ITIL V3 Intermediate Capability Stream:

SERVICE OFFERINGS AND AGREEMENTS (SO&A) CERTIFICATE Sample Paper 2, version 4.1
Gradient Style, Complex Multiple Choice

SCENARIO BOOKLET
This booklet contains the scenarios upon which the 8 examination questions will be based. All questions are contained within the Question Booklet and each question will clearly state the scenario to which the question relates. In order to answer each of the 8 questions, you will need to read the related scenario carefully. On the basis of the information provided in the scenario, you will be required to select which of the four answer options provided (A, B, C or D) you believe to be the optimum answer. You may choose ONE answer only, and the Gradient Scoring system works as follows: If you select the CORRECT answer, you will be awarded 5 marks for the question If you select the SECOND BEST answer, you will be awarded 3 marks for the question If you select the THIRD BEST answer, you will be awarded 1 mark for the question If you select the DISTRACTER (the incorrect answer), you will receive no marks for the question

In order to pass this examination, you must achieve a total of 28 marks or more out of a maximum of 40 marks (70%).

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Scenario One
You are a Service Management Programme Manager working in a large retail organization based in Sweden. The Organization has a reputation for providing high quality products to retail outlets in Europe under its franchise operations. In line with its Business Strategy, it has developed its portfolio of services and products and expanded the operation to include franchise outlets in most European countries. Based on this recent success, the Organization intends to expand further over the next two years into North America and Asia. An outcome from a recent meeting of the Board of Directors was that ITIL should be fully adopted by the Organization with a view to improving the management of IT Services provided to the Business. The Service Level Manager submitted a Service Improvement Programme which has been given outline approval to proceed. It is clear that new, integrated IT Service Management tools are needed that can support the further development and integration of the Service Management processes. The Head of IT understands the value such tools could offer and is supportive of this initiative. The Finance Director however, will not release funds without a formal Business Case being submitted for approval, identifying some of the common business objectives that the tools will address.

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Scenario Two
The Service Desk Manager (SDM) of an internal IT Unit within a large commercial organization based in England has been informed by the Chief Information Officer (CIO) that it has been decided that ITIL should be adopted by the Organization. The reason for the adoption is to improve the management of IT Services provided to the business. The initial task of this ITIL adoption initiative is to address the many complaints relating to the management of Incidents handled by the Service Desk. Many of the complaints relate to poor processes, tools and a lack of a centralized repository of Incident data. The SDM is keen to introduce integrated IT Service Management tools that can address many of the current issues and has convinced the Head of IT of the value such tools could offer. The SDM has been provided with four potential solutions for a new tool based on the requirements identified by the Business, Service Management Process Owners and other areas of IT. The requirements include the support of open standards, support of an Incident Management and data repository and good Incident Management reporting.

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Scenario Three
You are a Senior Consultant working for a Service Management company that specializes in consultancy and training within the public and private sectors. You have particular expertise in the field of ITIL Service Management and have been asked to represent your Organization at an inaugural Service Management Conference to be held in Finland. Your Organizations objective is to develop business in Finland, expand its area of operation and start providing consultancy and training on a global basis. You have been requested by the Conference organizers to speak at the event about ITIL, your experiences and the value it can bring to an organization. After you give your presentation at the event, many of the delegates approach you for advice. The IT Director of one of the companies attending the conference has asked you to explain: 1. The concept of Service Management as a Practice 2. How it can create value to the business 3. Give examples of how some of the Service Offerings and Agreements processes from your speech should support the Service Lifecycle.

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Scenario Four
A Chinese car manufacturer, Sunxia Cars, has offices in various parts of China with the IT Infrastructure maintained by an internal IT support team based in the Head Office. Support for the outlying offices is limited and consists of resolution through remote access or by sending engineers to the offices when required The IT Director is concerned that this is not the most cost effective way of resolving Incidents as it takes several hours to reach outlying offices which has often led to breeches in service levels. It has been decided that external support is to be outsourced to a third party and as the Human Resource Manager you have been tasked to recruit an individual for a newly created position of Supplier Manager. The Supplier Manager will be responsible for managing all external contracts and your initial task is to write a job specification for this role.

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Scenario Five
An IT Director of a Pharmaceutical company is working with the Senior Management team to establish what services the IT Department should be offering, and to whom. The Team agrees that the best way to establish this is to begin by building a Service Portfolio. The Director and Managers have had a meeting and created a list of activities they believe are needed in order to manage services within a Service Portfolio: a. b. c. d. e. f. g. h. Determine the perspective, position, plan and pattern Allocate budget Begin with a list of decisions and actions Finalize proposed portfolio Validate portfolio data Balance supply and demand Assess service investment Authorization for new services and resources

You have just returned from an ITIL SOA course and have been asked to assist. You remember that the Service Portfolio Management process method is as follows: 1. 2. 3. 4. Define Analyze Approve Charter

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Scenario Six
A medium sized financial company relies heavily on its website and supporting IT services to stay profitable and maintain a competitive edge. The company has a number of key services including a customer database and a website allowing the financial credit checks of potential customers. Recognizing the criticality of the IT services, the IT department has adopted a number of ITIL processes including Service Level Management. Service Level Agreements (SLAs) have been adopted for the key services including the customer database service. Recently, concerns have been raised to the IT department that the Business is unhappy with the level of service being delivered for the customer database service. All the targets within the existing SLA for the service have been met for the past six months, but at several recent meetings, it has been suggested that this is not translating into customer satisfaction. The existing SLA does not include a measure for customer satisfaction. Senior Management within both the Business and IT are unhappy with the perceived failure of the service to perform, and want to take prompt action.

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Scenario Seven
The internal IT unit of a holiday tour operator has had several issues in the last year with meeting fluctuating demand from the business for services. The IT Unit has been using the ITIL framework for many years and in most areas their processes are mature After the recent issues with business demand for services, they are now looking to improve their Demand Management process which currently is one of their less mature processes. Focusing on Demand Management improvements fits into their overall plans to adopt more of the Service Strategy principles. You have been asked to put together a proposal on how this will help solve the recent issues with meeting business demand for services and how you will approach this activity.

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Scenario Eight
You are the Service Catalogue Manager for a large construction organization based in New York. Following the recent hostile acquisition of a competitor based in Chicago you have been actioned by Senior Management to review the services that the IT Department in Chicago offers and produce a revised Service Catalogue combining all services provided by both the New York and Chicago locations. It is the intention of the Senior Management team to review what services should be retained, improved or retired. The New York based company has good Service Management processes, which have enabled them to produce and maintain up to date Business and Technical Service Catalogues. They are willing to cooperate in any way they can. The Chicago based organization have a poor understanding of the services they provide to their customers and do not place any value in the creation of a Service Catalogue as it is seen to be time consuming and a waste of time. Additionally, a blame culture exists within the Business Units and the IT staff in Chicago. There is strong resistance from the Chicago staff and until now they have been reluctant to assist or provide any information that you have requested.

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