ITIL Intermediate Lifecycle Stream:

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1 ITIL Intermediate Lifecycle Stream: CONTINUAL SERVICE IMPROVEMENT (CSI) CERTIFICATE Sample Paper 2, version 6.1 Gradient Style, Complex Multiple Choice QUESTION BOOKLET Gradient Style Multiple Choice 90 minute paper Eight 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 Lifecycle CSISample2 QUESTION BOOKLET v6.1. Page 1 of 10

2 Question One Refer to Scenario One Which one of the following options BEST represents the scope of the assessment for the company at this time? A. The scope of the assessment should cover only the processes. The technology does not need to be included as it is less than two years old and is not causing any issues Since most IT employees have been with the company for more than 15 years, it is understandable that there will be some relationship and co-operation issues In order to view whether the processes are aligned with ITIL, the assessment should include process governance and management information B. The scope of the assessment should cover people, process, and technology Although the technology is less than two years old, it may not have been implemented correctly and may not be delivering the appropriate value The business is complaining about the responsiveness of IT. This could be an indication that the processes and people are misaligned The assessment should look at process governance, technology issues, and management information C. The scope should only cover people and processes The technology can be excluded since it is less than two years old and is not causing any issues It would; however, be appropriate to allow only those managers who have achieved the ITIL foundation certificate to participate in the process assessment, as they will have an appreciation of all the processes and will, therefore, have a greater understanding of the standards required D. The assessment needs to be a full assessment and should therefore extend beyond people, process, and technology to include other factors that may impact process effectiveness Knowledge of ITIL is not a prerequisite for IT staff performing the assessment, as long as they have an appropriate understanding of the assessment process The assessment should include any cultural issues which can have an impact on the success of an improvement program, the business and IT alignment, process governance and management information The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 QUESTION BOOKLET v6.1. Page 2 of 10

3 Question Two Refer to Scenario Two Which one of the following options is the BEST approach that will address the issues? A. A service failure analysis (SFA) team should be created consisting of IT staff and customers. This would form a structured approach to identifying end-to-end availability improvement opportunities Activities, methods or techniques that may help the team include: o Expanded incident lifecycle to assist in trying to reduce resolution times o Workload management to identify how usage of the service impacts performance of the service and / or its components o Technical observation technical specialists who will focus on the availability issues with the components B. An SFA team should carry out an analysis using technical specialists from within IT to focus on specific aspects of IT availability Activities, methods or techniques that may help the team include: o Training needs analysis to identify why the customers seem to be having trouble with the data o Demand management to gain an understanding of how the customer uses the service and what can be done to influence that o Risk management assess and take the responsibility for the management of risks C. An SFA team should be created consisting of IT staff. As this is a problem management technique the team will focus on identifying the root cause of the incidents logged against the service to try to improve availability Activities, methods or techniques that may help the team include: o Component failure impact analysis to identify single points of failure and assess the validity of recovery procedures o Component capacity management understand the capacity and utilization of each component o Risk management assess and take the responsibility for the management of risks D. An SFA team should be created, consisting of IT staff and customers. The focus of the team is to identify improvement opportunities that will benefit the end user Activities, methods or techniques that may help the team include: o Workload management to identify how the use of the service impacts performance of the service and / or its components o Component failure impact analysis to identify single points of failure and assess the validity of recovery procedures o Modelling to predict the behaviour of any improvements that are recommended The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 QUESTION BOOKLET v6.1. Page 3 of 10

