Exin ITILSC-OSA Exam Questions

The managers of the Event and Access Management Processes

Overseeing the monitoring and escalating of IT operational events and activities

The tools used to monitor the status of the IT Network

The situation where the Service Desk manager is required to monitor the status of the
infrastructure when Service Desk Operators are not available

Maintenance of the technical Infrastructure

Documenting and maintaining the technical skills required to manage and support the IT
Infrastructure

Defining the Operational Level Agreements for the various technical teams

Diagnosis of, and recovery from, technical failures

The underlying cause of a Known Error is known. The underlying cause of a Problem is
not known

A Known Error involves an error in the IT infrastructure, A

Problem does not involve such an error.

A Known Error always originates from an Incident. This is not always the case with a
Problem

With a Problem, the relevant Configuration Items have been identified. This is not the
case with a Known Error.

The design of a quality Access Management process will need toconsider the current
state of IT Service Management that exists withinthe IT department, as well as the
organizational requirements ofVision Media in general. This will require interfaces to be
createdwith:
Information Security Management: Which is responsible forthe development and renewal of
security policies, guidelinesand procedures, which are then executed by
AccessManagement
Service Level Management: Which is responsible defining thecustomer requirements for
access to IT services
Request Fulfillment: Access Management will often betriggered by Service Requests, taken
by the Service Desk orsubmitted using automated and self-help mechanisms
Change Management: Request for Changes (RFCs) will ofteninvolve modification of
access rights
Demand Management: Which will provide information as tothe patterns of business that will
generate requests foraccess.
Outside the scope of IT Service Management, some of the interfacesthat will also need to
be created are:
Human Resources: So that effective (and automated)communication exists to assist in the
creation, modification,removal and audit of access rights.
General:
Direct requests from department managers
Requests for enabling increased access for VIP staff

The design of an efficient Access Management process will need toaccount for the
existing IT Service Management processes alreadyimplemented within the IT department,
as well as the HumanResource requirements of Vision Media in general. This will
requireinterfaces to be created with:
Information Security Management: Which is responsible forthe development and renewal of
security policies, guidelinesand procedures, which are then executed by
AccessManagement
Capacity Management: Which is responsible for the design ofsystems and infrastructure,
which are in turn supported byAccess Management
Knowledge Management: Each Knowledge base will requirevarious levels of access to be
defined and enforced.
Change Management: Request for Changes (RFCs) will ofteninvolve modification of
access rights
Demand Management: Which will provide information as tothe patterns of business thatwill
generate requests foraccess
Outside the scope of IT Service Management, some of the interfaces that will also need to
be created are:
Legal Services: So that the Legal department can verify the request for access is
appropriate and lawful.
• General:
Direct requests from department managers
Requests for enabling increased access for VIP staff

It is important that the implementation of Access Managementconsiders a number of key
interfaces with existing IT ServiceManagement processes, as well as other business
processes, toensure success and satisfaction of its defined objectives. Thisincludes:
Information Security Management: Which is responsible forthe development and renewal of
security policies, guidelinesand procedures, which are then executed by
AccessManagement
Availability Management: Which is responsible for the designof security systems and
infrastructure, which are in turnsupported by Access Management
Request Fulfillment: Access Management will often betriggered by Service Requests, taken
by the Service Desk orsubmitted using automated and self-help mechanisms
Change Management: Request for Changes (RFCs) will ofteninvolve modification of
access rights
Configuration Management: Which can be used to recordrelationships between users and
systems they can access.
Outside the scope of IT Service Management, some of the interfaces that will also need to
be created are:
Human Resources: So that effective (and automated) communication exists to assist in the
creation, modification, removal and audit of access rights.
General:
Direct requests from department managers
Requests for enabling restricted access to contractorsand external suppliers

Access Management will need to be implemented in isolation fromexisting IT Service
Management processes already in place at VisionMedia so that its’ integrity can be
ensured. The only exception to thisis Information Security Management, which is
responsible for thedevelopment and renewal of security policies, guidelines andprocedures.
Access Management uses these as formal inputs, whichare then executed accordingly

The implementation of Event Management to complementexisting ITIL processes within
Verinet will have a number ofsignificant benefits. The value to the business of
implementingthe process is directly seen by the following benefits:
Improved speed for Incident and Problem Management foridentifying and analyzing the
cause and potential effect
Improved ratio of used licenses against paid for licenses
Percentage re-use and redistribution of under-utilized assetsand resourcesImproved
aliment between provided maintenance andbusiness support
Improvement in maintenance scheduling and management forCIs

The implementation of Event Management to complementexisting ITIL processes within
Verinet will have a number ofsignificant benefits. The value to the business of
implementingthe process is generally indirect, but would support anenhanced ability to
provide high quality and high availabilityinternet services by:
Providing mechanisms for the early detection of incidents andproblems before they impact
customers
Notify the appropriate staff of status changes or exceptionsthat so that they can respond
quickly
Providing a basis for automated operations, increasingefficiency and allowing human
resources within Verinet to bebetter utilized
Providing improved visibility as to the events and interactionsthat occur within the IT
infrastructure
Providing performance and utilization information and trendsthat can be used for improved
capacity planning and systemdesign

The implementation of Event Management to complementexisting ITIL processes within
Verinet will have a number ofsignificant benefits. The value to the business of
implementingthe process is generally indirect, but would support anenhanced ability to
provide high quality and high availabilityinternet services by:
Providing mechanisms for the early detection of incidents andproblems before they impact
customers
Developing capabilities for the monitoring of criticalcomponents of the IT infrastructure for disruptions or breachof utilization thresholds
Automating the notification of key staff when exception eventsoccur
Providing improved visibility as to the events and interactionsthat occur within the IT
infrastructure
Reducing the time requirements of manual activitiesperformed by IT staff as part of
preventative maintenance

The implementation of Event Management to complementexisting ITIL processes within
Verinet will have a number ofsignificant benefits. The value to the business of
implementingthe process is directly seen by the following benefits:
Reduced SLA breaches
Reduced times required for diagnosis and root-cause analysisof problems
Reducing ratio of high priority incidents
Reduced Mean Time to Restore (MTTR) for incidents
Improved availability levels
Improved delivery of capacity and performance, with fewercapacity related incidents