ITIL Intermediate CSI - Case Studies Exam Preparation and Directed Tutorial

9.1 Learning Unit 9

This is the last learning unit of the course. We have included relevant case studies, glossaries and terms and sample test papers for preparing you for the Certification exam. We hope you had a good learning experience with Simplilearn’s e-learning session. Wishing you good luck for your certification exam.

9.3 Case Studies

Case Study Each case study is based on the scenario. Please read the scenario and answer the questions asked based on the scenario. The answers should be presented to the team. Look out for the relevant ITIL activities, process, inputs and outputs. You are required to select four answers which you think can be the correct answer. You may choose ONE answer only and the grading scoring works as follows: If you select the BEST 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 DISTRACTOR, you will receive no marks for the question.

9.4 Case Study 1:

Group Assignment: Let us read the case scenario. AZU is the largest online general insurance and health insurance supplier in the UK and has won countless awards for its cutting edge innovation and commitment to the continuous service improvement. Despite its strong brand and enviable credibility in the Insurance world, AZU is constantly striving for business improvement. Having undertaken much work on its brand proposition and the way service is delivered, AZU reviewed its online business model in late 2011. This sparked an initiative to broaden its business focus beyond new customer acquisition, to include more on repeat business, customer retention and higher order values. You are appointed as the ITSM Consultant to embrace the vision by understanding the high level business objectives.. Let us now move on to our next slide.

9.5 Question 1:

Group Assignment: Let us see the questions 1 now. Question 1 is: Identify the steps to develop an overall approach to continual service improvement as to illustrate the continual cycle of improvement. As an ITSM consultant how will you implement the CSI process as to provide value to business and to ensure the current and future business outcomes requirements can be met? Let us now move on to our next slide.

9.6 Rank the Options (as per assignment rules):

Group Assignment: Let us see the answers to questions 1 now. You have to Rank the Options as per assignment rules: Option A is: An important beginning point for highlighting improvement is to establish baseline as markers or starting point for later comparison. This should be followed by the seven step improvement process as the improvement process spans not only the management organization but also the entire Lifecycle. Option B is: Understand the Business vision, mission, goal and objectives along with baseline assessments, measurable targets, service and process improvement and various measurement and metrics. This should be followed by the seven step improvement process as the improvement process spans not only the management organization but also the entire Lifecycle.Option C is: Use the Deming cycle philosophy for leading to higher quality, increased productivity, and a more competitive position. Understand the Business vision, mission, goal and objectives along with baseline assessments, measurable targets, service and process improvement and various measurement and metrics. Option D is: Service Level Management should be used to be identifying the OLAs, UCs, and SLAs. Reviewing the service agreement and identifying where improvement are required, feeding them to CSI. In addition, Knowledge Management should be used to capture the data to enable knowledge gain and understanding of what is actually happening, thus enable wisdom. You can mark your answers and discuss the same in the classroom training. Let us now move on to our next slide.

9.7 Case Study 2

Case Study 2: Let us read the case scenario. A leading Bank in Europe is managing its support process using the ITIL. As Bank is looking to enter into new markets as part of its strategic growth plan, the bank is collecting the management information to identify the readiness of its operation team to take up the new challenges. As a CSI manager you are given the responsibility of collecting and analyzing the data as part of the Continuous Service Improvement. The data collected so far is for the Incident and Problem management. It is provided in a spreadsheet. It showed that approximately 54,000 new incidents reported in and 75,000 were closed first contract Let us now move on to our next slide.

9.8 Question 2:

Group Assignment 2 continued: Let us see the Question. As a CSI Manager what is indicative to you? How that information is useful? What is your recommendation to the organization? Let us now move on to our next slide.

9.9 Rank the Options (as per assignment rules):

Group Assignment 2 continued: Let us see the answer options to the Question. You have to Rank the Options as per assignment rules: Option A is: It is difficult to close more incidents than were opened. Even, the data did not make any sense, it provides into the ability to monitor and gather data. It indicates that the common procedure of processing the data is not correctly implemented. A PDCA approach is suggested for improvement in terms of the data monitoring, analysis and gathering. This includes – Identify the strategy for improvement, define what you will measure, gather the data, process the data, analyze the information and data, present and use the information and implement improvement... Option B is: It is difficult to close more incidents than were opened. Even, the data did not make any sense, it provides into the ability to monitor and gather data. It indicates that the common procedure of processing the data is not correctly implemented. A PDCA approach is suggested for improvement in terms of the data monitoring, analysis and gathering. This includes – Identify the strategy for improvement, gather the data, process the data, analyze the information and data, present and use the information and implement improvement. Let us now move on to our next slide to see remaining answers.

