peoplecert itil practitioner practice test

See the Scenario for additional information.


CruiseAlong Cars
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.
GCITS will create a new ‘global mobile VIP service’ for CruiseAlong Cars senior executives, which will
give them access to corporate IT services from mobile devices, from any location. The new service
will be delivered by the existing GCITS centralized service desk. It will include 24/7 support, and
reported incidents
and requests will be treated as a high priority.
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom
provider. During the ‘how do we get there? Step, a plan will be created for implementing changes to
the service desk procedures. Some issues with the service desk staff are anticipated.
Which OCM activity is the BEST to address the relevant service desk issue?

• A. Service desk issue: Inconsistent engagement in the project OCM activity: Create a plan for regular measurement and reporting
• B. Service desk issue: Poorly defined roles and responsibilities for the new procedures OCM activity: Conduct a training needs analysis
• C. Service desk issue: Resistance to using new procedures OCM activity: Invite users to share success stories
• D. Service desk issue: Lack of training for the new service and procedures OCM activity: Implement a staff reward scheme

See the Scenario for additional information.


CruiseAlong CarsCruiseAlong 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.
CruiseAlong CarsCruiseAlong 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.
The UoB is a University of Bachstein (UoB) 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
ofservices 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.
GCITS will create a new ‘global mobile VIP service’ for CruiseAlong Cars senior executives, which will
give them access to corporate IT services from mobile devices, from any location. The new service
will be delivered by the existing GCITS centralized service desk. It will include 24/7 support, and
reported incidents and requests will be treated as a high priority.
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom
provider. During the ‘how do we keep the momentum going?’ step of the CSI approach, the service
desk manager hasbecome aware that some service desk staff are using the old working practices.
This is affecting the service to the VIPs.
Which is the BEST way to apply the guiding principles in this case?

• A. Design for experience by engaging with the VIPs to identify improvements to the service.
• B. Collaborate with the service desk staff to design improvements to the new processes.
• C. Be transparent and explain that non-compliance to procedures will lead to disciplinary action.
• D. Observe directly in order to understand who is not using the new procedures and why.

See the scenario for additional informational.


CruiseAlong Cars
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 is planning to improve the provision and support of IT services for senior executives
who travel. They will deploy new mobile technology to enhance the user experience. They will also
improve the incident management and request fulfilment processes and standardize these across
service desks.
They are taking an iterative approach and have released the first iteration of improvements. A
project manager has been appointed for this improvement initiative.
The project manager is trying to understand the current level of service provided to senior
executives.
Which is an example of a CSF for the ‘customer’ quadrant of the balanced scorecard?

• A. Customer satisfaction with operational services.
• B. Ability to respond rapidly to customer demand for change.
• C. Stability and availability of services delivered to customers.
• D. Ability to resolve customer incidents quickly and effectively.

See the Scenario for additional information.


CruiseAlong Cars
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 is planning to improve the provision and support of IT services for senior executives
who travel. They will deploy new mobile technology to enhance the user experience. They will also
improve the incident management and request fulfilment processes and standardize these across
service desks.
They are taking an iterative approach and have released the first iteration of improvements. A
project manager has been appointed for this improvement initiative.
One CSF for the project is to provide an improved service to senior executives.
Which two KPIs are BEST to underpin this CSF?

• A. 1 and 2.
• B. 2 and 3.
• C. 3 and 4.
• D. 1 and 4.

See the Scenario for additional information.


CruiseAlong Cars
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 is planning to improve the provision and support of IT services for senior executives
who travel. They will deploy new mobile technology to enhance the user experience. They will also
improve the incident management and request fulfilment processes and standardize these across
service desks.
They are taking an iterative approach and have released the first iteration of improvements. A
project manager has been appointed for this improvement initiative.
The project manager is creating a set of metrics to measure the service provided to senior executives
once the improvements have been made. There must be a balance of technology, process and
service metrics.

Which set of metrics provides a suitable balance?

• A. 1, 3 and 4.
• B. 1, 5 and 6.
• C. 2, 3 and 5
• D. 2, 4 and 6

See the scenario for additional informational.


CruiseAlong Cars
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 is planning to improve the provision and support of IT services for senior executives
who travel. They will deploy new mobile technology to enhance the user experience. They will also
improve the incident management and request fulfilment processes and standardize these across
service desks.
They are taking an iterative approach and have released the first iteration of improvements. A
project manager has been appointed for this improvement initiative.
The project manager is planning an assessment to verify that the improvements have been achieved
in the first iteration of the project.
Which are the BEST two outputs of the assessment?

• A. Customer satisfaction; Process maturity of incident management and request fulfilment
• B. Process metrics; Organizational maturity of CruiseAlong Cars’ business units
• C. Customer satisfaction; Change readiness of CruiseAlong Cars’ IT departments
• D. Process metrics; SWOT analysis of all service management processes.

See the scenario for additional informational.


CruiseAlong Cars
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 is planning to improve the provision and support of IT services for senior executives
who travel. They will deploy new mobile technology to enhance the user experience. They will also
improve the incident management and request fulfilment processes and standardize these across
service desks.
They are taking an iterative approach and have released the first iteration of improvements. A
project manager has been appointed for this improvement initiative.
As part of the project an additional objective is to improve the reporting about the senior executive
service.
Which is the BEST combination of report content and target stakeholder?

• A. Stakeholder who receives the report: Service desk staff Report content: Customer satisfaction scores, Achievement of service availability targets
• B. Stakeholder who receives the report: Service desk staff Report content: Achievement of service response targets, Root cause of outages
• C. Stakeholder who receives the report: Senior executives Report content: Customer satisfaction scores, Root cause of outages
• D. Stakeholder who receives the report: Senior executives Report content: Achievement of service desk response targets, Achievement of service availability targets

See the scenario for additional informational.


CruiseAlong Cars
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 is planning to improve the provision and support of IT services for senior executives
who travel. They will deploy new mobile technology to enhance the user experience. They will also
improve the incident management and request fulfilment processes and standardize these across
service desks.
They are taking an iterative approach and have released the first iteration of improvements. A
project manager has been appointed for this improvement initiative.
Some KPIs have been defined to assess the ‘did we get there?’ step of the CSI approach. Two of these
are:

Are these KPIs SMART?

• A. No, because one of them is not relevant to the project goals.
• B. No, because one of them is not time-bound.
• C. Yes, they are SMART KPIs.
• D. No, because one of them is not measurable

See the scenario for additional informational.


CruiseAlong Cars
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 is planning to improve the provision and support of IT services for senior executives
who travel. They will deploy new mobile technology to enhance the user experience. They will also
improve the incident management and request fulfilment processes and standardize these across
service desks.
They are taking an iterative approach and have released the first iteration of improvements. A
project manager has been appointed for this improvement initiative.
During which two activities is it MOST important to measure average cost per incident?

• A. 1 and 2.
• B. 2 and 3.
• C. 3 and 4.
• D. 1 and 4.

See the scenario for additional informational.


CruiseAlong Cars
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 is planning to improve the provision and support of IT services for senior executives
who travel. They will deploy new mobile technology to enhance the user experience. They will also
improve the incident management and request fulfilment processes and standardize these across
service desks.
They are taking an iterative approach and have released the first iteration of improvements. A
project manager has been appointed for this improvement initiative.
KPIs have been defined to measure the success of the improvement initiative. They will be measured
quarterly
Which KPI is the MOST appropriate?

• A. Customer satisfaction with mobile services is higher than 90%.
• B. Network availability for mobile services is maintained at 99.6%.
• C. Incident turnaround time for mobile services is improved by 15%.
• D. Cost per incident for mobile services is within 2% of target