ITILSC-OSA - ITIL Service Capability Operational Support and Analysis
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Which of the following is NOT an objective of Service Operation?
Thorough testing, to ensure that services are designed to meet business needs
Scenario NEB is a financial management company that specializes in lending money for substantial property investments. They have a large IT department that is currently using the following ITSM processes: Service Level Management Availability Management IT Service Continuity Management Information Security Management Incident Management Problem Management. Each of these processes have been implemented within the planned target time and are working effectively and efficiently. Staff have adapted to the changes in a very positive manner and see the benefits of using the ITIL framework. Last Saturday, there was a security breach. A previous member of staff, who has left the company and joined a competitor organization, has been able to gain access to several client lending files. After initial investigation, it was found that access was not terminated when the staff member left the company this has highlighted that there are insufficient processes in place to ensure access rights are terminated when staff leave the company, change roles etc and there is ongoing investigation to see how many other previous staff still have access to the system. The business has requested immediate recommendations from the IT Manager, as to what can be done to ensure this situation does not happen again and how best to inform clients, with reference to the security breach. Refer to the scenario. Which of the following options is most suitable to deal with this situation?
Your first recommendation is to implement the Access Management process as soon as possible. You suggest that as the IT organization has already effectively and efficiently implemented six processes, they will be able to manage a well executed and fast implementation. As Access Management is the execution of the policies laid out within the Availability and Information Security Processes, the foundations are already laid. This process will ensure that access is provided to those who are authorized to have it and will ensure access is restricted to those who are not. To ensure alignment between the Business and IT, there will need to be integration with the Human Resources department to ensure there are consistent communications with regards to staff identity, start and end dates etc. With regards to informing clients of the breach, you suggest that the clients affected by the breach must be informed ASAP. You recommend a formal letter is sent from senior management to reassure clients that the situation is being taken seriously and what actions are taking place to ensure this never happens again. You are aware that this could damage the company's reputation, as security is a critical success factor, but feel that the specific clients must be informed by NEB ASAP, as there is a high risk they will be approached by the competitor organization.
Which ITIL process ensures that the IT Services are restored as soon as possible in the case of a malfunction?
There have been multiple incidents recorded by the Service Desk. It appears that the network is congested due to multiple connections. What kind of actions should the Service Desk analyst take in this instance?
They should ask the Problem Manager to look into the problem right away
What is the best definition of an Incident Model?
A set of pre-defined steps to be followed when dealing with a known type of incident
Operations Control refers to?
Overseeing the monitoring and escalating of IT operational events and activities
What is the difference between a Known Error and a Problem?
The underlying cause of a Known Error is known. The underlying cause of a Problem is not known
Which of the following is NOT an example of a Service Request?
A user calls the Service Desk because they would like to change the functionality of an application.