4 Question Three Refer to Scenario Three Which one of the following options BEST describes the action for this organization s scorecard approach? A. Ensure that the component measurements are used to feed end-to-end system measurements and support the guidelines defined for the system. This will form the basis for creating a balanced scorecard (point-in-time information) and a system dashboard (real-time information). The framework should be cost-effective and SMART. Changes to the framework should only be initiated when any relevant business changes are recognized. B. Ensure that the process measurements are used to feed end-to-end service measurements and support the CSFs defined in the service portfolio. This will form the basis for creating an SLA (pointin-time information) and an OLA (real-time information). The framework should be integrated into service operation and able to withstand change. The framework should be designed in the service design stage of the lifecycle and updated only as an operational service change. C. Ensure that the component measurements are used to feed end-to-end service measurements and support the targets defined in the SLA for the service. This will form the required information needed for creating a balanced scorecard (point-in-time information) and a service scorecard (real-time information). The framework should be integrated into IT planning and be balanced in its approach to what is measured. Adjustments to the framework must be coincident with service review meetings. D. Ensure that the component measurements are used to feed end-to-end service measurements and will support the KPIs defined for the end-to-end service measurements. This will form the basis for creating a service scorecard (point-in-time information) and a service dashboard (real-time information). The framework should be integrated into the business planning and change cycle. There may be a need for trial and error in setting up the framework to fine-tune it to what is required. The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 QUESTION BOOKLET v6.1. Page 4 of 10

5 Question Four Refer to Scenario Four Which one of the following high-level overviews of the types of tools and their functionality gives the MOST accurate descriptions of the tools available and how they support the organization s aims? A. Systems and network management tools allow the technology to be managed remotely. This will enhance the ability of capacity and availability management to achieve their aims and also assist in reducing incident resolution times Performance management tools collect availability, capacity and performance data. This can be used to generate information in support of process effectiveness reporting Information security management tools guard against intrusion into services and inappropriate access and usage. This will help address the information security issues Statistical analysis tools analyses service data. This type of tool will allow logical grouping of data to allow predictive models to be generated that support future growth predictions B. Systems and network management tools give a dynamic real-time view of the current state of service delivery. They will provide metric data in support of CSI Event management tools deliver data on availability impacts and performance thresholds that have been exceeded. This will identify availability and performance improvement opportunities Performance management tools collect availability, capacity and performance data. This will be useful to generate information in support of SLA reporting Statistical analysis tools analyses service data. This can help end-to-end analysis by taking raw data from the other tools and bringing it together for collective analysis C. Event management tools delivers data that can be correlated. This will identify improvement opportunities across the IT and business infrastructure Performance management tools collects performance data. This will help analyse performance against SLAs and regulate performance to remain cost-effective Systems and network management tools give a snapshot view of the current state of service delivery. They will provide metric data in support of CSI Automated incident / problem resolution automatically triggered diagnosis and repair. This will allow a proactive approach to CSI activities by utilizing pre-programmed scripted selfhealing techniques Question continues overleaf The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 QUESTION BOOKLET v6.1. Page 5 of 10

6 Question continued D. Event management tools allow a view of events that are occurring in the business infrastructure. This will assist in identifying suitable times to implement improvements Performance management tools collect availability, capacity and performance data. This can be used to generate information in support of OLA reporting Systems and network management tools give a snapshot view of the current state of service delivery. These tools will provide metric data in support of CSI Request services self-help tools to allow users to log their own requests. This will reduce the workload on the service desk The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 QUESTION BOOKLET v6.1. Page 6 of 10

7 Question Five Refer to Scenario Five Based upon the business requirements provided in the accompanying scenario, which one of the following candidates is BEST suited to the role of continual service improvement (CSI) manager? A. Candidate A Has successfully performed a service level management role for the last five years Has excellent people-management skills and is well liked throughout the organization Has experience of dealing with suppliers Has experience of designing and documenting business processes B. Candidate B Has successfully performed a service desk manager role for the last five years Has an excellent understanding of the IT services and how they support the business Has excellent problem management skills Has previous experience of managing multi-discipline projects C. Candidate C Has successfully performed a business relationship management role for the last five years Has an excellent understanding of the IT services and supporting services Has previous experience of managing teams and has good organizational skills Has a good understanding of statistical and analytical principles and processes D. Candidate D Has worked in the technical management team for five years Has excellent knowledge of the services and the factors that lead to failure Has experience of managing teams Has excellent experience of the organization s documentation systems and service management systems The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 QUESTION BOOKLET v6.1. Page 7 of 10

