Blumberg, M$.,$ Cater$-$Steel, A$.,$ Rajaeian, M$.$ M$.,$ & Soar, J$.(2019).$ Effective organisational change to achieve successful ITIL implementation: Lessons learned from a multiple case study of large Australian firms. Journal of Enterprise Information Management, $32(3),$ pp$.496-516.$

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Brewster, E$.,$ Griffiths, R$.,$ Lawes, A$.,$ and Sansbury, J$.(2016).$ IT SERVICE MANAGEMENT $$ Support for you ITSM Foundation Exam, $3$rd Ed$.$ BCS$,$ the Chartered Institute for IT$.978-1-780-17318-4$

Question $1[16]$

There are FOUR continuous demands that service operation is constantly striving to maintain their balance. Name and fully discuss these FOUR demands.

Question $2[6]$

The service portfolio has THREE parts. List and describe each of these parts.

Question $3[12]$

With the aid of a diagram discuss the SIX steps of the CSI approach.

Question $4[5]$

Define and discuss demand management in terms of tactical and strategic approaches.

Question $5[4]$

Discuss TWO processes that are critical in maintaining vital business functions $($VBFs$).$

Question $6[6]$

In support of continual service improvement, which THREE distinct types of metrics are used?

Question $7[5]$

Early life support $($ELS$)$ is an important link between the service transition and service operation lifecycle stages. Discuss why that is the case and which processes $($mostly$)$ manage ELS.

Question $8[16]$

$8\mathrm{.}1$ Define the following terms in the context of ITSM:

a$)$

Proactive availability $(2)$

b$)$

Reactive availability $(2)$

c$)$

List ALL SIX incident lifecycle metrics. $(3)$

$8\mathrm{.}2$ A database server had a downtime of $24$ hours in $60$ days. Calculate the database availability. $(2)$

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$8\mathrm{.}3$ Given that a service has an availability of $93\mathrm{.}2\%$ in a non$-$leap year. Calculate the total downtime in days. $(2)$

$8\mathrm{.}4$ Given that a database server had $5$ breaks in $30$ days. Calculate the mean time between system incidents $($MTBSI$).(2)$

$8\mathrm{.}5$ Given that a configuration item has a total of $5$ breaks resulting in $10$ hours of downtime in $4$ weeks. Calculate the mean time between failures $($MTBF$).$