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 universitys 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 NSDoTs 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 is planning to improve the provision and support of IT services for senior executives who travel. They will
deploy new mobile technology to enhance the user experience. They will also improve the incident management and request
fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been
appointed for this improvement initiative.
Some KPIs have been defined to assess the did we get there? step of the CSI approach. Two of these are:
Are these KPIs SMART?
C
None
Why is a meeting notes template used?
A
None
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 universitys 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 NSDoTs 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.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is limited understanding of
the structure and value of services in the organization. Many of the individual departments and faculties are resistant to the
CIOs vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to address many of the
challenges, in order to support collaboration and help to define global services. Some business analysts are going to be
transferred to these new positions.
Which is the BEST way for a new BRM at the UoB to understand their customers needs?
D
None
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 universitys 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 NSDoTs 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.
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it
more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in
Japan and Australia.
The DriveYou.com project manager needs to establish an effective channel of communication with CruiseAlong Cars new
research facilities. There is already a plan for communicating with other stakeholders.
Which is the BEST approach?
C
None
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 universitys 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 NSDoTs 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?
D
None
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 universitys 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 NSDoTs 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.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard. In preparation for the
audit, they are conducting a series of internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with ISO/IEC 20000. Optimsolv
has a number of process improvements that need to be implemented to attain compliance. GCITS has six months to ensure
that Optimsolv is compliant.
The project manager has identified the relevant stakeholders in the initiative.
What is the BEST step to take next in the stakeholder management process, and why?
C
None
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 universitys 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 NSDoTs 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.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard. In preparation for the
audit, they are conducting a series of internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with ISO/IEC 20000. Optimsolv
has a number of process improvements that need to be implemented to attain compliance. GCITS has six months to ensure
that Optimsolv is compliant.
Optimsolv has made the improvements identified in the audit. The GCITS IT Manager needs to determine that Optimsolv
staff have accepted the required changes.
What is the BEST course of action for the GCITS IT Manager to take FIRST?
C
None
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 universitys 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 NSDoTs 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.
DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can share it
more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in
Japan and Australia.
After the business case is approved and a project is initiated, the project manager needs to create a stakeholder
communication plan to implement the change. Here is an extract from the plan:
What communications approach is the BEST option to enter into the missing field, and why?
D
None
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 universitys 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 NSDoTs 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 is planning to improve the provision and support of IT services for senior executives who travel. They will
deploy new mobile technology to enhance the user experience. They will also improve the incident management and request
fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been
appointed for this improvement initiative.
One CSF for the project is to provide an improved service to senior executives.
Which two KPIs are BEST to underpin this CSF?
A
None
Which is the BEST example of the communication principle ‘communication is a two-way process’?
D
None
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 universitys 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 NSDoTs 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.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard. In preparation for the
audit, they are conducting a series of internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with ISO/IEC 20000. Optimsolv
has a number of process improvements that need to be implemented to attain compliance. GCITS has six months to ensure
that Optimsolv is compliant.
When would it be MOST appropriate to use a stakeholder analysis worksheet during the improvement initiative within
Optimsolv?
A
None
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 universitys 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 NSDoTs 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.
GCITS will create a new global mobile VIP service for CruiseAlong Cars senior executives, which will give them access to
corporate IT services from mobile devices, from any location. The new service will be delivered by the existing GCITS
centralized service desk. It will include 24/7 support, and reported incidents and requests will be treated as a high priority.
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom provider.
During the how do we get there? Step, a plan will be created for implementing changes to the service desk procedures.
Some issues with the service desk staff are anticipated.
Which OCM activity is the BEST to address the relevant service desk issue?
A
None
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 universitys 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 NSDoTs 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.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is limited understanding of
the structure and value of services in the organization. Many of the individual departments and faculties are resistant to the
CIOs vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to address many of the
challenges, in order to support collaboration and help to define global services. Some business analysts are going to be
transferred to these new positions.
The BRMs have learned that none of the customers are satisfied with a new service, even though it meets all the functional
requirements agreed with a wide range of UoB customer and user group representatives.
Which guiding principle should have been followed to avoid this situation, and why?
C
None
What is organizational change management (OCM) MOST likely to contribute to in an organization?
B
None
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 universitys 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 NSDoTs 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.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is limited understanding of
the structure and value of services in the organization. Many of the individual departments and faculties are resistant to the
CIOs vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to address many of the
challenges, in order to support collaboration and help to define global services. Some business analysts are going to be
transferred to these new positions.
The newly appointed BRMs are starting to define services and want to ensure that value, outcomes, costs and risks are
included in every service definition.
Which definition is the MOST complete?
D
None