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ITIL Practitioner

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  • Q&A: 40
  • Updated July 2020
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ITIL Practitioner

QUESTION 1
See the Scenario for additional information.

ITIL Practitioner1

ITIL Practitioner2

CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition
over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong
Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two countries GCITS provides
CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture
operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB). DriveYou.com develops custom
applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research and development experts,
working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US at the Nevegon
State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a
DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices
Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate
service desk in the main library, run by library staff. Library services and IT are both part of the university’s administrative services division. Recently,
under a new CIO, there has been a drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high
performance computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure
and consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong
Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation
systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are
provided by the Nevagon State central IT department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their outdated system. The new ITSM toolset will be used by
all CruiseAlong Cars’ IT departments and their service desks. The business case for the improvement has not been made yet. This could include
financial contribution from various countries. The overall goal of the initiative is to achieve efficiencies and cost reductions through the centralization of
processes and data for reporting across country-based IT departments.
CruiseAlong Cars’ CIO recognizes that they must adopt an approach that focuses on service, and adapt ITIL best practices to achieve value from the
processes that are underpinned by the new toolset.
What is the BEST way for best practice to be adapted to achieve the project goals?

A. Utilize the process flows already available in the ITSM toolset because this requires least rework and is the lowest cost option.
B. Use the best of the current processes from each country because costs will be reduced if the same solution is accepted by all of them.
C. Utilize the ITIL guidance as a framework for the new processes because this will improve support and achieve cost reduction.
D. Replace all current processes with fully ITIL aligned versions because this will allow easy automation to cut costs.

Correct Answer: C

QUESTION 2
See the Scenario for additional information.

ITIL Practitioner3

 

CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong
Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two countries GCITS provides
CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture
operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB). DriveYou.com develops custom
applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research and development experts,
working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US at the Nevegon
State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a
DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices
Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run
centrally, and some were funded and run independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate
service desk in the main library, run by library staff. Library services and IT are both part of the university’s administrative services division. Recently,
under a new CIO, there has been a drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high
performance computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure
and consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong
Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation
systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are
provided by the Nevagon State central IT department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their outdated system. The new ITSM toolset will be used by
all CruiseAlong Cars’ IT departments and their service desks. The business case for the improvement has not been made yet. This could include
financial contribution from various countries. The overall goal of the initiative is to achieve efficiencies and cost reductions through the centralization of
processes and data for reporting across country-based IT departments.
Which benefit is the MOST important to include in the business case for this improvement and why?
A. A lower risk of overspending the IT budget, because this is aligned with the goal of the improvement.
B. Fewer breaches of agreed service levels, because this will lead to improved business unit satisfaction.
C. Provision of shared funding from many countries, because this will lead to improved business unit satisfaction.
D. A reduction in the cost of service desks, because this is aligned with the goal of the improvement.

Correct Answer: D

QUESTION 3

The project manager is writing a business case for the improvement. This business case explains how following the CSI approach will contribute to the
improvement work.
Which is a correct description of the purpose of a CSI step in this improvement work?
A. “Where are we now?” will document process issues that need to be resolved.
B. ‘How do we get there?’ will specify the objectives and business case for the project.
C. ‘What is the vision?’ will identify the best ITSM software tool to use.
D. ‘Did we get there?’ will define measurable steps for the project.

Correct Answer: A

Reference: https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvements

QUESTION 4
See the Scenario for additional information.

ITIL Practitioner4

CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong
Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two countries GCITS provides
CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture
operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB). DriveYou.com develops custom
applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research and development experts,
working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US at the Nevegon
State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a
DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices
Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run
centrally, and some were funded and run independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate
service desk in the main library, run by library staff. Library services and IT are both part of the university’s administrative services division. Recently,
under a new CIO, there has been a drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high
performance computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure
and consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong
Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation
systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are
provided by the Nevagon State central IT department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their outdated system. The new ITSM toolset will be used by
all CruiseAlong Cars’ IT departments and their service desks. The business case for the improvement has not been made yet. This could include
financial contribution from various countries. The overall goal of the initiative is to achieve efficiencies and cost reductions through the centralization of
processes and data for reporting across country-based IT departments.
As part of building business case, the benefits realization templates has been partially filled in to help with the next steps of the CSI approach.
Which row of information BEST supports the business case?
A. Key stakeholders: Central IT CIO Selected country CIOs
Baseline value: Time taken to produce weekly reports = 1 day
Expected result: Time taken to produce weekly reports = 0.5 day
B. Key stakeholders: Central IT CIO All country CIOs
Baseline value: Number of incorrectly categorized incidents per month = 50
Expected result: Number of incorrectly categorized incidents per month = 30
C. Key stakeholders: Central IT CIO Selected country CIOs
Baseline value: Total IT headcount = 470
Expected result: Total IT headcount = 500
D. Key stakeholders: Central IT CIO All country CIOs
Baseline value: Average cost per incident = $12.50

Expected result: Average cost per incident = $9.00

Correct Answer: D

QUESTION 5
See the Scenario for additional information.

ITIL Practitioner5

CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong
Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two countries GCITS provides
CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture
operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB). DriveYou.com develops custom
applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research and development experts,
working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US at the Nevegon
State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a
DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices
Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run
centrally, and some were funded and run independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate
service desk in the main library, run by library staff. Library services and IT are both part of the university’s administrative services division. Recently,
under a new CIO, there has been a drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high
performance computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services

Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure
and consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong
Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation
systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are
provided by the Nevagon State central IT department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their outdated system. The new ITSM toolset will be used by
all CruiseAlong Cars’ IT departments and their service desks. The business case for the improvement has not been made yet. This could include
financial contribution from various countries. The overall goal of the initiative is to achieve efficiencies and cost reductions through the centralization of
processes and data for reporting across country-based IT departments.
The business case for a new ITSM toolset has been approved. The project manager will soon start the detailed planning.
What is the BEST way to communicate with key stakeholders, and at which step of the CSI approach?
A. During ‘where are we now?’ send an email to all IT country organizations describing the benefits of the project and inviting them to contribute.
B. During ‘where are we now?’ send an email to a selection of IT country organizations, requesting their involvement in the project.
C. During ‘where do we want to be?’ send an email to all IT country organizations describing the benefits of the project and inviting them to contribute.
D. During ‘where do we want to be?’ send an email selection of IT country organizations, requesting their involvement in the project.

Correct Answer: B

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