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Vendor: ITIL
Exam Code: ITIL Practitioner
Exam Name: ITIL Practitioner
Date: Jul 15, 2019
File Size: 964 KB
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Demo Questions

Question 1
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 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? 
  
  1. Customer satisfaction; Process maturity of incident management and request fulfilment
  2. Process metrics; Organizational maturity of CruiseAlong Cars’ business units
  3. Customer satisfaction; Change readiness of CruiseAlong Cars’ IT departments
  4. Process metrics; SWOT analysis of all service management processes.
Correct answer: B
Question 2
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. 
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? 
  
  1. Stakeholder who receives the report: Service desk staff 
    Report content: Customer satisfaction scores, Achievement of service availability targets
  2. Stakeholder who receives the report: Service desk staff 
    Report content: Achievement of service response targets, Root cause of outages
  3. Stakeholder who receives the report: Senior executives 
    Report content: Customer satisfaction scores, Root cause of outages
  4. Stakeholder who receives the report: Senior executives 
    Report content: Achievement of service desk response targets, Achievement of service availability targets
Correct answer: D
Question 3
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. 
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?
  1. No, because one of them is not relevant to the project goals.
  2. No, because one of them is not time-bound.
  3. Yes, they are SMART KPIs.
  4. No, because one of them is not measurable.
Correct answer: C
Question 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. 
It has been decided that the cost of improvements to senior executive services must be controlled. 
During which two activities is it MOST important to measure average cost per incident? 
  
  1. 1 and 2.
  2. 2 and 3.
  3. 3 and 4.
  4. 1 and 4.
Correct answer: A
Question 5
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. 
KPIs have been defined to measure the success of the improvement initiative. They will be measured quarterly. 
Which KPI is the MOST appropriate?
  1. Customer satisfaction with mobile services is higher than 90%.
  2. Network availability for mobile services is maintained at 99.6%.
  3. Incident turnaround time for mobile services is improved by 15%.
  4. Cost per incident for mobile services is within 2% of target.
Correct answer: A
Question 6
Which is an example of using the communication principle ‘timing and frequency matter’?
  1. Repeating a training video in a variety of languages because there are staff in different countries.
  2. Creating a multi-media briefing to update all staff on major changes to organizational structure.
  3. Repeating a presentation to allow for the hours of work in a global organization.
  4. Creating a targeted bulletin that allows different staff groups to feedback on improvement opportunities.
Correct answer: D
Question 7
Which is the BEST example of the communication principle ‘communication is a two-way process’?
  1. Passing on key messages from a briefing to a colleague who was unable to attend.
  2. Setting a calendar appointment for a team member’s performance appraisal.
  3. Sending a meeting agenda to all attendees before every meeting.
  4. Capturing issues raised by attendees at the end of a company briefing.
Correct answer: D
Question 8
Why is a meeting notes template used?
  1. To record meeting objectives while the meeting is in progress.
  2. To help the meeting chairperson to capture key details.
  3. To ensure that the meeting runs to planned timings.
  4. To ensure the correct participants attend the meeting
Correct answer: A
Question 9
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. 
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in Japan and Australia. 
DriveYou.com senior management has decided they want a business case produced for the proposed new platform for managing test data. 
What three pieces of information are MOST important to include in the business case? 
  
  1. 1, 2 and 5.
  2. 1, 3 and 6.
  3. 2, 4 and 6.
  4. 3, 4 and 5.
Correct answer: C
Question 10
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. 
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in Japan and Australia. 
After the business case is approved and a project is initiated, the project manager needs to create a stakeholder communication plan to implement the change. Here is an extract from the plan:
  
What communications approach is the BEST option to enter into the missing field, and why?
  1. Communications Approach: Critical 
    Why: They are accountable for the project budget to build and support the new solution
  2. Communications Approach: Significant 
    Why: The data being shared on the new platform is critical to the technical team role
  3. Communications Approach: Critical 
    Why: Technical teams are the only people with the necessary skills to manage the new platform
  4. Communications Approach: Significant 
    Why: Continued support is required for the planning process and then support of the solution.
Correct answer: D
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