9.10 Rank the Options (as per assignment rules):

Group Assignment 2 continued: Let us see the remaining answer options to the Question. Option C is: It is necessary to work on the SLM, incident management policies, procedures along with the KPIs and Metrics and Measurement. Some of the inputs for making the improvements include: SLR ad targets, Legislative requirements, service operation plan and benchmark data. Option D is: It is difficult to close more incidents than were opened. Even, the data did not make any sense, it provides into the ability to monitor and gather data. It indicates that the common procedure of processing the data is not correctly implemented. A PDCA approach is suggested for improvement in terms of the data monitoring, analysis and gathering. This includes – Identify the strategy for improvement, analyze the information and data, present and use the information and implement improvement. You can mark your answers and discuss the same in the classroom training. Let us now move on to our next slide.

9.11 Case Study 3

Case Study 3: Let us start with the case study. IKO is one of the largest healthcare companies employing over 9000 people in offices throughout the world. IKO provides personal and commercial healthcare products and has customers across construction, credit, marine and aviation industry. Ten of thousands of IKO documents are scanned and transferred weekly. It is impossible to put a value on these business critical documents, so that data must be stored in a completely secure environment. Because the data lies at the core of the IKO business, a Business Continuity Service is an essential element of its technology capability. The foremost challenge for the organization is to store business-critical data in a secure environment. Let us now move on to our next slide.

9.12 Question 3

Group Assignment 3continued: Let us read the Question 3: • It is likely that to meet the objective that several initiatives or improvement are identified. How will you make sure that all such improvement opportunities are recorded? • How can you illuminate the External and Internal drivers for the significant improvement opportunities? Let us now move on to our next slide.

9.13 Rank the Options (as per assignment rules):

Group Assignment 3continued: Let us read the answer options for Question 3. Rank the Options (as per assignment rules): A) Use the CSI Register to keep record of all the improvement opportunities and each one should be should be categorized into small, medium or large undertakings. Whereas, SWOT analysis, may be useful in illuminating significant opportunities for improvement. B) Use the CSI Register to keep record of all the improvement opportunities and each one should be should be categorized into small, medium or large undertakings. Whereas, COBIT and governance, may be useful in illuminating significant opportunities for improvement. C) Use the CSI Register to keep record of all the improvement opportunities. Whereas, CMMI, may be useful in illuminating significant opportunities for improvement. D) Use the Risk Register to keep record of all the improvement opportunities and each one should be should be categorized into small, medium or large undertakings. Whereas, ISO/IEC 27001 analysis, may be useful in illuminating significant opportunities for improvement. You can mark your answers and you can discuss them in classroom training. Let us now move on to our next slide.

9.14 Case Study 4

Group Assignment 4: Let us read the case scenario4: To ensure that HITT Pharmaceutical is managed and maintained with the greatest efficiency, HITT it staff must keep its hardware and software systems up and running on a 24x7 basis. HITT implemented the ITIL three years back. It helped the organization service desk to respond quickly to incidents. Furthermore, the group conducted application rollouts and upgrades on effectively; reducing long-term costs and promotes flexibility within its computing environment to support the future business growth. To achieve the next level of ITIL objective you are appointed as the CSI Manager. Some of these objectives give to you includes verifying that measurement and metrics are in place and that milestones were achieved, process compliance is high, and the business objectives are priorities were met by the level of service. Finally, the suggested approach by you should ensure that the momentum for quality improvement is maintained by assuring that change become embedded in the organization. Let us now move on to our next slide.

9.15 Question 4

Group Assignment 4 continued: Let us read the Question 4: • As a CSI Manager before you implement any initiatives you need to understand the role of other Lifecycle stages within HITT Pharmaceutical? What do you think are the role of other Lifecycle stages with CSI? • Name the inputs from other service Lifecycle stages to CSI, which can help you to build up your plan? • What outputs of CSI will help to improve the activities of other Lifecycle stages? Let us now move on to our next slide.

