Posted: Fri Oct 22, 2010 10:06 pm Post subject: ITIL Service manager exam
Hi i require a quick help, I require answers for the below questions.
1.a, What are the responsiblities of Change managment process owner? 10idea/10 marks - responsibilities.
b. What difficuilty would the customer of ITIL service face in an organization. who does not have Change management process. 5/5 - ACI issue - impact
c.Why might not having change management process makes an organization less profitable. 5/5 - penealties - disatisfi
2. Justify the cost of introducing an ITIL cofiguration manage process 10 ide/20 marks - benefits
3.There is an increase amount of minor interuprion to the service provided byb Sapcto IT services. as a consu business users are complaning to the excutive board and
suggesting that change to be made. you have been asked to imnvestigate the sitution.
A.What evidence would you seek to support or disapprove the alligiation for poor service 10 /10 - metrics, Data
B.how might the situtaion might improved by the ammaligation(joining) the Riyadh & jiyasad Helpdesk into 1 central helpdesjk 10/10 , Yes, benefits
4. During an internal IT review meeting the IT service manger says "we cannot solve every problem that arrises and we don't need to solve every problem at arrives at
us" I just am not sure how we identify the problem that we need to solve.
A.Outline how you will identify, which problem need to be concentrated on 10/10
B.Demonstrate how the problem management process reliad upon and interfaces with CMDB. 10/10
5. Inorder to reduce unneccasary support cost and consolidate IT support for the business SAPCto have desicded to upgrade to the latest version of MS office. your are
selected t manage the project discribe the process you will follow to garentee a successfull release 20/20
Joined: Mar 31, 2008 Posts: 109 Location: North West England
Posted: Fri Oct 22, 2010 10:23 pm Post subject:
Do you require the help within two hours so that you can finish your exam? I hope not because that's called cheating.
If you are just reading through a practice paper, then even if I did give you the answers, you won't understand why they are the answers, making the real exam, with it's different set of questions, impossible.
Can I suggest that you attempt to read some of the ITIL manuals or even better go on a training course, and then you should be in a position to answer the questions yourself.
Hope that helps.
Mick _________________ Mick Smith
Change, Configuration and Release Manager
Posted: Fri Oct 22, 2010 11:48 pm Post subject: ITIL Service manager exam
Yes,I do have a case study of SAPETCO. This is one of the sample question which was shared by my friend.I am preparing the answers for the same which can help me to pass the exam at least this time.as i could not clear it last time
I have already prepared the answers for these questions, however last time i think i missed because i haven't used the correct words in the exam .. this time i need to relate your answers so my confidence level would improve.
And to add to MNS
If you are taking the v2 exam, you must have had a course. so look at your own notes
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