8 Question Six Refer to Scenario Six The CSI manager has reviewed the information and has concluded that there is insufficient information to identify the cause. However, the CSI manager believes that the information does indicate one or two areas that require further investigation. Which one of the following options is the BEST description of conclusions that can draw from the information? A. The information indicates that the information provided in the reports is satisfactory but the number and type of reports is inappropriate. Presenting the availability and performance data in one report and the incident data in a second report is confusing and makes it difficult to understand the overall situation. B. The information indicates that there is nothing wrong with the way that the data is gathered, processed or analysed. The issue is to investigate whether its presentation is meeting its need since service level targets seem not to be well understood by the users. Users may need some training to understand the SLAM chart. C. The information indicates that there are too many monitoring tools used to collect the data. Combining data from many sources is likely to result in inaccurate information. The issue to investigate is whether the number of tools can be reduced. D. The information indicates that in the processing step the availability data from the monitoring tool is not combined with the incident data from the service desk tool and so does not provide a true representation of availability. This is compounded by the fact that the incident data is presented in a different report and thus it is not easy to compare it with the availability data. The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 QUESTION BOOKLET v6.1. Page 8 of 10

9 Question Seven Refer to Scenario Seven Which one of the following options is the BEST description of the tool functionality that will help resolve the issues? A. IT service management suite that supports all service management processes Process / workflow engine to improve the coordination of the service management processes Self-help technology to enable users to log requests without contacting the service desk B. Statistical analysis tools that can be used to derive service metrics from technology metrics Statistical analysis tools that can be used to analyse incident and problem data Tools to automate recovery from incidents by automatically restarting components C. IT service management suite that supports all service management processes Statistical analysis tools that can be used to analyse incident and problem data Self-help technology to publish the service catalogue and provide real-time reports on the company IT web portal D. Statistical analysis tools that can be used to derive service metrics from technology metrics Statistical analysis tools that can import and analyse incident and availability data from different sources Network management tools that can monitor end-to-end service performance and availability The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 QUESTION BOOKLET v6.1. Page 9 of 10

10 Question Eight Refer to Scenario Eight Which one of the following options BEST summarizes what are, and are not, risks to the continual service improvement (CSI) implementation in this organization? A. Implementing CSI without knowledge transfer and training is a risk Lack of resources is a risk Failing to involve the right people in the plan, build, test and implementation of improvements is NOT a risk Failing to discuss opportunities with the business is NOT a risk B. Being overly ambitious is a risk Not prioritizing improvement projects is a risk Lack of management commitment is NOT a risk Failing to discuss opportunities with the business is NOT a risk C. Being overly ambitious is a risk Lack of resources is a risk Failing to involve the right people in the plan, build, test and implementation of improvements is NOT a risk Implementing CSI without knowledge transfer and training is NOT a risk D. Lack of management taking action is a risk Failing to discuss opportunities with the business is a risk Implementing CSI without knowledge transfer and training is NOT a risk Being overly ambitious is NOT a risk The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 QUESTION BOOKLET v6.1. Page 10 of 10

11 ITIL Intermediate Lifecycle Stream: CONTINUAL SERVICE IMPROVEMENT (CSI) CERTIFICATE Sample Paper 2, version 6.1 Gradient Style, Complex Multiple Choice SCENARIO BOOKLET This booklet contains the scenarios upon which the eight 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 eight 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 Lifecycle CSISample2 SCENARIO BOOKLET v6.1. Page 1 of 9

12 Scenario One You are the IT service manager for a national company and you are planning a major process improvement programme. You have adopted the CSI approach and have started to plan the where are we now? step in order to create a baseline for future comparison. You have invited the IT senior management team to a meeting to discuss the scope of the assessment to establish this baseline. The requirement for the improvements has been initiated because the business believes that the IT organization is not responsive to its needs. As the meeting progresses it becomes obvious that the managers hold different opinions about the scope of the assessment. Some of the group suggest that it is the processes that are the reason for the issues identified by the business and therefore the processes are all that need to be assessed. Others feel that the assessment needs to go deeper and also include people and technology as there may be gaps in the skills required and the tools needed to support the processes. A few feel that the processes and technology are not the issue but that there are much deeper issues within the organization and the assessment should consider all aspects of IT. Many reasons were given to support the differences of opinion, including: The majority of the supporting technology is less than two years old and is causing no apparent issues There is limited cooperation between the various IT groups Nearly three quarters of the IT staff have been with the company for more than 15 years Some of the managers, those who have achieved ITIL Foundation certification, believe that they are the appropriate ones to conduct the assessment. However, others who have not achieved ITIL Foundation certification feel this is neither necessary nor relevant to the exercise. The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 SCENARIO BOOKLET v6.1. Page 2 of 9