9.16 Rank the Options (as per assignment rules):

Group Assignment 4 continued: Let us read the answer options to Question 4: you need to Rank the Options (as per assignment rules): A) Service Level Management helps in reviewing service achievements and identifying where improvement are required, feeding them to CSI. Inputs from the Service Transition to CSI include Test reports, Change evaluation report, Strategies and strategic plans. Whereas, the outputs from the CSI outputs to Service transition are results of customer and user satisfaction survey, Input to testing requirements, data required for metrics, KPIs and CSF. B) Service Level Management helps in reviewing service achievements and identifying where improvement are required, feeding them to CSI. Inputs from the Service Transition to CSI include Test reports, Change evaluation report, Strategies and strategic plans. Whereas, the outputs from the CSI outputs to Service transition are results of customer and user satisfaction survey, Input to testing requirements, data required for metrics, KPIs and CSF and Input to business cases and the service portfolio. Let us now move on to our next slide to see remaining two options.

9.17 Rank the Options (as per assignment rules):

Group Assignment 4 continued: Let us see the remaining answer options to the Question. Option C is: Service Level Management should be used to be identifying the OLAs, UCs, and SLAs. Inputs from the Service Transition to CSI include Test reports, Change evaluation report, Strategies and strategic plans. Whereas, the outputs from the CSI outputs to Service transition are results of customer and user satisfaction survey, Input to testing requirements, data required for metrics, KPIs and CSF and Input to business cases and the service portfolio. Option D is: Service Level Management helps in reviewing service achievements and identifying where improvement are required, feeding them to CSI. Inputs from the Service Transition to CSI include Test reports, Change evaluation report, Knowledge and information in the SKMS. Whereas, the outputs from the CSI outputs to Service transition are results of customer and user satisfaction survey, Input to testing requirements, data required for metrics, KPIs and CSF. You can mark your answers and discuss the same in the classroom training. Let us now move on to our next slide.

9.18 Case Study 5

Group Assignment 5: Let us read the case scenario5: One of the European company has recently introduced outsourcing as part of their Rightshore model. Rightshore is a combination of onshore and offshore service model. With the introduction of this new strategy the organization is facing a lot of resistance in different areas. You are appointed as the ITSM consultant to manage this growing issue. From the initial study conducted by the ITSM consultant it indicates that Project management structure and frameworks fail to take into account the softer aspects involved in organizational changes such as overcoming resistance to change, gaining commitment and motivating. Let us now move on to our next slide.

9.19 Question 5

Group Assignment 5 continued: Let us read the Question 5: • As As an ITSM consultant what steps you will recommend to be implemented in order to successfully manage change? Let us now move on to our next slide.

9.20 Rank the Options (as per assignment rules):

Group Assignment 5 continued: Let us read the answer options to Question 5: you need to Rank the Options (as per assignment rules): A) The success of a CSI initiative depends on the buy-in from all the stakeholders. Create a business case, form a guiding collation, create a vision, communicate the vision, empowers others to act on the vision, plan for creating a quick wins and institutionalize the change. B) Uses the Balance scorecard four perspective client perspective, internal processes, learning and growth and financial to initiate and manage the organization change. C) The success of a CSI initiative depends on the buy-in from all the stakeholders. Create a business case, benchmarking, COBIT and plan for creating a quick wins and institutionalize the change. D) The success of a CSI initiative depends on the buy-in from all the stakeholders. Create a sense of urgency, form a guiding collation, create a vision, communicate the vision, empowers others to act on the vision, plan for creating a quick wins and institutionalize the change. You can mark your answers and discuss the same in the classroom training. Let us now move on to our next slide.

9.21 Case Study 6

Group Assignment 6: Let us read the case scenario6: The Parcous University of Sweden is the public university of Nordic city with administrative offices in Stockholm. It is one of the largest universities in Stockholm, with campus in all of Sweden. Hailing from approximately 100 countries, there are more than 1, 50, 000 degree candidate and 3, 00, 000 continuing and professional education students. The University is currently running to improve the sustainability by shaving 30 percent from its municipal building carbon footprints. To keep the momentum going, the University is looking to hire the Continual Service Improvement (CSI) manager. The role of the CSI manager is essential for a successful improvement program. The CSI manager is ultimately responsible for the success of all improvement activities. This single point of the accountability coupled with competence and authority improve the chance of a successful improvement program. Let us now move on to our next slide.

