See the Scenario for additional information.
Scenario:
(Note: The companies and people within the scenario are fictional)
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries.
Each country has its own IT organization, with some central corporate IT services provided by the US
parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service
desks. The largest IT supplier is Global City IT Services (GCITS). In two countries GCITS provides
CruiseAlong Cars with full outsourced services. They also provide selected services in other
countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative
development approach. Their employees are mostly research and development experts, working
from multiple locations, with a significant number working from home. Initial driverless car testing is
being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices
Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past, some IT services were funded and run centrally, and some were funded and run
independently by each faculty. Centrally owned services include a ‘walk - in’ service desk, plus a
separate service desk in the main library, run by library staff. Library services and IT are both part of
the university’s administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
servicemanagement processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.
Some of the issues that GCITS needs to address include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency - specific applications,
however most other applications and infrastructure are provided by the Nevagon State central IT
department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their
outdated system. The new ITSM toolset will be used by all CruiseAlong Cars’ IT departments and
their service desks.
The business case for the improvement has not been made yet. This could include financial
contribution from various countries. The overall goal of the initiative is to achieve efficiencies and
cost reductions through the centralization of processes and data for reporting across country - based
IT departments.
CruiseAlong Cars’ CIO recognizes that they must adopt an approach that focuses on service, and
adapt ITIL best practices to achieve value from the processes that are underpinned by the new
toolset.
What is the BEST way for best practice to be adapted to achieve the project goals?
Question# 2
See the Scenario for additional information.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries. Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein (UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and
iterative development approach. Their employees are mostly research and development experts,
working from multiple locations, with a significant number working from home. Initial driverless car
testing is being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices
Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past, some IT services were funded and run centrally, and some were funded and run
independently by each faculty. Centrally owned services include a ‘walk - in’ service desk, plus a
separate service desk in the main library, run by library staff. Library services and IT are both part of
the university’s administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency - specific applications,
however most other applications and infrastructure are provided by the Nevagon State central IT
department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their
outdated system. The new ITSM toolset will be used by all CruiseAlong Cars’ IT departments and
their service desks.
The business case for the improvement has not been made yet. This could include financial
contribution from various countries. The overall goal of the initiative is to achieve efficiencies and
cost reductions through the centralization of processes and data for reporting across country - based
IT departments.
Which benefit is the MOST important to include in the business case for this improvement and why?
Question# 3
The project manager is writing a business case for the improvement. This business case explains how
following the CSI approach will contribute to the improvement work.
Which is a correct description of the purpose of a CSI step in this improvement work?
Question# 4
See the Scenario for additional information.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the
United States of America. It has grown by acquisition over the last 20 years and has operations in
over 50 countries. Each country has its own IT organization, with some central corporate IT services
provided by the US parent company. In some countries CruiseAlong Cars has outsourced
infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected
services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
Inefficiencies caused by the current IT structure
Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and
develop driverless car technology. The venture operates as an independent company called
DriveYou.com, and
CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of
Bachstein (UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and
iterative development approach. Their employees are mostly research and development experts,
working from multiple locations, with a significant number working from home. Initial driverless car
testing is being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and
these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices
Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In
the past, some IT services were funded and run centrally, and some were funded and run
independently by each faculty. Centrally owned services include a ‘walk - in’ service desk, plus a
separate service desk in the main library, run by library staff. Library services and IT are both part of
the university’s administrative services division. Recently, under a new CIO, there has been a drive to
centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators,
researchers and academics. It also runs some high performance computing systems and high
bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
Complete the centralization and consolidation of IT
Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range
of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT
service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range
of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address
include:
Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their
trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with
the agency to ensure that their trials comply with safety regulations, and the program includes
bi0directional sharing of large amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency - specific applications,
however most other applications and infrastructure are provided by the Nevagon State central IT
department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their
outdated system. The new ITSM toolset will be used by all CruiseAlong Cars’ IT departments and
their service desks.
The business case for the improvement has not been made yet. This could include financial
contribution from various countries. The overall goal of the initiative is to achieve efficiencies and
cost reductions through the centralization of processes and data for reporting across country - based
IT departments.
Which row of information BEST supports the business case?
0
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