13 Scenario Two Your organization s time management service is critical to the accurate billing of clients. The service allocates the time spent by financial consultants to the appropriate client accounts. From an IT delivery perspective the service is notoriously unreliable and has recently been blamed for customer complaints arising from inaccurate bills. The business is now asking IT to act quickly to try to increase the availability, reliability and performance of the service. Customer perception of the service is very poor. As the service owner for the time management service you are under pressure to identify improvements that will allow an increase in the warranty levels of the service to ensure it delivers value to the customer. Your organization implemented ITIL several years ago and all of the processes are in place and are working effectively. When incidents are raised for this service they are usually resolved within agreed targets but only just in time, and there is usually a need to escalate the incident and utilize additional resources to meet targets. The types of incidents raised include: Slow response times normally to a degree where the service is unusable Error messages application and database errors Missing and inaccurate data thought to be a result of users finger trouble Service unavailable analysis points to a variety of failed components Problem management has analysed the incidents and cannot find any trends that indicate specific reasons for the failures and therefore cannot identify a single root cause. You now need to consider your next steps in identifying where improvements are needed. The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 SCENARIO BOOKLET v6.1. Page 3 of 9

14 Scenario Three The internal IT provider in your company has traditionally monitored and reported on service achievements by using component level performance information and presenting this in a monthly service report for business stakeholders. The business tries to make sense of this information but the reports have proved meaningless in demonstrating the performance of IT to the business. The reports are too technical and have rarely been used to identify any opportunities for improvement. Business managers have shown a particular interest in adopting a scorecard approach and have encouraged the IT provider to create a new framework that will align to their needs. Some progress has been made over the last couple of months. As service management has matured, the requirements for consolidating the component information into a more meaningful measurement have been met. Service level management has reached an acceptable level of maturity: SLAs are in place, as are monthly service reviews. A recent meeting of the business relationship managers in the organization concluded that the current methods of measuring and reporting performance to stakeholders have delivered improvement, but are in need of further improvement. All parties agree that a suitable measurement framework has to be put in place in order to fully address the scorecard approach, but there are a variety of differing opinions on how best to approach this. The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 SCENARIO BOOKLET v6.1. Page 4 of 9

15 Scenario Four An IT organization s last service improvement analysis found deficiencies within the monitoring and reporting tools used. The analysis recommends updating the technology to: Improve the ability to deliver accurate reports to the business on service levels Recognize improvement opportunities within IT Address the business demand for better management of information security Support other service management processes including: o o o Capacity management Availability management Incident management Prior to making an investment in new tools, the IT director has asked you to identify which types of monitoring and reporting tools are commonly used, and what their purposes are, and how they could best help address the findings from the improvement analysis. The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 SCENARIO BOOKLET v6.1. Page 5 of 9

16 Scenario Five As the chief information officer (CIO) for your company, you are generally pleased with your team, which has been introducing service management best practices through the implementation of many of the ITIL processes. You are particularly pleased with the success in the areas of change, release and deployment, and incident and service level management. These successes have been widely endorsed by the business. You are developing a culture within your team so that it becomes more service-oriented and you wish to recruit a continual service improvement manager. You want to recruit internally from existing staff in order to make use of current skills and knowledge within the organization. The candidate will need to facilitate the continued momentum with existing processes, as well as the implementation of new processes. The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 SCENARIO BOOKLET v6.1. Page 6 of 9

