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Sharpen Your Knowledge with PeopleCert (ITIL Service Capability Operational Support and Analysis) Certification Sample Questions
CertsTime has provided you with a sample question set to elevate your knowledge about the PeopleCert ITIL Service Capability Operational Support and Analysis exam. With these updated sample questions, you can become quite familiar with the difficulty level and format of the real ITIL Service Capability Operational Support and Analysis certification test. Try our sample PeopleCert ITIL Service Capability Operational Support and Analysis certification practice exam to get a feel for the real exam environment. Our sample practice exam gives you a sense of reality and an idea of the questions on the actual PeopleCert ITIL certification exam.
Our sample questions are similar to the Real PeopleCert ITIL Service Capability Operational Support and Analysis exam questions. The premium PeopleCert ITIL Service Capability Operational Support and Analysis certification practice exam gives you a golden opportunity to evaluate and strengthen your preparation with real-time scenario-based questions. Plus, by practicing real-time scenario-based questions, you will run into a variety of challenges that will push you to enhance your knowledge and skills.
PeopleCert ITIL Service Capability Operational Support and Analysis Sample Questions:
The success of Service Operation phase is based on some important Critical Success Factors. From the options below, which would be the most important for Service Operation?
Scenario
You are the CIO of a large stock broking firm, based in Hong Kong. Recently this company has acquired two other major firms in London and New York. Total Company staff now exceeds 800 people. Each Firm currently has their own Service Desk.
Hong Kong has 10 SD staff to 400 employees, with 6 2nd level support staff
London has 3 SD staff to 140 employees with 3 2nd level support staff
New York has 5 SD staff to 250 employees with 5 2nd level support staff
With this new merger comes new support issues. Complaints are coming in to say that there si an imbalance with ratio of IT support staff to users, Service Desks in London and New York are having trouble knowing and supporting new systems which has resulted in users calling Hong Kong Service Desk. This has resulted in higher resolution times and an inability to get through to the service desk The Business is not happy with the current situation.
Refer to the scenario.
A)
B)
C)
D)
Scenario
You are the CIO of a large stock broking firm, based in Hong Kong. Recently this company has acquired two other major firms in London and New York. Total Company staff now exceeds 800 people. Each Firm currently has their own Service Desk.
Hong Kong has 10 SD staff to 400 employees, with 6 2nd level support staff
London has 3 SD staff to 140 employees with 3 2nd level support staff
New York has 5 SD staff to 250 employees with 5 2nd level support staff
With this new merger comes new support issues. Complaints are coming in to say that there si an imbalance with ratio of IT support staff to users, Service Desks in London and New York are having trouble knowing and supporting new systems which has resulted in users calling Hong Kong Service Desk. This has resulted in higher resolution times and an inability to get through to the service desk The Business is not happy with the current situation.
Refer to the scenario.
As CIO, you decide to reorganize the Service Desk structure as a means to address the levels of service. You decide to use a follow the sun Service Desk. Which of the following descriptions to you present to the Business as your solution?
Scenario
Vision Media is an international media organization, operating various lines of business including:
Film Production
Television (production and delivery of their own channel in the United States VisionOne)
Print media (including newspapers in 15 countries)
Online Advertising
The organization has recently been restructured, and now is comprised of the following companies and departments:
Vision Films (production of movies and television shows)
VisionOne (television channel)
VisionNews (coordinates all of the sub-companies involved in the delivery of printed newspapers, as well as being the centralized source of news information for all company owned media outlets)
VisionNet (managing the online and internet businesses)
Legal Services
Finance and Administration
Human Resources
Information Technology
The organization is also actively pursuing growth in the online market, and is currently holding discussions with the leading online news provider about the possible acquisition of their company. This would increase the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared Service Unit, providing IT Services to all of sub-companies and departments, which complement some of the Internal Service Providers that also exist. The director of Information Technology has realized the need to improve the quality of services offered by implementing ITIL, and has decided to do so using a phased approach. Some of the Service Design and Service Transition processes have already been implemented, and they are now planning the implementation of Service Operation.
While the IT director does have tentative support from the other directors and CEO, budgets for implementing the Service Operation processes have not been finalized, and still require a business case to be formally submitted.
Refer to the exhibit.
Sally Robbins, who had previously managed the IT department's Service Desk, has now been assigned the role of Incident Manager. To assist in the implementation of the process, Sally has conducted a number of meetings with IT staff, customers, external suppliers and other relevant stakeholders to identify their requirements. Based on these discussions, Sally has created following impact definitions, which will be used in conjunction to the given urgency to determine the appropriate timescales and effort applied for response and resolution to recorded incidents.
Impact Definition:
Low Impact
Affects a single user, preventing them from performing normal work functions
A single, non-critical device or peripheral is unavailable
Medium Impact
Multiple users are affected, preventing them from performing normal work functions
A regular business function is unavailable to part of a or organizational unit department
High Impact
A vital business function is unavailable to an entire department or company owned organization
Major Incident
A vital business function is unavailable to all Vision
Media departments and company owned organizations
Example Incidents:
Scenario
Vision Media is an international media organization, operating various lines of business including:
Film Production
Television (production and delivery of their own channel in the United States VisionOne)
Print media (including newspapers in 15 countries)
Online Advertising
The organization has recently been restructured, and now is comprised of the following companies and departments:
Vision Films (production of movies and television shows)
VisionOne (television channel)
VisionNews (coordinates all of the sub-companies involved in the delivery of printed newspapers, as well as being the centralized source of news information for all company owned media outlets)
VisionNet (managing the online and internet businesses)
Legal Services
Finance and Administration
Human Resources
Information Technology
The organization is also actively pursuing growth in the online market, and is currently holding discussions with the leading online news provider about the possible acquisition of their company. This would increase the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared Service Unit, providing IT Services to all of sub-companies and departments, which complement some of the Internal Service Providers that also exist. The director of Information Technology has realized the need to improve the quality of services offered by implementing ITIL, and has decided to do so using a phased approach. Some of the Service Design and Service Transition processes have already been implemented, and they are now planning the implementation of Service Operation.
While the IT director does have tentative support from the other directors and CEO, budgets for implementing the Service Operation processes have not been finalized, and still require a business case to be formally submitted.
Refer to the exhibit.
The IT director is now considering the implementation of the Service Operation functions. However there seems to be overlap between the goals and objectives for each of the functions, which is causing some concern among staff involved in the project.
Which of the following responses BEST describes the objectives of the four Service Operation functions?
A)
B)
C)
D)
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