UNIVERSITY EXAMINATIONS UNIVERSITEITSEKSAMENS. UNISA |e IRM4720 Principle Concepts of ITSM Duration 3 Hours 100 Marks EXAMINERS FIRST OR MMUINGA SECOND PROF A COLEMAN Closed book examination This examination question paper remains the property of the University of South Africa and may not be removed from the examination venue This examination paper consists of 9 pages INSTRUCTIONS Ensure that the question paper you have received consists of sections A, 8 and C ‘Answer all questions on the answer book that you have received Indicate the question number you are answering on the answer book clearly Ensure that you fil n the correct module code and your student number on the answer book Bone “" ALL THE BEST" See1RM4720 MaylJune 2019 SECTION A. Multiple Choice Identify the choice that best completes the statement or answers the question Answer the questions in the following manner: 1 2. 3 omD> (15) Question 4 Which of the following is NOT a core Ifecycle module? A) Service Design B) Operational Support and Analysis C) Continual Service Improvement D) None of the above Question 2 Which role has the decision-making power regarding the activity in the RACI model? A) Accountable B) Consulted C) Responsible D) None of the above Question 3 The following statement defines which of the following terms? ‘Any capability or resource of a service provider’ A) Core service B) Configuration item C) Serce asset D) Process [TURN OVER]1RMA720 May/June 2019 Question 4 Which of the following statements about value 1s most correct? A) Value of a service cannot be determined B) The customer's view of value is irrelevant C) The service provider determines the value of services D) The value of a service is determined by the customer Question 5 Which of the following 1s NOT a part of the service portfolio? A) Service specifications B) Service pipeline C) Service catalog D) Retired services Question 6 What are the possible sources of demand? A) People B) Processes C) Applications D) Allof the above Question 7 The five aspects of design include which of the following? People Service solution Service management systems and tools Processes Technology and architectures Requirements and specifications Measures and metrics NOMRON= Bhan eve -AAS Pane Noon LOBE (TURN OVER}7 1RM4720 May/June 2019 Question 8 Avalabilty efforts are always reactive A) True B) False Question 9 What is the main output from service transition? A) Service level package B) Deployed service through early life support C) Sernce package D) Service design package Question 10 What is a release unit? A) A set of packages that is installed to support a service B) All of the hardware and software that make up a service C) The portions of the IT infrastructure that are normally released together D) a test unit of code Question 11 Urgency and impact determine what? A) Work order number B) Escalation C) Resolution tmescales D) Prority Question 12 Which of the following 1s NOT a service desk structure? A) Local service desk B) Help desk C) Central service desk D) Virtual service desk TTURN OVER)| 1RN4720 May/June 2019 Question 13 The 7-step improvement process fits within which model? A) D--KW model B) Service model C) Incident model D) None of the above Question 14 ‘Which of the following might a stakeholder be interested in? 1 Activites of a project 2. Deliverables from service management 3 Targets of a project Options A) None of the above 8) 1 and 2 only ©) 2and 3 only D) Allof the above Question 15 ‘There are times when it is feasible to have more than one person accountable for an activity within a process a) True 8) False (TURN OVER)| SECTION B: Matching ‘Answer the questions in the following manner 6 M4720 ‘Mayijune 2019 [20] Match the term from Cotumn A with its correct description from Column B LA 28 ; ac z < cokuMN’B 1 Customer ‘A Refers to the addition, modification or removal of authonsed, planned or supported service or service component and its |___associated documentation _ 2 Alert B_The cause of one or more incidents 3 Service request. |C Refers IT infrastructure, people. money or anything else that might help to deliver an IT service “The things we have to work with,” 4 Access D_ Refers to a request from a user for information, or advice, or for a Standard Change or for access to an IT Service 5 Critical success |E An organisation supplying services to one or more intemal or factor (CSF) external customers 6 Identity F The ability of a service, component or Cl to perform its agreed function when required 7 Function ‘G_Someone who “buys” goods or services @ Problem H_ A person who uses the IT service on a day-to-day basis _| @ Service change || Part of the SKMS, it's used to record identified improvement opportunities _ 10 Availability J” Refers to the level and extent of a service's functionality or data [tae __that a user is entitled to 11 Resource KA third party responsible for supplying goods or services that are eee required to deliver IT services 12 Supplier L Something that must happen if an IT service, process, plan, project i or other activity 1s to succeed 13. Continual service | M_ Refers to the Business Process responsible for managing nsks that | improvement could seriously impact the Business register 14 Business N- The abiiy of a third-party supper to meet the terms of their continuity contract management [TURN OVER}7 IRM¢720 Mayliune 2019, 15 Accountability (© Informing more senor levels of management to assist with an incident, problem or change 16 Service provider 17 Operational level agreement P Refers to the information about an individual that distinguishes one individual from another and verifies their status within the ___organisation ‘An agreement between an IT service provider and another part of the same organisation that assists with the provision of services, 18 Seruceability R_ The person that 1s ultimately responsible for the success or failure of the task [19 User SS Units of organisation specialised to perform certain types of work [ee and responsible for specific outcomes 20 Hierarchic T Awarning that a threshold has been reached, something has, escal changed, or a failure has occurred SECTION C: Short Paragraphs and Discussion 165) Question 4 116} What is the purpose of each of the following? 11 Service portfolio management (2) 1.2 Financial management of IT services (2) 1.3 Availability management information system 2) 14 Service capacity management 2) 15 Information secunty management system (2) 16 Release and deployment management (2) 1.7 Knowledge management @ 18 Event management (2) [TURN OVER7 'RM4720 Mayiiune 2019 Question 2 [9] Briefly discuss the following ITIL volumes 2.1 Service design (3) 22 Service operation @) 2.3 Continual service improvement 8) Question 3 i) Incidents can come from anywhere in the environment The diagram below shows the latter stages of incident management activities Major medent procedure Functional escalation Management escalation investigation and diagnosis Resolution’ identified? Yes Resolution and recovery L_ecorery_ Incident closure Discuss the following incident management activities as depicted in the diagram 61 Initial diagnosis (2) 6 2 Investigation and diagnosis, (2) 6 3 Resolution and recovery (2) 64 Incident closure (2) [TuRN OVER1RMA720 = May/June 2019 Question 4 Mm List the seven (7) service transition lifecycle stages in their correct order Question 5 112) 5.1 Discuss the four (4) service desk structures @) 5 2 For each of these structures, give a real world example (4) Question 6 BI What is definitive media library? Question 7 (10) Change management evaluation involves answering seven questions, often referred to a 7Rs of change management Brefly explain the first five (6) of these questions © UNISA 2019