17 Scenario Six An internal IT service provider of a large publishing company has implemented service management practices over the last year, and has made many improvements to the IT services and processes. The service provider monitors services regularly to identify service level achievements. Despite detailed monitoring and reporting, the sales manager has informed the service level manager that there is dissatisfaction with the service the sales department is receiving. A service level agreement (SLA) is in place with the sales department. Reports are produced in time for the monthly service review meeting and consistently show that all service level targets are met. However, the users are complaining that there is more downtime than there should be. The CSI manager has been asked to investigate and has chosen to use the seven-step improvement processes to try to identify the cause. He has collected the information below. The relevant part of the SLA includes the following targets: System response time: less than two seconds for 70% of transactions during daily service hours Maximum number of users: 200 Service hours: 07:00 to 19:00 Availability: 99% over the weekly service hours The current procedures include:. Several tools that monitor, collect and store the necessary data. One tool collects transaction rates at various service components, including server transaction rates and network bandwidth utilization. There is also a tool that collects end-to-end transaction data from a workstation to the server. The same monitoring tools collect data on the duration of the downtime. However, the tools cannot provide all the data required to directly calculate end-toend availability Incident data is collected from the service desk logging tool and provides information about the downtime experienced by users The performance and availability data is uploaded from the monitoring tools to a statistical analysis tool on a weekly basis The statistical analysis tools perform data processing. The performance data and availability data from the monitoring tools are combined into two separate reports ready for analysis Analysis is also performed by the same tool that compares the processed performance and availability data with the service targets A report is produced for the sales business unit and circulated two days before the service review meeting. The report is in the form of a service level agreement monitoring (SLAM) chart A separate report is produced showing the incident data that is taken from the service desk tool The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 SCENARIO BOOKLET v6.1. Page 7 of 9

18 Scenario Seven An IT provider organization is having difficulty demonstrating service achievement to their customers. Many service management processes are in place and many improvements have been made. However, no further progress can be made until improvements are made to the service management tools. The organization already has many tools including an IT service management suite that supports incident management, problem management, change management and integrates with the organization s configuration management system (CMS). It also provides workflow support to the service management process. Individual tools are available for component monitoring and these provide reliable data and information about the components of the services. The need to improve the tools is due to a number of limitations of the existing tools; which the organization wishes to overcome. These are as follows. The organization cannot provide reports that indicate end-to-end achievement of service levels The organization is unable to link details of incidents to outages detected by other tools The organization is unable to provide information regarding trends for incidents and problems A large amount of data processing is performed manually A decision has been made to acquire tools to provide functionality that will address the current limitations. As an input to the tool selection process, you have been asked to compile an overview of the most urgently required functionality of the new tools. The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 SCENARIO BOOKLET v6.1. Page 8 of 9

19 Scenario Eight The IT department of a technology manufacturing company adopted ITIL 12 months ago. The department s activities are structured around the service lifecycle and most of the main service management processes are now in place. The staff are highly motivated and many are considered to be technical experts in their field. They are proud of their service achievements, particularly their ability to deploy new infrastructure and applications into the live environment in short timescales. This has occasionally lead to unplanned downtime in the initial weeks after the implementation but it tends to settle down once IT operations staff are up to speed with the changes. The business users and customers are very tolerant of these interruptions because of the demands they put on IT to respond to changes very quickly. The IT department is now preparing for the implementation of continual service improvement (CSI). Much thought has been given to the project and detailed plans are now in place to ensure that the right people will be involved in building and testing the CSI improvements prior to implementation. IT senior management is keen to take advantage of improvements that can be made to the services and processes and are committed to a programme of change. Further, they have already allocated the CSI roles, and other resources will be made available as necessary. The organization has high expectations and is used to rapid change. Already a long list of possible improvement opportunities has been created. Many of these opportunities have been reviewed with business customers who see improvement in IT services to be a part of their business plans and a means of achieving financial targets. Plans have been drawn up to implement most of the opportunities as soon as possible. The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 SCENARIO BOOKLET v6.1. Page 9 of 9

20 ITIL Intermediate Lifecycle Stream: CONTINUAL SERVICE IMPROVEMENT (CSI) CERTIFICATE Sample Paper 2, 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 Lifecycle CSISample2 ANSWERSandRATIONALES v6.1. Page 1 of 16

