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A. Organize a meeting with the managers of each IT department and form a
Communication Plan. This plan will include all agreed methods, reasons and a list of
personnel to be included for communications within the Operation departments. This
plan wil then be distributed to all staff, with a memo that will include;
A photograph of each IT staff member with job title.
Brief Job Description and of their day to day activities.
In addition, make a proposal to the Business that a Release and Deployment
Manager is needed, this role will not only take on the responsibility of implementing a
formal Release and Deployment process but will, manage the build, test and
deployment departments and wil also ensure that there is a consistent
communication route to the service desk on upcoming releases and organizing
training/ knowledge updates and consultation with service desk staff on new or
changed services.
B. Organize a meeting with the managers of each IT department and form a
Communication Plan. This plan will include all agreed methods, reasons and a list of
personnel to be included for communications within the Operation departments. This
plan wil then be distributed to all staff, with a memo that will include;
A photograph of each IT staff member with job title Brief Job Description and of their
day today activities In addition, ask for the service desk to be sent copies of the
release schedule so they are informed of upcoming releases.
C. Recommend to the Business that a new staff training program needs to be
implemented that wil include one service desk member per week shadowing a
member of staff in each of the Business Process areas to learn how they do things
and what the business objectives are. In addition, request a weekly update from the
build, test and deployment areas on any upcoming releases, including any relevant
information that will enable the service desk staff to provide a better service to the
customer.
D. No immediate action required. You will work on a new training and communication
policy that will formalize the process of communication and knowledge transfer
between departments.
You wil also recommend that the first ITSM process to be implemented with be a
formalized Incident Management process to ensure that effective measurements and
analysis is taking place and that there is monitoring of staff competency and skil .

Answer(s): A

QUESTION:
10
Scenario
Brewster's is a toy factory that has been in business for 30 years. The company
started with a small family run shop and has grown consistently over the years. They
are now supplying toy stores nationwide and are considered to be the primary
supplier of children's collectable novelty erasers.
Brewster's IT department is relatively small (currently 15 staff) but efficient. They
have recently employed an IT Manager in an attempt to improve the management of
the infrastructure, as well as more effective use of resources and identification of
areas for improvement.
The Brewster's management teams do not have a lot of IT knowledge. The newly
appointed IT Manager is very ITIL focused and wants to implement as many ITSM
processes as is appropriate there are currently no formal processes in place. On
starting with the company the IT Manager completed an internal assessment of the IT
infrastructure including staff skil s analysis, and col ated the results from customer
satisfaction surveys completed over the last 5 years.
The main areas of concern are as follows:

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