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NEW QUESTION: 1
Scenario
Vericom is a leading provider of government, business and consumer telecommunication services, and is currently seeking ways in which to improve its utilization of IT services to drive growth across its' multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is comprised of the following business units:
Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)
Infrastructure Services (planning, installing and maintaining the PSTN and mobile network
infrastructure)
VericomTV (Pay TV)
Consumer Sales and Marketing (including 400 Vericom retail outlets)
Business and Government
Finance and Administration
Information Technology Services (Shared Service Unit, however some business units also have their
own internal service provider)
Human Resources
Vericom Wholesale (for wholesale of Vericom infrastructure services)
Due to the extensive scope of infrastructure deployed and large employee and customer base, Vericom continues to rely on legacy systems for some critical IT services; however this is seen as a barrier to future organizational growth and scalability of services offered. The CIO of Vericom has also raised the concern that while improvements to the technology utilized is important, this also needs to be supported by quality IT Service Management practices employed by the various IT departments.
The project of improving the IT Service Management practices employed by Vericom has been outsourced to external consultants who are aware of the major IT refresh that is going to be occurring over the next 24 months.
Refer to the scenario.
With Vericom being a large organization (approximately 40 000 staff), some of the business units have developed their own internal IT departments to supplement the services provided by the centralized Information Technology Services (ITS) department. This has occurred due to the specialized needs and requirements for technology, specifically Verinet, VericomTV and Consumer Sales and Marketing.
While the decision has been made that this organizational structure is to remain in place, there has been identified issues relating to a lack of consistency in IT Service Management processes used by the different departments and unclear boundaries for the responsibilities of the various IT Service Desks. This has resulted in:
End users calling the wrong Service Desk, requiring the call to be redirected to the appropriate group
Inconsistency in the categorization and classification of service requests, incidents and problems,
causing confusion and frustration when there are multiple IT departments involved Known Errors being recorded internally within the various IT departments, which may in fact have a
wider impact on the whole organization when these are not visible to everyone Inconsistency in the Service Management systems and tools used for handling service requests,
incidents, problems and Known Errors.
From the following responses, which BEST represents the approach you would take to overcome the issues described above?
A: You realize a coordinated approach is the best method, including:
The development of the ITS Service Desk to be the single point of contact for ALL end user
(internal) queries. This will be performed over a 6 month period, to take account for any training and transfer of knowledge that needs to occur. This Service Desk will then escalate to the appropriate second line group (from any of the IT departments) as required.
Develop consistency across all departments for categories and priority coding systems used for all
service requests, incidents and problems.
Build or purchase a consistent service management tool that will be used by all IT departments for
managing incidents, problems, Known Errors and service requests.
Holding regular review sessions involving staff from each of the IT departments to discuss current
issues, recurring and potential problems future initiatives.
B: You realize a phased approach is the best method, including four phases:
Phase 1 - Build or purchase a service management tool that will be used by all IT departments for
managing incidents, problems and service requests
Phase 2 - Standardize the use of ITIL processes used by the ITS department across all IT
departments at Vericom
Phase 3 - Deliver training and awareness sessions for staff regarding the importance of the
processes and how they should be used.
Phase 4 - Review the success of the project and pass any lessons learnt onto future projects
C: You realize a coordinated approach is the best method, including:
Developing a telephone system that will route calls to the appropriate Service Desk based on the
user's input. This should also provide the capability for a Service Desk analyst to call them back during peak periods.
Develop consistency in all the categories assigned to service requests, incidents and problems
across all IT departments.
Build or purchase a service management tool that will be used by all IT departments for managing
incidents, problems, Known Errors and service requests
Hold regular review sessions involving key staff from each of the IT departments to discuss current
issues and potential problems.
D: You realize that improving the business awareness of IT is most important, and address the issues by:
Identifying the training requirements of end users to improve their use of IT service
Implement an online Service Catalogue for all IT Services, with self-help capabilities to log and track
incidents, problems and service requests
Assist Service Level Management in improving the visibility of the IT organization in general, and
identify areas of customer satisfaction that need improving
Build or purchase a service management tool that will be used by all IT departments and end users
for managing incidents, problems, Known Errors and service requests
A. Option B
B. Option C
C. Option D
D. Option A
Answer: D
NEW QUESTION: 2
Which list is correct about TIBCO EMS message structure?
A. Header (required), Properties (required), Body (optional)
B. Header (optional), Properties (optional), Body (optional)
C. Header (required), Properties (required), Body (required)
D. Header (required), Properties (optional), Body (optional)
Answer: D
NEW QUESTION: 3
A. Option B
B. Option C
C. Option D
D. Option A
Answer: D
NEW QUESTION: 4
You have a Skype for Business Server 2015 Infrastructure. The infrastructure contains two sites and is configured for Enterprise Voice. The sites are located in Chicago and Toronto. Each site has a distinct voice policy, public switched telephone network (PSTN) usage, voice route, and trunk transaction rule as shown in the following table:
You need to ensure that all outbound voice calls to the PSTN from the users in the Toronto site are routed through the trunk at the Toronto site. Calls must use the Mediation Server at the Chicago site if the Mediation Server at the Toronto site is unavailable.
What should you do?
A. Add the Chicago-Usage PSTN usage record to the Toronto-PSTN trunk.
B. Add the Chicago-Usage PSTN usage record to the Toronto-VP voice policy.
C. Add the Chicago-AllCalls voice route to the Toronto-Usage PSTN usage record.
D. Add the Chicago-PSTN trunk to the Toronto-AllCalls voice route.
Answer: D