Free ITIL PRACTITIONER Actual Exam Questions

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 central IT organization wants to implement a new ITSM toolset to replace their
outdated system. The new ITSM toolset will be used by all CruiseAlong Cars’ IT departments and
their service desks.
The business case for the improvement has not been made yet. This could include financial
contribution from various countries. The overall goal of the initiative is to achieve efficiencies and
cost reductions through the centralization of processes and data for reporting across country-based
IT departments.
What is the BEST way to follow the guiding principle ‘observe directly’ when defining the
requirements for the new consolidated ITSM toolset?

See the Scenario for additional information.
Scenario:
(Note: The companies and people within the scenario are fictional)


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
servicemanagement processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications,
however most other applications and infrastructure are provided by the Nevagon State central IT
department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their
outdated system. The new ITSM toolset will be used by all CruiseAlong Cars’ IT departments and
their service desks.
The business case for the improvement has not been made yet. This could include financial
contribution from various countries. The overall goal of the initiative is to achieve efficiencies and
cost reductions through the centralization of processes and data for reporting across country-based
IT departments.
CruiseAlong Cars’ CIO recognizes that they must adopt an approach that focuses on service, and
adapt ITIL best practices to achieve value from the processes that are underpinned by the new
toolset.
What is the BEST way for best practice to be adapted to achieve the project goals?

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?

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?

Why is a meeting notes template used?

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?

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.
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.
The DriveYou.com project manager needs to establish an effective channel of communication with
CruiseAlong Cars’ new research facilities. There is already a plan for communicating with other
stakeholders.
Which is the BEST approach?

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.
What three pieces of information are MOST important to include in the business case?

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.
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 with
ISO/IEC 20000.
Optimsolv has a number of process improvements that need to be implemented to attain
compliance. GCITS has six months to ensure that Optimsolv is compliant.
When would it be MOST appropriate to use a stakeholder analysis worksheet during the
improvement initiative within Optimsolv?

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.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is
limited understanding of the structure and value of services in the organization. Many of the
individual 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 to
address 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.
The BRMs have learned that none of the customers are satisfied with a new service, even though it
meets all the functional requirements agreed with a wide range of UoB customer and user group
representatives.
Which guiding principle should have been followed to avoid this situation, and why?