9.22 Question 6

Group Assignment 6 continued: Let us read the Question 6: • Based on the above can you identify the key responsibilities of the CSI Manager? •Co-relate the CSI Manager role with the role of seven step improvement process owner/ manager? •Can you create a RACI matrix for the yet to be appointed CSI Manager? Let us now move on to our next slide.

9.23 Rank the Options (as per assignment rules):

Group Assignment 6 continued: Let us read the answer options to Question 6: you need to Rank the Options (as per assignment rules): A) Sponsoring, designing and change managing the process and its metrics, defining the process strategy, process design and ensuring the consistent and appropriate communication with customer for service related queries and issues. B) CSI Manager is responsible for the developing the CSI domain, communicating the vision of CSI across the IT organization, working with service owners, service level managers, other process manager and functions to identify and manage improvement opportunities. . C) CSI Manager is responsible for the developing the CSI domain, communicating the vision of CSI across the IT organization, Sponsoring, designing and change managing the process and its metrics, defining the process strategy.. D) CSI Manager is responsible for the developing the CSI domain, communicating the vision of CSI across the IT organization, other process manager and functions to identify and manage improvement opportunities, defining the process strategy. You can mark your answers and discuss the same in the classroom training. Let us now move on to our next slide.

9.24 Case Study 7

Group Assignment 7: Let us read the case scenario7: Bank Australia recently acquires the KBC bank in Western Australia. As a major step to Strengthen Bank’s infrastructure and support its growing business, a cohesive strategy to Implement ITSM across bank units was agreed upon. The initial focus is to support the technology (IT) and application services to reduce the complexity across Bank’s operations and enable The Bank to strengthen its market position and focus on customer needs. To start with, ITSM Will be implemented in Banking Solutions Center. The Banking Solutions Center will provide services in the field of application development, application management and IT management. The foremost challenge is to identify the tools and technology to support the IT service management process. These tools are used for used for data gathering, monitoring and analysis of services, and also assist in determining the efficiency and effectiveness of IT service management process. Let us now move on to our next slide.

9.25 Question 7

Group Assignment 7 continued: Let us read the Question 6: Suggest the selection criteria for the ITSM tool? What all IT service management modules /functionality is a MUST for tools to support the Banking Solutions Center activities? How can the ITSM tool provide the inputs to strengthen the Banks market position? Let us now move on to our next slide.

9.26 Rank the Options (as per assignment rules):

Group Assignment 7 continued: Let us read the answer options to Question 7: you need to Rank the Options (as per assignment rules): A) A sophisticated distributed and integrated service management tool may be required, linking all the processes with the system management toolset. The tool should be able to support the core ITSM processes and should be integrated with the IT governance as a whole. Information from these tools set need to be combined, collated and analyzed collectively to provide the overall business intelligence required to improve effectively on the overall IT service provision. B) A sophisticated distributed and integrated service management tool may be required, linking all the processes with the system management toolset. The tool should be able to support the core ITSM processes and should be integrated with the configuration data and Service level management. Information from these tools set need to be combined, collated and analyzed collectively to provide the overall business intelligence required to improve effectively on the overall IT service provision. Let us see the remaining two options in our next slide.

9.27 Rank the Options (as per assignment rules):

Group Assignment 7 continued: Let us read the remaining answer options to Question 7: you need to Rank the Options (as per assignment rules): C) A sophisticated distributed and integrated governance tool may be required, linking all the processes. The tool should be able to support the processes of Incident, Problem and Changes. Information from these tools set need to be combined, collated and analyzed collectively to provide the overall business intelligence required to improve effectively on the overall IT service provision. D) A sophisticated distributed and integrated service management tool may be required, linking all the processes. The tool should be able to support the processes of financial management only. Information from these tools set need to be combined, collated and analyzed collectively to provide the overall business intelligence required to improve effectively on the overall IT service provision. You can mark your answers and discuss the same in the classroom training. Let us now move on to our next slide.

