Free ITIL-Practitioner Mock Exam – Practice Online Confidently

What is organizational change management (OCM) MOST likely to contribute to in an organization?

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in theUnited States of America. It has grown by acquisition over the last 20 years and has operations inover 50 countries.Each country has its own IT organization, with some central corporate IT servicesprovided by the US parent company. In some countries CruiseAlong Cars has outsourcedinfrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In twocountries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selectedservices in other countries.Some of the issues that CruiseAlong Cars needs to address include:Inefficiencies caused by the current IT structureInconsistency of IT services when employees are travellingCruiseAlong Cars is working with a European university (the University of Bachstein) to research anddevelop driverless car technology. The venture operates as an independent company calledDriveYou.com, andCruiseAlong Cars owns a 51% share.DriveYou.comThis is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University ofBachstein(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterativedevelopment approach. Their employees are mostly research and development experts, workingfrom multiple locations, with a significant number working from home. Initial driverless car testing isbeing conducted in theUS at the Nevegon State Department of Transportation.Infrastructure and cloud services are purchased from Global City IT Services and other providers, andthese 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 practicesCompliance 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. Inthe past, some IT services were funded and run centrally, and some were funded and runindependently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus aseparate service desk in the main library, run by library staff. Library services and IT are both part ofthe university’s administrative services division. Recently, under a new CIO, there has been a drive tocentralize 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 highbandwidth networks across the main campus area.Some of the issues that the UoB needs to address include:Complete the centralization and consolidation of ITManage growth and increasing IT demandDemonstrate value through competitive, responsive and transparent servicesGlobal City Services (GCITS)GCITS is a global service provider which has grown through acquisition and which offers a wide rangeof services, including IT support, infrastructure and consulting. GCITS has mature and efficient ITservice 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 rangeof services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to addressinclude:Succeed in establishing a strategic partnership with CruiseAlong CarsNevagon State Department of Transportation (NSDoT)NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running theirtrials. It is responsible for managing transportation systems and safety. DriveYou.com must work withthe agency to ensure that their trials comply with safety regulations, and the program includesbi0directional 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 ITdepartment.CruiseAlong Cars is planning to improve the provision and support of IT services for senior executiveswho travel. They will deploy new mobile technology to enhance the user experience. They will alsoimprove the incident management and request fulfilment processes and standardize these acrossservice desks.They are taking an iterative approach and have released the first iteration of improvements. Aproject manager has been appointed for this improvement initiative.The project manager is creating a set of metrics to measure the service provided to senior executivesonce the improvements have been made. There must be a balance of technology, process and service metrics. Which set of metrics provides a suitable balance? 

See the scenario for additional informational.CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in theUnited States of America. It has grown by acquisition over the last 20 years and has operations inover 50 countries.Each country has its own IT organization, with some central corporate IT servicesprovided by the US parent company. In some countries CruiseAlong Cars has outsourcedinfrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In twocountries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selectedservices in other countries.Some of the issues that CruiseAlong Cars needs to address include:Inefficiencies caused by the current IT structureInconsistency of IT services when employees are travellingCruiseAlong Cars is working with a European university (the University of Bachstein) to research anddevelop driverless car technology. The venture operates as an independent company calledDriveYou.com, andCruiseAlong Cars owns a 51% share.DriveYou.comThis is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University ofBachstein(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterativedevelopment approach. Their employees are mostly research and development experts, workingfrom multiple locations, with a significant number working from home. Initial driverless car testing isbeing conducted in theUS at the Nevegon State Department of Transportation.Infrastructure and cloud services are purchased from Global City IT Services and other providers, andthese 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 otherregulatory requirements.University of Bachstein (UoB)The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. Inthe past,some IT services were funded and run centrally, and some were funded and run independently byeach faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk inthe main library, run by library staff. Library services and IT are both part of the university’sadministrative services division. Recently, under a new CIO, there has been a drive to centralize andconsolidate 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 highbandwidth networks across the main campus area.Some of the issues that the UoB needs to address include:Complete the centralization and consolidation of ITManage growth and increasing IT demandDemonstrate value through competitive, responsive and transparent servicesGlobal City Services (GCITS)GCITS is a global service provider which has grown through acquisition and which offers a wide rangeof services, including IT support, infrastructure and consulting. GCITS has mature and efficient ITservice 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 rangeof services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to addressinclude:Succeed in establishing a strategic partnership with CruiseAlong CarsNevagon State Department of Transportation (NSDoT)NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running theirtrials. It is responsible for managing transportation systems and safety. DriveYou.com must work withthe agency to ensure that their trials comply with safety regulations, and the program includesbi0directional 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 ITdepartment.The IT department at the UoB does not have a service catalogue or a service portfolio, and there islimited understanding of the structure and value of services in the organization. Many of theindividual departments and faculties are resistant to the CIO’s vision for global services.They have decided to appoint business relationship managers (BRMs) who will be expected toaddress many of the challenges, in order to support collaboration and help to define global services.Some business analysts are going to be transferred to these new positions.What is the BEST way to define the role of the BRM at the university?

See the scenario for additional informational.CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in theUnited States of America. It has grown by acquisition over the last 20 years and has operations inover 50 countries.Each country has its own IT organization, with some central corporate IT servicesprovided by the US parent company. In some countries CruiseAlong Cars has outsourcedinfrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In twocountries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selectedservices in other countries.Some of the issues that CruiseAlong Cars needs to address include:Inefficiencies caused by the current IT structureInconsistency of IT services when employees are travellingCruiseAlong Cars is working with a European university (the University of Bachstein) to research anddevelop driverless car technology. The venture operates as an independent company calledDriveYou.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 ofBachstein (UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterativedevelopment approach. Their employees are mostly research and development experts, workingfrom multiple locations, with a significant number working from home. Initial driverless car testing isbeing conducted in theUS at the Nevegon State Department of Transportation.Infrastructure and cloud services are purchased from Global City IT Services and other providers, andthese 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 otherregulatory 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 byeach faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk inthe main library, run by library staff. Library services and IT are both part of the university’sadministrative services division. Recently, under a new CIO, there has been a drive to centralize andconsolidate 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 highbandwidth networks across the main campus area.Some of the issues that the UoB needs to address include:Complete the centralization and consolidation of ITManage growth and increasing IT demandDemonstrate value through competitive, responsive and transparent servicesGlobal City Services (GCITS)GCITS is a global service provider which has grown through acquisition and which offers a wide rangeof services, including IT support, infrastructure and consulting. GCITS has mature and efficient ITservice 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 rangeof services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to addressinclude: Succeed in establishing a strategic partnership with CruiseAlong CarsNevagon State Department of Transportation (NSDoT)NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running theirtrials. It is responsible for managing transportation systems and safety. DriveYou.com must work with theagency 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 mostother applications and infrastructure are provided by the Nevagon State central IT department.GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard.In preparation for the audit, they are conducting a series of internal audits.GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply withISO/IEC 20000.Optimsolv has a number of process improvements that need to be implemented to attaincompliance. GCITShas six months to ensure that Optimsolv is compliant.Optimsolv has made the improvements identified in the audit. The GCITS IT Manager needs todetermine that Optimsolv staff have accepted the required changes.What is the BEST course of action for the GCITS IT Manager to take FIRST?