Scenario -
Vision Media is an international media organization, operating various lines of business including:
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 is comprised of the following companies and departments:
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 news provider about the possible acquisition of their company. This would increase the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared Service Unit, providing IT Services to all of sub-companies and departments, which complement some of the Internal Service Providers that also exist. The director of Information Technology has realized the need to improve the quality of services offered by implementing ITIL, and has decided to do so using a phased approach. Some of the Service Design and Service Transition processes have already been implemented, and they are now planning the implementation of Service Operation.
While the IT director does have tentative support from the other directors and CEO, budgets for implementing the Service Operation processes have not been finalized, and still require a business case to be formally submitted.
Refer to the exhibit.
The IT director is now considering the implementation of the Service Operation functions. However there seems to be overlap between the goals and objectives for each of the functions, which is causing some concern among staff involved in the project.
Which of the following responses BEST describes the objectives of the four Service Operation functions?
A.
B.
C.
D.
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