FACULTY OF ECONOMICS AND BUSINESS

CAMPUS LEUVEN
NAAMSESTRAAT 69
3000 LEUVEN, BELGIË

EXAM
DOI69a ICT Service management
Claude Doom
Date, Time

Instructions
▪ Please write your identification info (student name, nr) on every page!
▪ Maximum duration: 2h (from official starting hour of the exam)
▪ Exam type: written
▪ Only the following auxiliary materials are allowed:
o Pen
o Calculator
▪ Students are allowed to use their own pen, but should only use the paper provided by the
university. Other papers, notebooks, ... are not allowed.
▪ Mobile phones, smartwatches,… and other electronic devices should be handed to the
invigilators who will keep them for you until the end of the exam. All material such as jackets,
backpacks, books and own paper should be left at the back or the front of examination room.
▪ For any irregularity of a student, all articles in the irregularities-section of the exam regulations
apply.

▪ Please, check that your exam bundle contains 9 questions and 12 pages. Immediately ask the
surveyor for another bundle if this is not the case. Please do not detach any pages from this
bundle.
▪ Pages 10 to 12 are the COBIT goals, goals cascade and processes.
▪ Answer on the exam sheet. Use the answer sheet (page 2) when instructed.
▪ You can use the back of the pages as scrap paper.

Marks (on a total of 100)

Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Total

/18 /9 /12 /6 /10 /12 /12 /9 /12 /100

Mark obtained:

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Answer sheet: Put the answers to questions 1, 2, 4 and 8 on this page.

Question 1 (description of ICT concepts):

a) _____________________________________________________________________

b) _____________________________________________________________________

c) _____________________________________________________________________

d) _____________________________________________________________________

e) _____________________________________________________________________

f) _____________________________________________________________________

Question 2 (relationship between business process volumes and IT services volumes:

a) _____________________________________________________________________

b) _____________________________________________________________________

c) _____________________________________________________________________

Question 3 (cost/benefit analysis): Answer on page 4.

Question 4 (IT Services calculation):

Cost of a desktop PC: ______________________________________________________

Question 5 (strategic Impact grid): Answer on page 6.

Question 6 (IT management processes): Answer on page 7.

Question 7 (event, incident, problem): Answer on page 7.

Question 8 (funding mechanism):

a) _____________________________________________________________________

b) _____________________________________________________________________

c) _____________________________________________________________________

Question 9 (decision structures): Answer on page 9.

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Question 1
For each of the descriptions below, identify the ICT Service Management concept being described:

a) The different phases through which an information system evolves.

b) A document describing the services, supplied by the IT department.
c) The scaling law in which the total cost is proportional to the square root of the total capacity.
d) A (future) cash flow, not corrected for inflation.
e) According to COBIT, these are factors that determine whether or not IT governance works.
f) The IT management body assessing and approving changes.

Answer on the answer sheet page 2

Question 2
How would you qualify the relationship between the volumes of these business processes and the
volume of the corresponding IT services?

a) Number of staff members – Number of PCs

b) Number of staff members – Network storage
c) Number of customer orders – SAP accesses

Answer on the answer sheet page 2

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Question 3
Describe how a cost/benefit analysis of an IT project is elaborated. Explain the structure of such an
analysis and how the profitability of a project can be evaluated.

Use the space below for your answer.

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Question 4
Below is part of the cost calculation of the IT services of a small industrial company.
Further information:
• 60% of the network and 100% of the PCs are used for the desktop PC IT service.
• There are 62 desktop PCs.

Calculate the cost of a single desktop PC.

Use the space below for the calculation. Copy the final answer to the answer sheet page 2.

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Question 5
Describe the strategic impact grid of Nolan and McFarlan (2005).

Use the space below for your answer.

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Question 6
What are the most important IT management processes for the organization, described below? Explain
your answer.

Belgapump is a small innovative company, designing and producing high quality water and other fluid
pumps. Belgapump is under high pressure to constantly innovate and produce better quality products,
because of the competition of large industrial players in the market.

Use the space below for your answer.

Question 7
What is an event, an incident and a problem? Explain what the difference is between these three
concepts.

Use the space below for your answer.

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Question 8
Which funding mechanism would you recommend for each of these organizations?

a) A mid-sized industrial company producing deep-frozen vegetables

b) A retail bank
c) An Internet retailer such as Bol.com

Answer on the answer sheet page 2

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Question 9
An industrial company has five divisions, located at five different locations in Belgium and the
Netherlands, in addition to a headquarter location in Brussels. What decision structures would you
create in this company to organize the IT decision structures?

For each structure you define, indicate:

• The name of the structure

• The mission of the structure
• The participants in the structure

Use the space below for your answer.