9.28 Case Study 8

Group Assignment 8: Let us read the case scenario8: An ABC manufacturer provider in the United States is a private company but has federal regulations applied to their support operations. They have stringent auditing requirements and hence have a mature ITIL Service Operations practice. They use the authentication and authorization tools to keep track of employees' email identities and access privileges. For example, when a user joins the company, they can see exactly what type of access that person has. When a user leaves the company, they can remove that user’s credential within minutes, solving the audit requirements. Recently, ABC manufacturer has acquired two companies under his brand name. As the two acquired companies were not governed by the federal regulations, the challenge is to make their support operation in line with the existing governing principles of the ABC Corporation. The responsibility of this task is handover to Director – Service Management. As this is an ongoing requirement and may require changes & improvement from time to time, he decided to implement the CSI stage of the service Lifecycle within the organization to take care of such current and future requirements. Let us now move on to our next slide.

9.29 Question 8

Group Assignment 8 continued: Let us read the Question 8: Identify the challenges associated while implementing the CSI stage of the Service Lifecycle in ABC manufacturer? What kind of risk should be considered by Director – Service Management while implementing CSI? Identify the CSF for implementing the Continual Service Improvement in the existing case study? Let us now move on to our next slide.

9.30 Rank the Options (as per assignment rules):

Group Assignment 8 continued: Let us read the answer options to Question 8: you need to Rank the Options (as per assignment rules): A) Key challenges include implementing CSI without knowledge transfer and training, inadequate resources, budget and time, Resistance to change and cultural change. CSF consists of adopting CSI within the organization, appointing a CSI manager. Whereas risk is being over ambitious, not discussing improvement opportunities business and lack of management commitment. B) Key challenges include implementing CSI without knowledge transfer and training, not discussing improvement opportunities business, budget and time, Resistance to change and cultural change. CSF consists of adopting CSI within the organization, appointing a CSI manager. Whereas risk is being over ambitious, inadequate resources, and lack of management commitment C) Key challenges include lack of management commitment, inadequate resources, budget and time, Resistance to change and cultural change. CSF consists of adopting CSI within the organization, appointing a CSI manager. Whereas risk is being over ambitious, not discussing improvement opportunities business and implementing CSI without knowledge transfer and training. B) Key risk includes lack of management commitment, inadequate resources, budget and time, Resistance to change and cultural change. A challenge consists of adopting CSI within the organization, appointing a CSI manager. Whereas CSF are being over ambitious, not discussing improvement opportunities business and implementing CSI without knowledge transfer and training. You can mark your answers and discuss the same in the classroom training. Let us now move on to our next slide.

9.32 Sample Question: (from sample exam paper)

Sample Exam: Let us go through the Sample scenario and question: Sample Question: Scenario1: One of the European company has recently introduced outsourcing as part of their Right shore model. Right shore is a combination of onshore and offshore service model. With the introduction of this new strategy the organization is facing lot of resistance in different areas. You are appointed as the ITSM consultant to manage this growing issue. As a ITSM Consultant you recommended to Create a sense of Urgency, Forming a guiding collation, empower others, consolidate improvement and produce more changes and Create and communicate the vision. Question 1: As an ITSM consultant what you observe that the transformation efforts are still are failing? What do you think can be reason for it ? Let us now move on to our next slide.

9.33 Sample Question

Sample Exam: Let us go through the Sample answer options for the question: Choose the Best option: A) Implementing service management improvements can be lengthy program of change. It is important that, during the program, short term wins are realized and communicated. Short term wins help to keep a change effort on track. In addition, changes need to be institutionalized within the organization. Many changes failed because they are not consolidated into everyday practice. B) Implementing service management improvements can be lengthy program of change. It is important that, during the program, short term wins are realized and communicated. Short term wins help to keep a change effort on track. In addition, ROI challenge needs to be taken into consideration. This is the money an organization pays to improve services and service management process. Changes also need to be institutionalized within the organization C) ROI challenge needs to be taken into consideration. This is the money an organization pays to improve services and service management process. In addition, changes need to be institutionalized within the organization. Many changes failed because they are not consolidated into everyday practice. D) ROI challenge needs to be taken into consideration. This is the money an organization pays to improve services and service management process. In addition, presence of a valid business case is a must. Business case articulates the reason for undertaking a service or process improvement initiatives. Let us now move on to our next slide.

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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