What is the best definition of an Incident Model?

• A. An Incident that is easy is solved at first contact
• B. A set of pre-defined steps to be followed when dealing with a known type of incident
• C. The template used by Service Desk analysts to record incidents
• D. A type of incident involving an authorized Configuration Item (CI)

Which of the following is NOT an objective of Service Operation?

• A. To manage the technology used to deliver services
• B. To deliver and support IT Services
• C. Thorough testing, to ensure that services are designed to meet business needs
• D. To monitor the performance of technology and processes

Scenario Vision Media is an international media organization, operating variouslines of business including:
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Film Production Television (production and delivery of their own channel in the United States VisionOne) Print media (including newspapers in 15 countries) Online Advertising
The organization has recently been restructured, and now iscomprised of the following companies and departments:
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Vision Films (production of movies and television shows) VisionOne (television channel) VisionNews (coordinates all of the sub-companies involved in the delivery of printed newspapers, as well as being the centralized source of news information for all company owned media outlets) VisionNet (managing the online and internet businesses) Legal Services Finance and Administration Human Resources Information Technology
The organization is also actively pursuing growth in the online market,and is currently holding discussions with the leading online newsprovider about the possible acquisition of their company. This wouldincrease the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared ServiceUnit, providing IT Services to all of sub-companies and departments,which complement some of the Internal Service Providers that alsoexist. The director of Information Technology has realized the need toimprove the quality of services offered by implementing ITIL, and hasdecided to do so using a phased approach. Some of the ServiceDesign and Service Transition processes have already beenimplemented, and they are now planning the implementation ofService Operation.
While the IT director does have tentative support from the otherdirectors and CEO, budgets for implementing the Service Operationprocesses have not been finalized, and still require a business caseto be formally submitted.
Refer to the exhibit.
Sally Robbins, who had previously managed the IT department'sService Desk, has now been assigned the role of Incident Manager.To assist in the implementation of the process, Sally has conducted anumber of meetings with IT staff, customers, external suppliers andother relevant stakeholders to identify their requirements. Based onthese discussions, Sally has created following impact definitions,which will be used in conjunction to the given urgency to determinethe appropriate timescales and effort applied for response andresolution to recorded incidents.

Impact Definition: Low Impact
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Affects a single user, preventing them from performingnormal work functions A single, non-critical device or peripheral is unavailable
Medium Impact
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Multiple users are affected, preventing them fromperforming normal work functions A regular business function is unavailable to part of aor organizational unit department
High Impact
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A vital business function is unavailable to an entiredepartment or company owned organization
Major Incident
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A vital business function is unavailable to all Vision Media departments and company owned organizations
Example Incidents:
I. The IT manager of Vision Films detects that their dedicatedVirtual Private Network linking them to Vision Media'scorporate IT systems has failed. This has prevented usersfrom
accessing or modifying any file, document or systemmaintained by the centralized IT department of Vision Media.
II. The vice-president of the Finance and Administrationdepartment reports that her laptop keeps rebooting. She hasan important report to complete for the Chief ExecutiveOfficer.
III. The president of Vision TV is unable to stream high-definitionvideo from a regional office. He requires the regional office'sWAN connection to be upgraded to a 14.4 M/bit wirelessmobile network.
IV. A IT staff member is alerted to the failure of systems providedby Human Resources to all other departments and subcompaniesto manage payments and leave for Vision Mediaemployees (and those employed by organizations fully ownedby Vision Media)
Which of the following responses provides the correct assignment ofimpact to the above incidents?

• A. High Impact
  II. Low Impact
  III. Medium Impact
  IV. Major Incident
• B. High Impact
  II. Medium Impact
  III. Not an incident, should be a Request for Change
  IV. Major Incident
• C. High Impact
  II. Low Impact
  III. Not an incident, should be a Request for Change
  IV. Major Incident
• D. Major Incident
  II. Medium Impact
  III. High Impact
  IV. Major Incident