21 Answer Key: Scenario Question Correct: 5 Marks 2 nd Best: 3 Marks 3 rd Best: 1 Mark Distracter: 0 Marks One 1 D B C A Two 2 A D C B Three 3 D C B A Four 4 B A C D Five 5 C B A D Six 6 D A C B Seven 7 D B C A Eight 8 B A C D The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 ANSWERSandRATIONALES v6.1. Page 2 of 16

22 QUESTION One Scenario One Question Rationale An assessment is required to establish a baseline. The question is based on the need to select the appropriate scope of the assessment from the following ITIL recommendations: Process only People, process and technology Full assessment The case study has some considerations that point toward a full assessment, which include that: 1. The scenario points to people issues (limited cooperation and managers comments). 2. Technology may be an issue. There is no definitive statement that the tools are not causing issues. 3. Embedded culture may be the issue, especially as the majority of staff have been in place for a long period. 4. Business / IT misalignment is suggested in the first section of the scenario. MOST CORRECT (5) D The elements of the assessment discussed in this answer will mean the organization will have a full understanding of where we are now. This can be used then to plan the improvements needed to move them toward the desired end state. Restricting the scope of the assessment to either of the other two options may mean that the issue of business / IT alignment is not considered and therefore means the exercise will not deliver the required results. SECOND BEST (3) B The scope of this assessment will not cover point three above. The second bullet looks at process and people misalignment. This will be an issue but without a wider scope may restrict findings to IT departmental issues rather than business and IT alignment which would not be covered in anything but a full assessment. The ITIL description of this type of assessment does not include the points mentioned in the final bullet. THIRD BEST (1) C While adapting the option is acceptable, the scope defined here is not. This answer would mean only point one in the list above would be fully addressed and therefore the information attained may not give a true reflection of the current situation. There are advantages to using the ITIL-qualified staff on the assessment as they will understand the processes but it is not essential. Any suitable person(s) could carry out the assessment. What is more important is that a well-defined assessment framework is available to aid consistency and repeatability. DISTRACTER (0) A This answer is incorrect for the following reasons: A process assessment is not relevant in this case as the scenario points to wider issues Just carrying out a process assessment would mean all of the points in the list above may be missed The ITIL description of this type of assessment does not include business / IT alignment Syllabus Unit / ITIL SL: CSI04 Continual service improvement methods and techniques Module supported Bloom s Taxonomy Testing Level 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. Application This question requires the delegate to analyse the situation in order to make a recommendation on the type of assessment that best fits the situation The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 ANSWERSandRATIONALES v6.1. Page 3 of 16

23 Subjects covered Book Section Refs Difficulty described in the scenario. Categories Covered: How to use assessments and what to assess CSI 5.2 Continual service improvement methods and techniques Assessments CSI Continual service improvement methods and techniques Assessments What to assess and how Easy The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 ANSWERSandRATIONALES v6.1. Page 4 of 16

24 QUESTION Two Scenario Two Question Rationale This question focuses on an understanding of how CSI can use techniques from other processes to assist in identifying where improvements are required. The question assigns the task of service improvement to the service owner. The service owner is carrying out CSI to improve the situation. The answer is based around a service failure analysis (SFA) and the delegate must know that: SFA is a multifunctional team and looks at all aspects (people, process and technology) of availability It is described and classed as a technique of availability management There are several other techniques mentioned, all of which can be used as part of CSI activities (see CSI section 5.8). The delegate must also analyse these and consider if they are appropriate in relation to the scenario. The descriptions of the techniques are all correct: the delegate is required to select the appropriate answer in relation to their use in the scenario. MOST CORRECT (5) A This answer gives a correct description of an SFA. The second sentence is a quote from the CSI book. The expanded incident lifecycle is a valid technique as there seems to be an issue with resolving incidents even though they are not breaching SLAs regularly, being able to restore service in a faster timescale will increase the availability. Workload management (demand management) will help identify bottlenecks and recommendations can then be made as to how to alleviate these and increase performance. Technical observation (availability management) can be used to identify any technical availability issues. As the SFA takes into account people, process and technology, it should consider how the user is using the service and why finger trouble seems to be an issue. SECOND BEST (3) D This answer gives a correct description of an SFA. The second sentence is also a quote from the CSI book. Workload management (demand management) will help identify bottlenecks and recommendations can then be made as to how to alleviate these and increase performance. Component failure impact analysis will be a useful technique as it can identify whether there are any single points of failure that may require a level of resilience. Modelling is a predictive and forward-looking technique as it tests the validity of the solutions but the question is about techniques to identify what is currently wrong. THIRD BEST (1) C This answer incorrectly describes SFA in three ways: It does not include business representatives in the team It classes it as a problem management technique The functional description is based on reactive problem management Component failure impact analysis will be a useful technique as it can identify whether there are any single points of failure that may require a level of resilience. Component capacity management is relevant and will help, but it concentrates too much on the component view rather than a service view. Risk management the processes in the organization are all in place and mature so risk management can be considered to be in place and working. DISTRACTER (0) B The description of SFA is actually the description of a technical observation. A training needs analysis may be valid as the users seem to have difficulties with the service but it would be better to confirm that the difficulties are due to a lack of training before looking at the needs. Also, this is not an ITIL- The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 ANSWERSandRATIONALES v6.1. Page 5 of 16

