RC RC Problem RC AR RC RC D. 0 Points Event C RC RC AR Access AR RC RC R Incident AR RC RC RC Problem AR RC RC AR Question Four Which of the following BEST describes the four characteristics of processes? 1. Processes describe actions. Processes have specific results. Processes describe dependences. Processes respond to specific events. 1 Point 2. Processes are measurable. Processes have specific results. Processes have customers. Processes respond to specific events. 5 Points 3. Processes are measurable. Processes describe actions. Processes have customers. Processes respond to specific events. 3 Points 4. Processes describe actions. Processes are necessary. Processes describe dependences. Processes are strategic assets. 0 Points

5 Scenario Two A computer company relies on IT services to perform the design, manufacturing, marketing and sales of all its products and services. While the general perception of the IT department is good, much improvement is needed. A well-established incident management process exists and the service level targets for resolving incidents are consistently met. A number of repeat incidents occur and users believe too much time is taken to resolve the underlying cause. You have been appointed as the problem manager for this issue. In the past, some effort has been made to distinguish between incidents and problems but led to inconsistent results. The following issues have been the result: of the records coming from the service desk and second or third-line service providers. escalated to second-line support. The IT support effort has focused on managing incidents because of the ineffectiveness of the problem management process.

6 Question One Your experience in problem management provides you understanding in the value of proactive and reactive problem management. Unfortunately, the number of incidents is increasing because of the lack of resolution at the root cause. Senior management is concerned that the problem will soon be out of control. They are pressuring you to take decisive action to resolve the issues as quickly as possible. Which of the following options BEST summarizes the initial approach needed to address the issues? 1. Procedures should be established to tell the service desk and support staff when problem records should be created. A set of common categories should be established for use by both incident and problem management. The tools should be reconfigured to prevent automatic creation of problem records when escalated to second-line support. The service desk and support groups should be trained in the new procedures and how to distinguish between incidents and problems. 5 Points 2. The problem management process should be reviewed and a service improvement plan created to instigate any needed improvements. A set of common categories should be established for use by both incident and problem management. A priority code matrix and definitions should be established and shared among the process areas of incident, problem and change management. New procedures should be implemented and the staff trained as necessary. 1 Point 3. The service desk staff should be advised not to create problem records. A procedure should be established where the problem manager and the service desk manager review all incidents daily and create problem records as necessary. Frequent and regular analysis of incident and problem data should be implemented to identify trends as they become discernible. A service improvement plan should be established to identify and implement further improvements. 0 Points 4. Procedures should be established to tell the service desk and support staff when problem records should be created. Frequent and regular analysis of incident and problem data should be implemented to identify trends as they become discernible. A mechanism for carrying out major problem reviews should be established. Working with the service desk manager, agree on a plan to improve the procedure and tools for identifying similar incidents and linking them to problems. 3 Points Question Two Which of the following BEST describes the events that trigger the creation of a problem record? 1. The service desk escalates an incident that cannot be resolved upon first contact. Second or third line support must investigate the source of an incident further and wants to suspend the clock for resolution time. An entry is not available in the known error database for an incident type. 0 Points 2. One or more incidents or events are identified with the same or similar characteristics, indicating a clear pattern or trend. Potential faults or known deficiencies are identified, verified, and/or communicated about a product or service. No workaround for an incident can be found in the known error database. 1 Point 3. One or more incidents or events are identified with the same or similar characteristics, indicating a clear pattern or trend. Potential faults or known deficiencies are identified, verified, and/or communicated about a product or service. The resolution time for a particular incident is unacceptable and further investigation is required. 5 Points

7 4. Potential faults or known deficiencies are identified, verified, and/or communicated about a product or service. The resolution time for a particular incident is unacceptable and further investigation is required. A review of incident reports identified an emerging pattern in the type or attributes of a series of incidents. 3 Points Question Three As the new problem manager, you want to create and maintain an effective problem management service. Your initial effort in distinguishing incidents and problems has provided you some credibility with the organization, especially with the service desk and IT technical teams. Your core team is highly skilled and represents the major areas of the IT organization. They have good relationships with the technical and design teams, who also contribute substantially to problem resolution. Which of the following options would BEST enable growth and improvement in problem management service? 1. Development and training of the business impact of problem management. Development and training of techniques for identifying root causes for all technical teams and the service desk. Development and training of the technical and business aspects of the supported service in the IT organization. 1 Point 2. A regular assessment of the incident management process and tools and its interface with problem management. Development and training of techniques for identifying root causes for all technical teams and the service desk. Integration of problem management with service asset and configuration management, particularly in the investigation and resolution of problems. 5 Points 3. Building a good relationship between first-, second-, and third-line support. Development and training of the technical and business aspects of the supported service in the IT organization. Development of the pre-qualification criteria for incidents. 0 Points 4. A regular assessment of the incident management process and tools and its interface with problem management. Integration of problem management with service asset and configuration management, particularly in the investigation and resolution of problems. Development and training of the business impact of problem management. 3 Points Question Four What are the BEST key performance indicators for the given scenario? 1. Size of current problem backlog for each IT service. Number of repeat incidents for each IT service. Percentage of incidents closed by the service desk without reference to other levels of support. 3 Points 2. The number of major problems (opened and closed and backlog). Size of current problem backlog for each IT service. The backlog of outstanding problems and the trend (static, reducing, or increasing). 1 Point 3. The number and percentage of problems incorrectly assigned. The number and percentage of problems incorrectly categorized. The number and percentage of problems exceeding their target resolution times. 0 Points 4. The backlog of outstanding problems and the trend (static, reducing, or increasing). Number of repeat incidents for each IT service. Percentage of incidents closed by the service desk without reference to other levels of support. 5 Points