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The COBIT Enterprise goals

Financial perspective
1. Provide a good return on investment of IT-related business investments. Be/ /
2. Manage IT related business risk. /Ri/
3. Improve corporate governance and transparency. Be/ /
Customer perspective
4. Improve customer orientation and service. Be/ /
5. Offer competitive products and services. Be/Ri/
6. Establish service continuity and availability. /Ri/
7. Create agility in responding to changing business requirements. Be/ /
8. Achieve cost optimization of service delivery. Be/ /Re
9. Obtain reliable and useful information for strategic decision making. Be/Ri/Re
Internal perspective
10. Improve and maintain business process functionality. Be/ /Re
11. Lower process costs; Be/ /Re
12. Provide compliance with external laws, regulations and contracts. /Ri/
13. Provide compliance with internal policies. /Ri/
14. Manage business change. Be/Ri/
15. Improve and maintain operational and staff productivity. Be/ /Re
Learning and growth perspective
16. Manage product and business innovation. Be/ /
17. Acquire and maintain skilled and motivated people. /Ri/Re

The goals cascade:

1 → 24
2 → 2,14,17,18,19,20,21,22
3 → 2, 18
4 → 3, 23
5 → 5, 24
6 → 10, 16, 22, 23
7 → 1, 5, 25
8 → 7, 8, 10, 24
9 → 2, 4, 12, 20, 26
10 → 6, 7, 11
11 → 7, 8, 13, 15, 24
12 → 2, 19, 20, 21, 22, 26, 27
13 → 2, 13
14 → 1, 5, 6, 11, 28
15 → 7, 8, 11, 13
16 → 5, 25, 28
17 →9

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The COBIT IT goals

1. Respond to business requirements in alignment with the business strategy.

2. Respond to governance requirements in line with board direction.
3. Ensure satisfaction of end users with service offerings and service levels.
4. Optimize the use of information.
5. Create IT agility.
6. Define how business functional and control requirements are translated in effective and efficient automated solutions.
7. Acquire and maintain integrated and standardized application systems.
8. Acquire and maintain an integrated and standardized IT infrastructure.
9. Acquire and maintain IT skills that respond to the IT strategy.
10. Ensure mutual satisfaction of third-party relationships.
11. Ensure seamless integration of applications into business processes.
12. Ensure transparency and understanding of IT cost, benefits, strategy, policies and service levels.
13. Ensure proper use and performance of the applications and technology solutions.
14. Account for and protect all IT assets.
15. Optimize the IT infrastructure, resources and capabilities.
16. Reduce solution and service delivery defects and rework.
17. Protect the achievement of IT objectives.
18. Establish clarity of business impact of risks to IT objectives and resources.
19. Ensure that critical and confidential information is withheld from those who should not have access to it.
20. Ensure that automated business transactions and information exchanges can be trusted.
21. Ensure that IT services and infrastructure can properly resist and recover from failures due to error, deliberate attack or
disaster.
22. Ensure minimum business impact in the event of an IT service disruption or change.
23. Make sure that IT services are available as required.
24. Improve IT’s cost-efficiency and its contribution to business profitability.
25. Deliver projects on time and on budget, meeting quality standards.
26. Maintain the integrity of information and processing infrastructure.
27. Ensure IT compliance with laws, regulations and contracts.
28. Ensure that IT demonstrates cost-efficient service quality, continuous improvement and readiness for future change.

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The COBIT processes

1. → Define a strategic IT plan; Define information architecture; Define the IT processes, organization and
relationships; Manage projects; Identify automated solutions; Manage changes; Install and accredit solutions
and changes; Define and manage service levels; Manage performance and capacity; Monitor and evaluate IT
performance.
2. → Define a strategic IT plan; Define the IT processes, organization and relationships; Manage projects; Monitor
and evaluate IT performance; Provide IT governance.
3. → Manage quality; Enable operation and use; Define and manage service levels; Manage third-party services;
Educate and train users; Manage service desk and incidents; Manage problems; Manage operations.
4. → Define the information architecture; Manage data.
5. → Define the information architecture; Define the IT processes, organization and relationships; Manage IT human
resources; Acquire and maintain technology infrastructure.
6. → Identify automated solutions; Acquire and maintain application software; Manage changes.
7. → Determine technological direction; Acquire and maintain application software; Procure IT resources.
8. → Acquire and maintain technology infrastructure; Procure IT resources.
9. → Manage IT human resources; Procure IT resources.
10. → Manage third-party services.
11. → Define the information architecture; Enable operations and use; Install and accredit solutions and changes.
12. → Manage the IT investment; Communicate management aims and direction; Identify automated solutions;
Acquire and maintain application software; Manage changes; Monitor and evaluate IT performance; Provide IT
governance.
13. → Communicate management aims and direction; Enable operation and use; Install and accredit solutions and
changes; Educate and train users; Manage service desk and incidents.
14. → Assess and manage IT risks; Ensure systems security; Manage the configuration; Manage the physical
environment; Monitor and evaluate internal control.
15. → Determine technological direction; Acquire and maintain technology infrastructure; Manage performance and
capacity; Educate and train users; Manage the configuration.
16. → Manage quality; Enable operations and use; Manage changes; Install and accredit solutions and changes;
Manage problems.
17. → Assess and manage IT risk; Manage problems; Monitor and evaluate internal control.
18. → Assess and manage IT risks.
19. → Communicate management aims and direction; Ensure system security; Manage data; Manage the physical
environment.
20. → Communicate management aims and direction; Install and accredit solutions and changes; Ensure system
security.
21. → Communicate management aims and direction; Install and accredit solutions and changes; Ensure continuous
service; Ensure system security; Manage the physical environment; Manage operations. Monitor and evaluate
internal control.
22. → Communicate management aims and direction; Manage changes; Ensure continuous service; Manage the
physical environment.
23. → Manage performance and capacity; Ensure continuous service; Manage service desk and incidents; Manage
operations.
24. → Manage the IT investment; Identify and allocate costs.
25. → Manage quality; Manage projects.
26. → Manage changes; Ensure systems security.
27. → Manage data; Monitor and evaluate internal control; Ensure compliance with external requirements; Provide
IT governance.
28. → Manage the IT investment; Identify and allocate costs; Monitor and evaluate IT performance; Provide IT
governance.

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