25 Syllabus Unit / Module supported Bloom s Taxonomy Testing Level Subjects covered Book Section Refs Difficulty recognized technique. Demand management may give useful information on PBAs and influencing user activity may have some impact on the poor performance but some of the other techniques are much more relevant in terms of the scenario described. Risk management the processes in the organization are all in place and mature so risk management can be considered to be in place and working. ITIL SL: CSI04 Continual service improvement methods and techniques 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. Application This question tests the delegate s knowledge on the techniques used in other processes and requires them to analyse a situation and allocate the relevant techniques to assist. Categories Covered: The relationship between CSI and the other service management processes CSI 5.8 Continual service improvement methods and techniques CSI and other service management processes CSI Continual service improvement methods and techniques CSI and other service management processes Availability management CSI Continual service improvement methods and techniques CSI and other service management processes Capacity management CSI Continual service improvement methods and techniques CSI and other service management processes Component capacity management CSI Continual service improvement methods and techniques CSI and other service management processes Workload management and demand management CSI Continual service improvement methods and techniques CSI and other service management processes IT service continuity management CSI Continual service improvement methods and techniques CSI and other service management processes Problem management Moderate The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 ANSWERSandRATIONALES v6.1. Page 6 of 16

26 QUESTION Three Scenario Three Question Rationale This question tests whether the delegate understands the elements that go together to form a service measurement framework. It also requires information on the critical elements in a framework. Consistent with the CSI book: Measuring at the component level is necessary and valuable, but service measurement must go further than the component level. Service measurement will require someone to take measurements and combine them to provide a view of the true customer experience. MOST CORRECT (5) D A good answer. Individual component measurements are the basis of service measurements. It recognizes that KPIs are critical to support the service scorecard and dashboard. The KPIs will be defined in a service scorecard; which, in turn, will ensure the service is improved to meet service levels. The service scorecard results will only be realized at the end of a period (point in time). A service dashboard will be associated with this, providing a more dynamic view of service performance and showing if it is likely that the service scorecard KPIs will be met. By integrating this into business planning, any changes in business requirements can be considered in terms of their impact on the targets and measurement procedures in order that they stay aligned. It is expected that organizations will not get the framework correct from the start and fine-tuning is acceptable. SECOND BEST (3) C Although different from the first statement in answer D, this statement is still mostly correct. Any measurement framework must ensure we have the ability to show performance against SLAs. The statement on the balanced scorecard is not correct; since it misses the connection between service measurement and the balanced scorecard (the service scorecard). The second statement referencing the service scorecard is also incorrect as it designates this as a real-time view whereas it is a point-intime view. The integration into IT planning is correct but the scope is too narrow. It should be integrated into business planning. The balanced statement is correct. If a balanced set of measurements is not incorporated, then these frameworks often do not deliver the right information; and therefore some improvement opportunities, through identifying poor performance, may be missed. The final statement on the adjustment of the framework is incorrect; it is satisfactory to adjust the framework at any time, providing the proper level of control is exercised. THIRD BEST (1) B This answer starts off incorrectly by suggesting that process measurements are used to feed the service measurements rather than component measurements. CSFs may be defined in the service portfolio and the service measurements will support these so the second part can be classed as correct. Suggesting that service measurements will be the basis for SLAs and OLAs is wrong. It should be the other way around; the service level requirements will be the basis for what is measured. It should be noted that while an SLA is a point in time measurement, so is an OLA it is not real time. The framework should be integrated into service operation, but a better statement would be integrated across the service lifecycle (as an example, The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 ANSWERSandRATIONALES v6.1. Page 7 of 16

