© The Official ITIL Accreditor 2012. The Swirl logo™ is a trade mark of the Cabinet Office. ITIL® is a registered trade mark of the Cabinet Office. ITIL Intermediate Capability RCVSample2 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 1 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor ITIL® Intermediate Capability Stream: RELEASE, CONTROL AND VALIDATION (RCV) CERTIFICATE Sample Paper 2, version 6.1 Gradient Style, Complex Multiple Choice SCENARIO BOOKLET This booklet contains the scenarios upon which the eight 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 eight 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%). © The Official ITIL Accreditor 2012. ITIL Intermediate Capability RCVSample2 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 2 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario One A healthcare company plans to expand its business by adding an online shopping (e-Shop) capability to its existing website. There have been recent website performance issues caused by insufficient capacity and resources. The project to create the new e-Shop service is in the ‘Define Service Solution’ stage. The IT organization is also adopting the ITIL service transition processes, including the change evaluation process. You are the head of change management. You have been asked to review and provide suggestions for improving the following email which will be circulated to the stakeholders involved in the evaluation review: Dear Colleague, You are requested to attend the service design evaluation meeting for the e-Shop service. This review is part of the change evaluation process. The meeting’s objective is to evaluate the e- Shop service design package v01 to confirm the intended effects and to identify potential unintended effects of the proposed service change. The agenda is: 1. Introduction 2. Presentation - Overview of the change evaluation process - plan the evaluation, evaluate predicted performance 3. Evaluation of e-Shop service design - factors for considering the effect of the change: a) Service provider capability - ability of business support and IT to perform as required b) Tolerance - ability or capacity of the current website to absorb the e-Shop service c) Organizational setting - ability of our organization to accept the e-Shop service d) Modelling and measurement – the extent to which the predicted behaviour from a model matches the actual behaviour from the e-Shop service e) Purpose - whether the e-Shop service will be fit for purpose f) People - the people within the e-Shop operating environment and the effect of change on them 4. Risk identification and assessment 5. Actions and next steps © The Official ITIL Accreditor 2012. ITIL Intermediate Capability RCVSample2 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 3 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario Two An international school has just appointed a vendor to replace their school administrative system. The project is divided into three phases. Phase one will be completed in three months’ time. This will include the delivery of a configuration management database (CMDB) interfaced with the first major release of the new school system. You are the head of IT operations for the school. To support this project, the chief information officer (CIO) has asked you to establish a new service transition organization. You have been assigned the roles of service transition manager and change manager. Another experienced IT manager will take on the role of service asset and configuration management (SACM) process manager. Although there are some skilled practitioners, the new organization will also require the following key service transition roles: • Configuration analyst • Configuration librarian • Change evaluation manager • Service validation and test manager • Release and deployment manager The board has approved the immediate recruitment of three resources initially. If phase one of this project is successful the board will approve the hiring of resources for all of the remaining roles. In addition, the board and the CIO have agreed the following principles for staffing the project in phase one: 1. Since there are more roles than approved headcount, roles and responsibilities may be combined where appropriate. 2. The school will engage an external vendor to conduct the design and planning of the SACM process and the CMDB. 3. The initial organization should have clear ownership of all the required service transition processes. You move on to start the recruitment for the new organization. © The Official ITIL Accreditor 2012. ITIL Intermediate Capability RCVSample2 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 4 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario Three You are the service transition manager for a large enterprise. Recently there were some major issues related to upgrading various business systems. The issues were: 1. Some of the application upgrades were deployed to production even though the changes did not fully meet the acceptance criteria. The risks of these changes were not fully understood and mitigated. This led to failures to meet business expectations. 2. For some upgrades, the promised service levels were not realized in the production environment. Prior to deploying the upgrade the test team was unable to verify whether the service levels could be achieved. 3. The test environment had not been upgraded in the past few years to reasonably mirror the actual production environment. This led to an inability to analyse the impact of the change based on the test results. All of the issues primarily relate to the poor effectiveness of the service validation and testing (SVT) process. The chief information officer is very concerned and has asked you and your service transition staff to work with the service strategy manager, the service design manager and the service operation manager to review the current situation, and to develop an action plan to resolve the issues. © The Official ITIL Accreditor 2012. ITIL Intermediate Capability RCVSample2 SCENARIO BOOKLET v6.1. This document must not be reproduced without express permission from The Accreditor. Page 5 of 9 Version 6.1 (Live) Owner – The Official ITIL Accreditor Scenario Four A services organization uses its centralized service desk (CSD) to manage incidents and changes. The CSD has only a few service agents. They manage technical issues and problems, answer users’ queries, handle generic information requests and reset passwords. All these activities are registered and tracked in a service desk system. For change requests, users can submit a request for change (RFC) form to the e-mail address, ‘