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NEW QUESTION: 1
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?
A. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment. As this will enable formal management and coordination of the Service Desk, and ensure that Incidents and Service Requests are dealt with accordingly, enabling separate logging and monitoring and faster call response times. In addition, you will ensure that the new Incident Manager will ensure the Service Desk is the single point of contact, as a first priority. This needs to be the focus over the next quarter to ensure that this policy is adopted ASAP, you will suggest reward options to ensure that staff and end users are in no doubt that this is an essential requirement supported by senior management. Send a formal memo to allcustomers, introducing yourself and your new role. Thanking them for their valuable feedback and addressing the issues raised in the survey results and how you intend to resolve them.
B. The results of this initial assessment are better than you had expected, you do not see any need to change things yet. You will suggest to the Business that it will be beneficial to complete another initial assessment in one year, after the next Customer Satisfaction Survey is completed, to compare the satisfaction levels and, if required, identify areas for improvement at that stage.
C. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment. As this will enable formal management and coordination of the Service Desk, and ensure that Incidents and Service Requests are dealt with accordingly, enabling separate logging and monitoring and faster call response times Send a formal memo to all customers, introducing yourself and your new role, thanking them for their valuable feedback and addressing the issues raised in the survey results and how you intend to resolve them.
D. The results of this initial assessment are better than you had expected, you do not see any need to change things yet. You are not concerned with the additional comments as the general feedback is that customers are satisfied with the end to end service and that a 100% satisfaction is unrealistic. You will suggest to the Business that more staff is required for the Service Desk to ensure that call waiting times are reduced and that a more detailed and selective criteria is used as part of the selection process to ensure staff are at the correct skill level and competency.
Answer: A
NEW QUESTION: 2
You have an Exchange Server 2010 organization that contains two Client Access servers. You deploy a Microsoft Internet Security and Acceleration (ISA) Server.
You need to recommend a high availability solution for the Client Access servers. The solution must meet the following requirements:
-Ensure that Outlook Web App (OWA) connections are available if a single Client Access server fails
-Ensure that client access services are available if a single service fails on a Client Access server
What should you recommend?
A. Publish both Client Access servers in a single publishing rule as a Web server farm.
B. Deploy Windows Network Load Balancing.
C. Publish each Client Access server in a separate publishing rule.
D. Deploy a hardware load balancer.
Answer: A
Explanation:
NEW QUESTION: 3
You are the business analyst for your organization and you're working to identify all of the stakeholders within your organization and outside
your organization to ensure that you've captured the correct requirements for a project. Which one of the following techniques can be best suited for identifying stakeholders?
A. Acceptance and Evaluation Criteria
B. Interviews
C. Risk analysis
D. User stories
Answer: B
Explanation:
Explanation/Reference:
An interview is a systematic approach. It is used for eliciting information from a person or a group of people in an informal or formal setting by talking to an interviewee, asking relevant questions, and documenting the responses. Interviewees are also able to identify other stakeholders.
C is incorrect. Acceptance and evaluation criteria are useful for identifying who has the authority
to accept or reject solutions.
D is incorrect. Risk analysis is the study of the probability, impact, and scoring of identified risk
events. Risk analysis is the science of risks and their probability and evaluation in a business or a process.
It is an important factor in security enhancement and prevention in a system. Risk analysis should be performed as part of the risk management process for each project. The outcome of the risk analysis would be the creation or review of the risk register to identify and quantify risk elements to the project and their potential impact.
B is incorrect. User stories are useful to capture requirements, stakeholder attitudes, and for
identifying actors and roles.