27 consider its importance to CSI). Including it within the service design stage of the lifecycle is correct; however, changing it would never likely be classified as an operational-level service change. DISTRACTER (0) A This answer incorrectly uses the term system instead of service in several places. It also uses the term guidelines which are too loose for any system / service definition. The statement on the balanced scorecard is not correct; there is a level between service measurement and the balance scorecard (the service scorecard). Changes should be made when relevant business changes are recognized, but this section of the answer limits changes to this scope, whereas IT changes, supplier changes, etc. may also cause an update to the framework. Syllabus Unit / Module supported Bloom s Taxonomy Testing Level ITIL SL: CSI04 Continual service improvement methods and techniques 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 This question requires the delegate to use their knowledge of the service measurement framework theory and relate it to the needs of the company depicted in the scenario, selecting an approach that balances long-term and shortterm needs. Categories Covered: Service measurement framework. CSI 5.4 Continual service improvement methods and techniques Service measurement Easy The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 ANSWERSandRATIONALES v6.1. Page 8 of 16

28 QUESTION Four Scenario Four Question Rationale This question examines the delegate s understanding of the different types of technology available that support CSI and related activities. MOST CORRECT (5) B This is also the best group of tools (out of the four supplied answers) to support the issues in the scenario. Bullet 1. These tools will support the capacity, availability and incident management processes by providing event messages and will provide data that can be used to measure the performance of the services. It addresses the issues in the scenario. Bullet 2. Event management tools are used to detect, correlate and management events of all types. They provide data that can be used to measure and report on availability and performance achievements. Bullet 3. These tools will address the issues regarding the lack of ability to measure end-to-end service performance. Bullet 4. These tools will address the reporting issues by importing data from other tools for analysis and reporting. SECOND BEST (3) A Bullet 1. Correct. The statement on systems and network management tools is correct. Bullet 2. Incorrect. Performance management tools are not used for process effectiveness reporting, although they may help. Bullet 3. Correct. Addresses one of the issues in scenario. Security management tools can be used to support information security management by detecting intrusion and incorrect access to services. Bullet 4. Correct. The statement on statistical tools is correct. THIRD BEST (1) C Bullet 1. Incorrect. The event management description has overlapped into the business infrastructure. It is quite probable that event management can be used in this way but it is not a scenario requirement. Bullet 2. Partially correct. ITIL describes the use of these as primarily a tool for collecting performance data for population into the CMIS and AMIS for further analysis. However, ultimately this information can be used to manage the services. Bullet 3. Incorrect. Systems and network tools give a dynamic view rather than a snapshot view. Bullet 4. Partially correct. These are useful tools and do support incident management. It is not clear in the scenario whether technical recovery from incidents is a major issue. DISTRACTER (0) D Bullet 1. Incorrect. This answer appears to describe event management tools as a diary system. Bullet 2. Incorrect. The description of performance tools is correct but their use is too narrow. They will be used in reporting OLA, UC and SLA information. However, the scenario is looking for service reporting. Bullet 3. Incorrect. Systems and network tools give a dynamic view rather than a snapshot view. Bullet 4. Incorrect. Self-help tools do not address any issues in the scenario. There is no mention of workload issues at the service desk. Syllabus Unit / ITIL SL: CSI06 Technology for continual service improvement 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 The Official ITIL Accreditor ITIL Intermediate Lifecycle CSISample2 ANSWERSandRATIONALES v6.1. Page 9 of 16